Emotional Suppression As a Moderator For the Impact of a Transgression on Consumers’ Satisfaction

This research demonstrates that consumers who are better able to suppress the negative emotions experienced a lower decrease in their satisfaction evaluation of the relationship with the seller after a transgression than those who had a lower negative emotion suppression capacity behavior.


Tatiane Silva dos Santos, Paulo Henrique Muller Prado, Danielle Mantovani, and José Carlos Korelo (2013) ,"Emotional Suppression As a Moderator For the Impact of a Transgression on Consumers’ Satisfaction", in E - European Advances in Consumer Research Volume 10, eds. Gert Cornelissen, Elena Reutskaja, and Ana Valenzuela, Duluth, MN : Association for Consumer Research, Pages: 339-339.


Tatiane Silva dos Santos, Universidade Federal do Paraná
Paulo Henrique Muller Prado, Universidade Federal do Paraná
Danielle Mantovani, Universidade Federal do Paraná
José Carlos Korelo, Universidade Federal do Paraná


E - European Advances in Consumer Research Volume 10 | 2013

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