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| Tekijä: | Sanchez-Garcia, I. Curras-Perez, R. |
| Otsikko: | Effects of dissatisfaction in tourist services: The role of anger and regret |
| Lehti: | Tourism Management
2011 : DEC, VOL. 32:6, p. 1397-1406 |
| Asiasana: | Spain tourism service hotel and catering industry restaurants consumer behaviour consumer satisfaction |
| Vapaa asiasana: | dissatisfaction |
| Kieli: | eng |
| Tiivistelmä: | Dissatisfied customers because of a service failure probably will switch the provider, will complain and/or will spread negative word-of-mouth. Based on a sample of nearly 360 users of restaurants and more that 300 users of hotel services. it is shown that, whereas anger has a significant influence on the three behaviors under study, regret only affects switching and negative word-of-mouth. In addition, minor differences btw. hotels and restaurants have been found in the case of restaurants due to anger not being an antecedent of switching while regret having an inverse effect on complaining. |
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