The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

Concepción Varela-Neira, Rodolfo Vázquez-Casielles and Víctor Iglesias-Argüelles

The Service Industries Journal, 2008, vol. 28, issue 4, 497-512

Abstract: The aim of this paper is to explore the relationship between customers' negative emotions after a failure, their cognitive evaluations of the recovery process, and the overall or cumulative satisfaction in a service context. Two different constructs measure a customer's cognitive evaluations of the recovery process: disconfirmation of expectations and perceived justice. The proposed model is tested on a sample of financial service customers who suffered some type of failure. The results indicate that emotions have an indirect effect on overall or cumulative satisfaction through cognitive evaluations.

Date: 2008
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Citations: View citations in EconPapers (8)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:28:y:2008:i:4:p:497-512

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DOI: 10.1080/02642060801917612

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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