Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting

By Anna S. Mattila, Heejung Ro. 2008

247 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/b27b97a49cec691e21ce6feb755e290f96ce840e

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In Organizational Behavior and Human Resource Management

In Social Psychology

In Sociology and Political Science

Citations in the corpus

Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop (2016, background): “Please cite this article as: Kim, S., et al., Customer emotions and their trig before and after entering a ..., Journal of Business Research (2016), http://d Another alternative suggested is that customer emotions are examined at an individual level (Mattila & Ro, 2008).”
The impact of consumer confusion from eco-labels on negative WOM, distrust, and dissatisfaction (2017, background): “Mattila and Ro (2008) also find that, with regard to discrete emotions, anger is directly linked to negative WOM.”
A consumption emotion measurement development: a full-service restaurant setting (2010, background): “Some studies have addressed the importance of emotions derived from full-service restaurant customers’ dining experiences (e.g. Dube-Rioux, 1990; Ladhari et al., 2008; Mattila & Ro, 2008).”
The Effect of Recovery Locus Attributions and Service Failure Severity on Word-of-Mouth and Repurchase Behaviors in the Hospitality Industry (2011, background): “…such as annoyance, disappointment, regret, anger, and sadness caused by failed service encounters “are expected to lead to increased dissatisfaction” and “the overall valence then becomes the driving force behind consumers’ behavioral responses to service failures” (Mattila & Ro, 2008b, p. 90).”
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “Notably, negative emotions caused by failed service encounters (e.g., unfair service treatment) “are expected to lead to increased dissatisfaction” and “the overall valence then becomes the driving force behind consumers’ behavioral responses to service failures” (Mattila & Ro, 2008, p. 90).”