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The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context |
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| Authors: | Concepción Varela-Neira Rodolfo Vázquez-Casielles Víctor Iglesias-Argüelles |
| Institution: | 1. Departamento de Administración de Empresas y Contabilidad , Facultad de Ciencias Económicas y Empresariales, Universidad de Oviedo , Oviedo , Asturias , Spain UO184828@uniovi.es;3. Departamento de Administración de Empresas y Contabilidad , Facultad de Ciencias Económicas y Empresariales, Universidad de Oviedo , Oviedo , Asturias , Spain |
| 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. |
| Keywords: | customer satisfaction justice emotions disconfirmation service failure and recovery |