The fading affect bias: Examining changes in affect and behavioral intentions in restaurant service failures and recoveries
被引:26
|
作者:
Kim, Jong-Hyeong
论文数: 0引用数: 0
h-index: 0
机构:
Sun Yat Sen Univ, Sch Tourism Management, Guangzhou 510275, Guangdong, Peoples R ChinaSun Yat Sen Univ, Sch Tourism Management, Guangzhou 510275, Guangdong, Peoples R China
Kim, Jong-Hyeong
[1
]
Jang, SooCheong
论文数: 0引用数: 0
h-index: 0
机构:
Purdue Univ, Sch Hospitality & Tourism Management, W Lafayette, IN 47907 USASun Yat Sen Univ, Sch Tourism Management, Guangzhou 510275, Guangdong, Peoples R China
Jang, SooCheong
[2
]
机构:
[1] Sun Yat Sen Univ, Sch Tourism Management, Guangzhou 510275, Guangdong, Peoples R China
[2] Purdue Univ, Sch Hospitality & Tourism Management, W Lafayette, IN 47907 USA
The fading affect bias (FAB) refers to the way in which affect associated with a negative event fades more quickly than affect associated with a positive event. The FAB is a healthy coping behavior developed by humans to deal with negative emotions. Drawing on the FAB hypothesis, this study investigated whether customers' negative experiences of service failures faded more quickly from their memories than positive experiences did, such as contentedness with recovery efforts and overall satisfaction. This study also examined the moderating role of the type of service failure and service recovery on changes in the intensity of the FAB. The results suggest that individuals dissipate their anger about negative service experiences and their discontent by reappraising the event in a more positive light and by boosting implicit positive experiences (i.e., the experiences provided in service recovery). However, the amount of affect that faded significantly differed among failure types. The results also demonstrated that service recovery can help individuals evaluate a service more positively and reduce their intentions to engage in negative behaviors over time. The theoretical and managerial implications of this study are discussed in detail. (C) 2014 Elsevier Ltd. All rights reserved.
机构:
Victoria Univ Wellington, Sch Psychol, Te Herenga Waka, Wellington, New Zealand
Victoria Univ Wellington, Sch Psychol, Te Herenga Waka, Level 6,Easterfield Bldg,POB 600, Wellington 6140, New ZealandVictoria Univ Wellington, Sch Psychol, Te Herenga Waka, Wellington, New Zealand
机构:
Eastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USAEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA
Bond, Gary D.
Speller, Lassiter F.
论文数: 0引用数: 0
h-index: 0
机构:
Eastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USAEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA
Speller, Lassiter F.
Jimenez, Jaqueline Coeto
论文数: 0引用数: 0
h-index: 0
机构:
Univ Anahuac Puebla, Sch Psicol, Puebla, MexicoEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA
Jimenez, Jaqueline Coeto
Smith, Danielle
论文数: 0引用数: 0
h-index: 0
机构:
Eastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USAEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA
Smith, Danielle
Marin, Perla G.
论文数: 0引用数: 0
h-index: 0
机构:
Eastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USAEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA
Marin, Perla G.
Greenham, Melanie B.
论文数: 0引用数: 0
h-index: 0
机构:
Eastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USAEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA
Greenham, Melanie B.
Holman, Rebecka D.
论文数: 0引用数: 0
h-index: 0
机构:
Eastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USAEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA
Holman, Rebecka D.
Varela, Edward
论文数: 0引用数: 0
h-index: 0
机构:
Eastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USAEastern New Mexico Univ, Dept Psychol Sci, 1500 S Ave K Stn 35, Portales, NM 88130 USA