How to Overcome Experiential Regret in Service Failure : The Important Role of Service Justices

• 발행기관: 한국유통과학회
• 저자명: Hee-Joong Hwang Min-Jeong Kang Myoung-Kil Youn
• 간행물 정보: 『KODISA ICBE (International Conference on Business and Economics)』2015 International Conference on Business and Economics (ICBE 2015), 49~52쪽, 전체 4쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2015.07.31

영문 초록

Regret is so common as to be the second most frequently named emotion in a study of the use of emotions in everyday language (Shimanoff, 1984). Regret is a negative, cognitively based emotion that we experience when realizing or imagining that our present situation would have been better had we acted differently." (Zeelenberg, 1999). Meanwhile, complaint handling takes an important role in raising the retention rate of the customers who suffer from service problem (Hart et al., 1990). Customers anticipate enterprises will remedy their service failure. Complaining process enhances the relationship between dissatisfied customers and enterprise (Chebat and Slusarczyk, 2005). One of the strategies to retain customers is to recover justice from failures (Blodgett et al., 1997). This study intended to explore the impact of customer’s experiential regret in service failure on customer’s behavioral intention and investigate whether the service justice perceived by customer moderates the relationship between these two.

목차

1. Introduction

2. Theoretical Framework

3. Proposition Development

4. Methods

References

키워드

Experiential Regret Service Failure Behavior Intention Customers’Perception on Service Justice