Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as...

Poor complaint management may result in organizations losing customers and revenue. Consumers exhibit negative emotional responses when dissatisfied and this may lead to a complaint to a third-party organization. Since little information is available on the role of emotion in the consumer...

Emotions are part of everyday life and how we feel influences our behavior as a parent, child, partner, friend, employee, employer, consumer, and service provider. While there is extensive knowledge of decision-making in consumer behavior, little is known about consumer emotional responses...