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.



Citation:

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.

Authors

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



Volume

E - European Advances in Consumer Research Volume 10 | 2013



Share Proceeding

Featured papers

See More

Featured

F3. The Dark Side of Happy Brands: A Case Study of Newport Cigarette Advertising

Timothy Dewhirst, University of Guelph, Canada
Wonkyong Beth Lee, Western University, Canada

Read More

Featured

F8. Dual Routes for Consumer Responses to Corporate Social Responsibility: The Role of Positive Moral Emotions, Attitudes, and Empathy

Chunyan Xie, Western Norway University of Applied Sciences
Richard P. Bagozzi, University of Michigan, USA

Read More

Featured

Running Through Time: How Life Rhythms Foster Identity Permanence

Benjamin Rosenthal, Fundação Getúlio Vargas
Eliane Zamith Brito, Fundação Getúlio Vargas

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.