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
The Effects of Subjective Knowledge and Naïve Theory on Consumers’ Inference of Missing Information
Lien-Ti Bei, National Chengchi Uniersity, Taiwan
Li Keng Cheng, National Chengchi Uniersity, Taiwan
Featured
M13. Keep Consistency in Good Old Days: The Effect of Nostalgia on Consumers' Consistency Seeking Behavior
Yafeng Fan, Tsinghua University
Jing Jiang, Renmin University of China
Featured
P5. Can(Can’t) Control, thus Try to Save (Earn): The Joint Effect of Perceived Control and Financial Deprivation on Financial Decisions
Min Jung Kim, Manhattan College