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Customers’ emotions in service failure and recovery: a meta-analysis
journal contribution
posted on 2023-06-09, 12:16 authored by Chiara Orsingher, Sara Valentini, Alexandra PoliakovaThis service failure/recovery emotions’ synthesis showed: 1) Conceptual models of emotions affect the relationship between emotions and their correlates; 2) Perceived fairness is most important in triggering negative/positive emotions; 3) Recovery satisfaction and loyalty are stronger related to positive emotions; 4) Methodological characteristics explain systematic variation in the effect sizes.
History
Publication status
- Published
Journal
Advances in Consumer ResearchISSN
0098-9258Publisher
Association for Consumer ResearchVolume
45Page range
791-732Department affiliated with
- Strategy and Marketing Publications
Full text available
- No
Peer reviewed?
- Yes
Contributors
Ayelet Gneezy, Vladas Griskevius, Patti WilliamsLegacy Posted Date
2018-02-20First Compliant Deposit (FCD) Date
2018-02-20Usage metrics
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