12 research outputs found
The Intentional Use of Service Recovery Strategies to Influence Consumer Emotion, Cognition and Behaviour
Service recovery strategies have been identified as a critical factor in the success of. service organizations. This study develops a conceptual frame work to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioural responses of . consumers., as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers' to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2 x 2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect
Arousal expectations and service evaluations
10.1108/09564230610667087International Journal of Service Industry Management173229-24
The impact of expected variance in performance on the satisfaction process
10.1108/09564230110405271International Journal of Service Industry Management124342-35
Congruency of scent and music as a driver of in-store evaluations and behavior
10.1016/S0022-4359(01)00042-2Journal of Retailing772273-28
The role of store environmental stimulation and social factors on impulse purchasing
10.1108/08876040810909686Journal of Services Marketing227562-56
Consumer responses to compensation, speed of recovery and apology after a service failure
10.1108/09564230410532484International Journal of Service Industry Management152150-16
The role of arousal congruency in influencing consumers' satisfaction evaluations and in-store behaviors
10.1108/09564230710732876International Journal of Service Industry Management1816-2
Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences
10.1108/09564230910978494Journal of Service Management204380-40