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



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