6533b7d8fe1ef96bd12696e2
RESEARCH PRODUCT
Effects of dissatisfaction in tourist services: The role of anger and regret
Isabel Sánchez-garcíaRafael Currás-pérezsubject
Service (business)Strategy and Managementmedia_common.quotation_subjectTransportationRegretAdvertisingSample (statistics)DevelopmentAngerAntecedent (behavioral psychology)Tourism Leisure and Hospitality ManagementHotel servicesPsychologySocial psychologyConsumer behaviourTourismmedia_commondescription
Abstract Dissatisfied customers due to a service failure probably will switch the provider, will complain and/or will spread negative word-of-mouth. However, to what extent some specific emotions triggered by dissatisfaction can mediate between the latter and the previous mentioned behaviours? A sample of 359 users of restaurants and 308 users of hotel services has shown that, whereas anger has a significant influence on the three behaviours under study, regret only affects switching and negative word-of-mouth. Furthermore, slight differences between hotels and restaurants have been found because, in the case of restaurants, anger is not an antecedent of switching whereas regret has an inverse effect on complaining.
| year | journal | country | edition | language |
|---|---|---|---|---|
| 2011-12-01 | Tourism Management |