Title

Discrete Negative Emotions And Customer Dissatisfaction Responses In A Casual Restaurant Setting

Keywords

attribution; dissatisfaction responses; negative emotions; service recovery

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 × 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. © 2008 International Council on Hotel, Restaurant and Institutional Education.

Publication Date

1-1-2008

Publication Title

Journal of Hospitality and Tourism Research

Volume

32

Issue

1

Number of Pages

89-107

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1177/1096348007309570

Socpus ID

67349144913 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/67349144913

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