Effects of dissatisfaction in tourist services: The role of anger and regret

By I. Sánchez-García, Rafael Curras-Perez. 2011

212 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/19472bac0c202561c3c179670a127e3bd8ce05ea

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In Marketing

In Organizational Behavior and Human Resource Management

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Citations in the corpus

The impact of positive emotional experiences on eWOM generation and loyalty (2018, background): “…aspects such as “service quality and satisfaction,” “failure and recovery,” “customer dissatisfaction” and “sense of community belonging” as consumers’ main motivations for writing reviews (Kim et al., 2009; Nusair et al., 2011; Sánchez and Currás, 2011; Sun and Qu, 2011, Swanson and Hsu, 2009).”
Moral disengagement of hotel guest negative WOM: moral identity centrality, moral awareness, and anger. (2014, background): “Customer revenge is an increasingly prevalent type of consumer misbehavior in response to hotel service failure (Gelbrich, 2010; Sánchez-García & Currás-Pérez, 2011), and is a growing research issue in tourism and service management (e.g., Bougie, Pieters & Zeelenberg 2003; Gelbrich, 2010;…”
Travel for Affection: A Stimulus-Organism-Response Model of Honeymoon Tourism Experiences (2021, background): “The impacts of tourists’ emotions on their overall satisfaction and behavioral intentions (e.g., repurchase and WOM intentions) have also been documented in terms of shopping (Yüksel, 2007; Yüksel & Yüksel, 2007) and hospitality services (Sanchez-Garcia & Curras-Perez, 2011).”
Solo holiday travellers: Motivators and drivers of satisfaction and dissatisfaction (2016, background): “’s (2011) framework of customer experiences, the literature on satisfaction/dissatisfaction (Alegre and Cladera, 2006; Baker and Crompton, 2000; Sánchez-García and Currás-Pérez, 2011) and S-D logic (Vargo and Lusch, 2004, 2008), this study focuses on the key motivations and factors influencing satis”