The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

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dc.contributor.authorAmy K. Smith
dc.contributor.authorRuth N. Bolton
dc.date.accessioned2016-01-14T19:53:09Z
dc.date.accessioned2016-03-30T15:36:25Z
dc.date.available2016-01-14T19:53:09Z
dc.date.available2016-03-30T15:36:25Z
dc.date.issued2002-01-01
dc.description.abstractThis study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers’emotional responses to service failures influence their satisfaction judgments after accounting for cognitive antecedents of satisfaction. The study also considers how customers’emotional responses to service failures influence how they evaluate an organization’s recovery efforts. The research is conducted by surveying customers about their satisfaction judgments in two service settings, restaurants and hotels. The results suggest that customers’ emotional responses to service failures will influence their recovery effort evaluations and satisfaction judgments in some circumstances and that the effects of emotion vary across industry settings. This study identifies the types of efforts that are most effective in helping customers “recover” from the negative emotions caused by service failures.en_US
dc.description.peerreviewYesen_US
dc.description.peerreviewnoteshttps://us.sagepub.com/en-us/nam/manuscript-submission-guidelinesen_US
dc.identifier.citationSmith, A. K., & Bolton, R. N. (2002). The Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments. Journal of the Academy of Marketing Science, 30(1), 5-23. doi: 10.1177/03079450094298en_US
dc.identifier.doi10.1177/03079450094298en_US
dc.identifier.urihttp://hdl.handle.net/11244/25097
dc.language.isoen_USen_US
dc.publisherJournal of the Academy of Marketing Science
dc.rightsAttribution 3.0 United States
dc.rights.requestablefalseen_US
dc.rights.urihttp://creativecommons.org/licenses/by/3.0/us/
dc.subjecten_US
dc.titleThe Effect of Customers’ Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgmentsen_US
dc.typeResearch Articleen_US

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