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Cited by 864

The DOI matches its Crossref record; 17 of the 17 references it cites were found in a registry or an index.

The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments

Open access
Smith, A. K., Bolton, R. N.·2002·Journal of the Academy of Marketing Science
DOI 10.1177/03079450094298
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Abstract

This study examines the role of customer emotions in the context of service failure and recovery encounters. It investigates how customers' emotional responses to service failures influence their satisfaction judgments after accounting for cognitive antecedents of satisfaction. The study also considers how customers' emotional responses to service failures influence how they evaluate an organization's recovery efforts. The research is conducted by surveying customers about their satisfaction judgments in two service settings, restaurants and hotels. The results suggest that customers' emotional responses to service failures will influence their recovery effort evaluations and satisfaction judgments in some circumstances and that the effects of emotion vary across industry settings. This study identifies the types of efforts that are most effective in helping customers “recover” from the negative emotions caused by service failures.

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Metadata

Authors
Smith, A. K., & Bolton, R. N.
Venue
Journal of the Academy of Marketing Science
Publisher
Springer Science and Business Media LLC
Published
2002-01-01
Volume
30
Issue
1
Pages
5-23
ISSN
0092-0703 (ISSN-L)
DOI
10.1177/03079450094298
OpenAlex
W2164309533
Cited by
864
References
17
FWCI
32.07
Type
journal article
Language
en
Open access
green

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.