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Effects of dissatisfaction in tourist services: The role of anger and regret · Study

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ArticleEffects of dissatisfaction in tourist services: The role of anger and regret

Isabel Sánchez‐García2011

Article2011

Effects of dissatisfaction in tourist services: The role of anger and regret

Isabel Sánchez‐García · Rafael Currás Pérez

217 citations·0/0 files stored·Tourism Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Emotional Labor in Professions

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1951Coefficient Alpha and the Internal Structure of Tests 1988On the Evaluation of Structural Equation Models 1980Significance tests and goodness of fit in the analysis of covariance structures.1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1991Emotion And Adaptation 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1985Patterns of cognitive appraisal in emotion.

Cited by

2018The impact of positive emotional experiences on eWOM generation and loyalty 2019Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation 2021Travel for Affection: A Stimulus-Organism-Response Model of Honeymoon Tourism Experiences 2018Dissatisfaction, Disconfirmation, and Distrust: an Empirical Examination of Value Co-Destruction through Negative Electronic Word-of-Mouth (eWOM)2022Service failure research in the hospitality and tourism industry: a synopsis of past, present and future dynamics from 2001 to 2020

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Details

Year2011

Typearticle

Published2011-02-22

VenueTourism Management

ISSN-L0261-5177

Languageen

Citations217

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.tourman.2011.01.016

openalex_workW2018730759

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2020Why do people switch mobile payment service platforms? An empirical study in Taiwan

2017Literature review on service quality in hospitality and tourism (1984-2014)

2014Online Complaining Behavior in Mainland China Hotels: The Perception of Chinese and Non-Chinese Customers