Customer Responses Following Service Failures:
Author:
Affiliation:
1. Doctoral Student, School of Business Administration, Hitotsubashi University, Japan
Publisher
Japan Marketing Academy
Link
https://www.jstage.jst.go.jp/article/marketing/43/4/43_2024.018/_pdf
Reference45 articles.
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2. Anderson, C., & Galinsky, A. D. (2006). Power, optimism, and risk-taking. European Journal of Social Psychology, 36(4), 511–536.
3. Balaji, M. S., Khong, K. W., & Chong, A. Y. L. (2016). Determinants of negative word-of-mouth communication using social networking sites. Information & Management, 53(4), 528–540.
4. Balaji, M. S., Roy, S. K., & Quazi, A. (2017). Customers’ emotion regulation strategies in service failure encounters. European Journal of Marketing, 51(5/6), 960–982.
5. Bechwati, N. N., & Morrin, M. (2003). Outraged consumers: Getting even at the expense of getting a good deal. Journal of Consumer Psychology, 13(4), 440–453.
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