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The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

Year: 2008

Type: article

Abstract: The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations.

Source: Service Industries Journal

DOI: 10.1080/02642060801917612

Authors: Concepción Varela-Neira, Rodolfo Vázquez-Casielles, Víctor Iglesias-Argüelles

Institution: Universidad de Oviedo

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Marketing

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W2118352225

FWCI: 19.47

Cites: 67

Cited by: 108

Related to: 10