Details

Autor(en) / Beteiligte

• Varela-Neira, Concepción
• Vázquez-Casielles, Rodolfo
• Iglesias-Argüelles, Víctor

Titel

The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

Ist Teil von

• The Service industries journal, 2008-05, Vol.28 (4), p.497-512

Ort / Verlag

London: Routledge

Erscheinungsjahr

2008

Quelle

Business Source Ultimate【Trial: -2024/12/31】【Remote access available】

Beschreibungen/Notizen

• 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.