The role of cognition and affect in the formation of customer satisfaction judgements concerning service recovery encounters

By K. Schoefer. 2008

132 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/1ff45e04acef598f121cec1f39c34a4a076e6558

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Lujun Su
2. Drew Martin
3. Sameer Hosany
4. Arch G. Woodside
5. Katharina Petra Zeugner Roth
6. Adamantios Diamantopoulos
7. Maxwell K. Hsu
8. Girish Prayag

In Sociology and Political Science

1. Drew Martin
2. Arch G. Woodside
3. Lujun Su
4. Adamantios Diamantopoulos
5. Katharina Petra Zeugner Roth
6. Maxwell K. Hsu
7. Sameer Hosany
8. Hossein Olya

Citations in the corpus

• Advancing the country image construct (2009, background): “, Boulding, 1959; Poiesz, 1989) comprise a cognitive as well as an affective component, and various studies in other disciplines such as advertising or service recovery encounters show that emotions can lead to much stronger reactions than pure cognitions (e.g., Aylesworth and MacKenzie, 1998; Schoe”
• Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “, 2008) and that cognition influences the formation of customer satisfaction (Schoefer, 2008).”
• Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations (2020, background): “The first perspective suggests emotions mediate between cognitive evaluations (e.g., perceived product performance) and overall satisfaction (see Bigné, Mattila, and Andreu 2008; Dubé and Menon 2000; Schoefer 2008).”