The road to recovery: Overcoming service failures through positive emotions

Lastner, Matthew M.; Folse, Judith Anne Garretson; Mangus, Stephanie M.; Fennell, Patrick

doi:10.1016/j.jbusres.2016.04.002

Cited by 52 publications

(43 citation statements)

References 37 publications

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“…The consensus remains that in any given situation, whether a satisfactory or dissatisfactory one, recovery evaluation leads to customer post-recovery behaviour defined across beneficial and detrimental behaviours (Bougie et al, 2003;Choi & Mattila, 2008;Ozuem et al, 2018). Positive WOM and repurchase intentions are two of the explanatory elements of beneficial activities (Matos et al, 2007;Lastner et al, 2016). Complaining, switching and spreading negative WOM are examples of customer detrimental behaviours (Casado-Diaz & Nicolau-Gonzalbez, 2009;Choi & Choi, 2014).…”

Section: Recovery Evaluations and Customer Post-recovery Behaviourmentioning

confidence: 99%

An exploration into the practice of online service failure and recovery strategies in the Balkans

Azemi

Ozuem

Howell

et al. 2019

Journal of Business Research

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Section: Recovery Evaluations and Customer Post-recovery Behaviourmentioning

confidence: 99%

An exploration into the practice of online service failure and recovery strategies in the Balkans

Azemi

Ozuem

Howell

et al. 2019

Journal of Business Research

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“…Previous research has shown that positive emotions associated with past behavior stimulate subsequent behavioral intentions (Bagozzi et al, ; Louro et al, ) by reinforcing an individual's belief in their ability to attain positive outcomes through their actions (Louro et al, ). Appraisals of pride in marketing have been applied to contexts such as service satisfaction (Lastner, Folse, Mangus, & Fennell, ), snack consumption (Winterich & Haws, ), and wasteful consumption behavior (Peter & Honea, ), yet the role of pride is still relatively underexplored. More recently, in a sustainability context, Schaffner, Demarmels, and Juettner () successfully used communications about biodiversity to evoke positive and negative emotions; however, their study did not look at past consumption behavior or recalled pride and guilt specifically.…”

Section: Conceptualizationmentioning

confidence: 99%

Pride in my past: Influencing sustainable choices through behavioral recall

Rowe

Dimitriu

Charnley

et al. 2019

Psychology and Marketing

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Emotional appraisal research has demonstrated that recalling a past behavior and its associated emotions can influence future behavior. However, how such recalled emotions shape sustainable consumer choice has not been examined. This study examines the role of recalled pride and guilt in shaping sustainable purchase intentions and the mediating role of anticipated pride and guilt. A conceptual model is proposed for motivating sustainable purchase intentions through the emotions associated with the behavioral recall. The model is applied in two experiments with online consumers examining purchase intentions of low carbon cars. Recalling feelings of pride associated with a past sustainability‐related behavior increases sustainable purchase intention, as compared with a neutral recall. This effect occurs through the mediation of both anticipated pride at the prospect of a sustainable behavior choice and anticipated guilt if the future choice is not sustainable. Similar hypotheses relating to recalled guilt at past unsustainable behavior were not supported. The study contributes to research on sustainable consumption, revealing an emotional route by which past behavior can influence future behavior. It also adds to emotional appraisal research by showing the role of specific self‐conscious emotions in forming this route, as prior research has focused more broadly on emotional valence.

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“…In light of this changing retailing landscape, we pose two important research questions: First, how does the effort of referent consumers influence the price judgments of buyers, particularly under conditions of disadvantaged price inequality? While the broader consumer behavior literature has demonstrated the impact of one's own effort on a variety of consumer response domains including satisfaction (Lastner, Folse, Mangus, & Fennell, ; Mohr & Bitner, ; Roggeveen, Tsiros, & Grewal, ), promotional participation (Folse, Niedrich, & Grau, ), emotional responses (McColl‐Kennedy & Sparks, ), willingness to pay (Morales, ), and price fairness (Xia et al, ), no research that the authors are aware of has examined the influence of the effort of other consumers in the marketplace on perceptions of price fairness. Regardless of operationalizing effort in terms of the number of stores searched (Mowen & Grove, ), purchase volume (Folse et al, ) or transaction history (Reczek, Haws, & Summers, ), the focus of previous research has been on the efforts expended by the consumer, firsthand.…”

mentioning

confidence: 99%

I guess that is fair: How the efforts of other customers influence buyer price fairness perceptions

Lastner

Fennell

Folse

et al. 2019

Psychology and Marketing

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Past research has demonstrated that consumers' price fairness judgments are influenced by comparisons between the offer price they receive and the prices paid by other consumers for the same product offering. In today's digital age, reference points for purchases are more prevalent than ever. However, investigations on how certain inputs of the transaction affect these judgments is lacking. Specifically, extant research has failed to account for how the purchase efforts of other consumers can influence one's own price fairness evaluations. Moreover, relatively little empirical research has endeavored to understand the simultaneous cognitive and affective processes that explain how consumers arrive at price fairness judgments. To address these gaps in the literature, we introduce two studies aimed at understanding the process through which the salient efforts of referent consumers serve to mitigate perceptions of price unfairness when two customers pay different prices for the same product. The findings support a dual‐process model whereby the efforts of other (referent) customers serve to simultaneously reduce buyer anger and increase buyer understanding of the price disparity, ultimately mitigating perceptions of price unfairness.

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The road to recovery: Overcoming service failures through positive emotions

Cited by 52 publications

References 37 publications

An exploration into the practice of online service failure and recovery strategies in the Balkans

An exploration into the practice of online service failure and recovery strategies in the Balkans

Pride in my past: Influencing sustainable choices through behavioral recall

I guess that is fair: How the efforts of other customers influence buyer price fairness perceptions

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