Pre-recovery and post-recovery emotions in the service context: a preliminary study
MANAGING SERVICE QUALITY, cilt.22, sa.6, ss.592-605, 2012 (SSCI, Scopus)
- 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
- 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.