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.
Citation:
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.
Authors
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
Volume
LA - Latin American Advances in Consumer Research Volume 4 | 2017
Share Proceeding
Featured papers
See MoreFeatured
D11. A Hidden Cost of Advocating: Attitude Depolarization After Recommending
Ravini Savindya Abeywickrama, University of Melbourne, Australia
Gergely Nyilasy, University of Melbourne, Australia
Simon M. Laham, University of Melbourne, Australia
Featured
C6. How Does Unsatisfied Curiosity Stir Our Craving For Food?
Chen Wang, Drexel University, USA
Featured
Worse is Bad: Asymmetric Inferences on Items and Assortments From Logically Equivalent Comparisons
Yoel Inbar, University of Toronto, Canada
Ellen Evers, University of California Berkeley, USA