Event Title

Poster: The Influence of Emotional Responses on Service Recovery Efforts

Location

Moakley Atrium

Start Time

12-5-2016 4:00 PM

End Time

12-5-2016 5:00 PM

Description

The goal of the current study is to examine the interaction between consumer emotional state and service recovery strategies on consumer outcomes. Service recovery refers to the actions firms take in response to service failure in order to satisfy customers and encourage their return. Participants were randomly assigned to either a worry or anger condition and subsequently provided with a cognitive or affective recovery. Results revealed worried participants prefer affective recoveries, while angry participants prefer cognitive recoveries.

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May 12th, 4:00 PM May 12th, 5:00 PM

Poster: The Influence of Emotional Responses on Service Recovery Efforts

Moakley Atrium

The goal of the current study is to examine the interaction between consumer emotional state and service recovery strategies on consumer outcomes. Service recovery refers to the actions firms take in response to service failure in order to satisfy customers and encourage their return. Participants were randomly assigned to either a worry or anger condition and subsequently provided with a cognitive or affective recovery. Results revealed worried participants prefer affective recoveries, while angry participants prefer cognitive recoveries.