The Role of Anxiety and Regret After an Unsatisfactory Service Recovery
Trust violation on suppliers is a problem facing operations and marketing managers. So, how can some individuals characteristcs influence company’s level of confidence on a supplier? We investigate how different levels of anxiety and regret can influence buyer’s trust on suppliers after an unsatisfactory service recovery.
Gilmar D’Agostini Oliveira Casalinho, Roberto Guedes Nonohay, and Eduardo Rech (2017) ,"The Role of Anxiety and Regret After an Unsatisfactory Service Recovery ", in LA - Latin American Advances in Consumer Research Volume 4, eds. Enrique P. Becerra, Ravindra Chitturi, and Maria Cecilia Henriquez Daza and Juan Carlos Londoño Roldan, Duluth, MN : Association for Consumer Research, Pages: 31-31.
Gilmar D’Agostini Oliveira Casalinho, Federal Institute of Education, Science and Technology (IFRS), Brazil
Roberto Guedes Nonohay, Federal University of Rio Grande do Sul, Brazil
Eduardo Rech, Federal University of Rio Grande do Sul, Brazil
LA - Latin American Advances in Consumer Research Volume 4 | 2017
To Apologize, or Not to Apologize? That is A Question - How Should an Organization Respond to Executive Employees’ Private Life Misconduct?
Zayed Bin Islam, University of Guelph, Canada
Juan Wang, University of Guelph, Canada
Towhidul Islam, University of Guelph, Canada
H7. Too Risky to Be Luxurious: Stigmatized Luxury Product Attributes Can Weaken or Increase Social Risk to Determine Conspicuous Consumption
Jerry Lewis Grimes, Grenoble Ecole de Management
Yan Meng, Grenoble Ecole de Management
The Self-Bolstering Effects of Repeated Affirmations over Time
Alejandra Rodriguez, Oklahoma State University, USA
Ted Matherly, Oklahoma State University, USA