Customers’ Emotions in Service Failure and Recovery: a Meta-Analysis

This service failure/recovery emotions’ synthesis showed: 1) Conceptual models of emotions affect the relationship between emotions and their correlates; 2) Perceived fairness is most important in triggering negative/positive emotions; 3) Recovery satisfaction and loyalty are stronger related to positive emotions; 4) Methodological characteristics explain systematic variation in the effect sizes.


Chiara Orsingher, Sara Valentini, and Alexandra Polyakova (2017) ,"Customers’ Emotions in Service Failure and Recovery: a Meta-Analysis ", in NA - Advances in Consumer Research Volume 45, eds. Ayelet Gneezy, Vladas Griskevicius, and Patti Williams, Duluth, MN : Association for Consumer Research, Pages: 791-792.


Chiara Orsingher, University of Bologna, Italy
Sara Valentini, University of Bologna, Italy
Alexandra Polyakova, University of Sussex, UK


NA - Advances in Consumer Research Volume 45 | 2017

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