The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context
Open accessAbstract
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.
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Cites
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462 · see citing works
Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management · doi:10.1108/09564230410532484 · Cited by 725 · see citing works
Patterson, P. G., Cowley, E., & Prasongsukarn, K. (2006) · International Journal of Research in Marketing · doi:10.1016/j.ijresmar.2006.02.004 · Cited by 525 · cited 2× · see citing works
“So, while several studies (Kau & Loh, 2006; Patterson et al., 2006; Smith et al., 1999) prove that distributive justice (redress) has more influence than interactional justice (courtesy) on satisfaction with the service recovery, Tax et al. (1998) find that interactional justice has the biggest…”
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A Meta-Analysis of Organizational Complaint Handling and Customer Responses
Gelbrich, K., & Roschk, H. (2011) · Journal of Service Research · doi:10.1177/1094670510387914 · Cited by 481 · see citing works
The Role of Customer Affection and Trust in Loyalty Rebuilding after Service Failure and Recovery
La, S., & Choi, B. (2012) · The Service Industries Journal · doi:10.1080/02642069.2011.529438 · Cited by 133 · see citing works
- Authors
- Varela-Neira, C., Vázquez-Casielles, R., & Iglesias-Argüelles, V.
- Venue
- The Service Industries Journal
- Publisher
- Informa UK Limited
- Published
- 2008-05
- Volume
- 28
- Issue
- 4
- Pages
- 497-512
- ISSN
- 0264-2069 (ISSN-L)
- 1743-9507
- OpenAlex
- W2118352225
- Cited by
- 103
- References
- 3
- Citations by year
- 2026: 1 · 2025: 4 · 2024: 6 · 2023: 2 · 2022: 4 · 2021: 1 · 2020: 4 · 2019: 8 · 2018: 6 · 2017: 5 · 2016: 6 · 2015: 5 · 2014: 12 · 2013: 7 · 2012: 8
- FWCI
- 14.99
- Type
- journal article
- Language
- en
- Open access
- green
- hdl.handle.net
- Licence
- cc-by-nc-nd
- Locations
- Service Industries Journal (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Consultation of the Doctoral Thesis Database (TESEO) (Ministerio de Educación, Cultura y Deporte) (submittedVersion, cc-by-nc-nd)
- Topics
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Sociology and Political Science › Emotional Labor in Professions
- Social Sciences › Business, Management and Accounting › Marketing › Service and Product Innovation
- Keywords
- consumer emotions, service failure, service recovery, cognitive assessment, customer satisfaction, expectation disconfirmation, perceived justice, financial services customers
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