Pre-recovery and post-recovery emotions in the service context: a preliminary study

ÖZGEN Ö., Kurt S.

MANAGING SERVICE QUALITY, cilt.22, sa.6, ss.592-605, 2012 (SSCI) identifier identifier

  • Yayın Türü: Makale / Tam Makale
  • Cilt numarası: 22 Sayı: 6
  • Basım Tarihi: 2012
  • Doi Numarası: 10.1108/09604521211287561
  • Dergi Adı: MANAGING SERVICE QUALITY
  • Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
  • Sayfa Sayıları: ss.592-605
  • Anahtar Kelimeler: Service failures, Consumer behaviour, Customer relations, Service recovery, Emotions, Justice perception, Severity of failure, CUSTOMER SATISFACTION, PERCEIVED JUSTICE, ANGRY CUSTOMERS, RESPONSES, FAILURE, DISSATISFACTION, FAIRNESS, REGRET, IMPACT, MODEL
  • Dokuz Eylül Üniversitesi Adresli: Evet

Özet

Purpose - The purpose of this study is to analyze the mediating role of pre-recovery emotions on the relationship between severity of service failure and post-recovery positive and negative emotions and to examine the mediating role of justice perceptions on the interaction between pre-recovery and post-recovery emotions.