Original paper
Customers’ emotions in service failure and recovery: a meta-analysis
Abstract
Customers’ emotions have emerged as a dominant dimension in the complaint-handling domain. This research provides a quantitative synthesis of the role of emotions triggered by service failure and recovery situations. First, we develop a unifying conceptual framework that considers emotional reactions triggered by both service failure and recovery and explains why customers are likely to get “emotional twice.” Second, we show that studies...
Paper Details
Title
Customers’ emotions in service failure and recovery: a meta-analysis
Published Date
Jun 10, 2020
Journal
Volume
31
Issue
2-3
Pages
199 - 216
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Notes
History