DISCRETE NEGATIVE EMOTIONS AND CUSTOMER DISSATISFACTION RESPONSES IN A CASUAL RESTAURANT SETTING

    Authors

    A. S. Mattila;H. Ro

    Comments

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    Abbreviated Journal Title

    J. Hosp. Tour. Res.

    Keywords

    negative emotions; attribution; dissatisfaction responses; service; recovery; Hospitality, Leisure, Sport & Tourism

    Abstract

    The primary purpose of this study is to investigate customers' emotional responses following a service failure in a restaurant setting. Specifically, this study investigates how specific emotions (anger, disappointment or regret, worry) influence consumers' behavioral intentions. To gain a richer understanding of consumers' coping behaviors, the authors examine customers' locus of failure attributions. By using a 3 x 2 factorial between-subjects design, three attribution types (internal, external, and control condition) are matched with two service recovery outcomes (positive and negative). Findings suggest that customers with feelings of anger and disappointment or regret are likely to engage in various dissatisfaction responses (e. g., direct complaining, negative word-of-mouth, and switching), whereas worried customers are not. Attributing the failure to internal or external causes reduce switching and negative word-of-mouth intentions. Finally, the study results indicate that feelings of anger spill over to postrecovery satisfaction.

    Journal Title

    Journal of Hospitality & Tourism Research

    Volume

    32

    Issue/Number

    1

    Publication Date

    1-1-2008

    Document Type

    Article

    Language

    English

    First Page

    89

    Last Page

    107

    WOS Identifier

    WOS:000207753700005

    ISSN

    1096-3480

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