The role of negative emotions in explaining restaurant customer dissatisfaction and behavioral intention
YJ Jang, WG Kim - 2011 - scholarworks.umass.edu
This study aims to enhance the understanding of the influence of regret and disappointment
on behavioral intentions (switching/negative WOM). Specifically, the purpose of this study is
to investigate the relationship among regret/disappointment, dissatisfaction, and
switching/negative WOM in service failure situations at a restaurant. The result indicated that
both regret and disappointment are significant determinants of customer dissatisfaction and
switching/negative WOM. Further, the study results have shown that regret is an important …
on behavioral intentions (switching/negative WOM). Specifically, the purpose of this study is
to investigate the relationship among regret/disappointment, dissatisfaction, and
switching/negative WOM in service failure situations at a restaurant. The result indicated that
both regret and disappointment are significant determinants of customer dissatisfaction and
switching/negative WOM. Further, the study results have shown that regret is an important …
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