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

Service Industries Journal

Volumn 28, Issue 4, 2008, Pages 497-512

  Varela Neira, Concepción ^a   Vázquez Casielles, Rodolfo ^a   Iglesias Argüelles, Víctor ^a  

^a UNIVERSITY OF OVIEDO   (Spain)

Author keywords

Customer satisfaction; Disconfirmation; Emotions; Justice; Service failure and recovery

Indexed keywords

COGNITION; CONSUMPTION BEHAVIOR; FINANCIAL SERVICES; MODELING; RESIDENTIAL SATISFACTION;

EID: 47349119873     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060801917612     Document Type: Article

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