The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context
By Concepción Varela-Neira, Rodolfo Vazquez-Casielles, V. Iglesias-Argüelles. 2008
106 citations recorded by the source corpus.
The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations.
Subfields: Management Information Systems, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/5ce0200d69e477c4e7ac228a8aaa3cadf11f4f66
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In Management Information Systems
In Organizational Behavior and Human Resource Management
- Holger Roschk
- Katja Gelbrich
- Rodolfo Vazquez-Casielles
- Ana Belén del Río-Lanza
- Nicole Koenig‐Lewis
- Ana M. Díaz-Martín
- Adrian Palmer
- L. Harris
Citations in the corpus
- The effects of anticipatory emotions on service satisfaction and behavioral intention (2014, background): “One significant stream of research has studied the emotional basis for satisfaction/ dissatisfaction in the context of service failure and recovery (Boshoff 2012; Gabbott et al. 2011; Varela-Neira et al. 2008).”
- A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2011, background): “…is, satisfaction with handling the problem (e.g., Tax, Brown, and Chandrashekaran 1998) or cumulative satisfaction, that is, overall satisfaction with the organization (e.g., Varela-Neira, Vázquez-Casielles, and Iglesias-Argüelles 2008) or service (e.g., Worsfold, Worsfold, and Bradley 2007).”
- Satisfaction with service recovery: Perceived justice and emotional responses (2009, background): “…et al., 1994; Patterson et al., 1997), or do not analyze all three components (Oliver and Swan, 1989a,b), other researchers (Smith et al., 1999; Varela-Neira et al., 2008) recommend including all components of perceived justice (distributive, procedural, and interactional) in research on…”