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 [1 ]
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
关键词
Affect fading; Affect intensity; Memory; Service failure; Service recovery; Restaurant service; AUTOBIOGRAPHICAL MEMORY; CUSTOMER SATISFACTION; PERCEIVED JUSTICE; PERSONALITY; EMOTIONS; QUALITY; EVENTS; MODEL; PLEASANTNESS; STRATEGIES;
D O I
10.1016/j.ijhm.2014.03.011
中图分类号
F [经济];
学科分类号
02 ;
摘要
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.
引用
收藏
页码:109 / 119
页数:11
相关论文
共 50 条
  • [31] Does Job Security Affect Fertility and Fertility Intentions in Ghana? Examining the Evidence
    Nkechi S. Owoo
    Monica P. Lambon-Quayefio
    Journal of Family and Economic Issues, 2022, 43 : 86 - 99
  • [32] Does Job Security Affect Fertility and Fertility Intentions in Ghana? Examining the Evidence
    Owoo, Nkechi S.
    Lambon-Quayefio, Monica P.
    JOURNAL OF FAMILY AND ECONOMIC ISSUES, 2022, 43 (01) : 86 - 99
  • [33] Does restaurant menu information affect customer attitudes and behavioral intentions? A cross-segment empirical analysis using PLS-SEM
    Fakih, Khodr
    Assaker, Guy
    Assaf, A. George
    Hallak, Rob
    INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT, 2016, 57 : 71 - 83
  • [34] Conservatism positively predicted fading affect bias in the 2016USpresidential election at low, but not high, levels of negative affect
    Gibbons, Jeffrey A.
    Dunlap, Spencer M.
    LeRoy, Stephanie
    Thomas, Taylor
    APPLIED COGNITIVE PSYCHOLOGY, 2021, 35 (01) : 98 - 111
  • [35] A study of factors that affect user intentions toward email service switching
    Kim, Gimun
    Shin, Bongsik
    Lee, Ho Geun
    INFORMATION & MANAGEMENT, 2006, 43 (07) : 884 - 893
  • [36] Does language homophily affect migrant consumers' service usage intentions?
    Pezzuti, Todd
    Pierce, Meghan E.
    Leonhardt, James M.
    JOURNAL OF SERVICES MARKETING, 2018, 32 (05) : 581 - 591
  • [37] Age Is Positively Associated With Fading Affect Bias: A Cross-Sectional Comparison
    Marsh, Claire
    Crawford, Matthew T.
    PSYCHOLOGY AND AGING, 2024, 39 (02) : 139 - 152
  • [38] The Fading Affect Bias Begins Within 12 Hours and Persists for 3 Months
    Gibbons, Jeffrey A.
    Lee, Sherman A.
    Walker, W. Richard
    APPLIED COGNITIVE PSYCHOLOGY, 2011, 25 (04) : 663 - 672
  • [39] Cannabis-associated impairments in the fading affect bias and autobiographical memory specificity
    Pillersdorr, Daniel
    Scoboria, Alan
    CONSCIOUSNESS AND COGNITION, 2019, 74
  • [40] Fading affect bias in Mexico: Differential fading of emotional intensity in death memories and everyday negative memories
    Bond, Gary D.
    Speller, Lassiter F.
    Jimenez, Jaqueline Coeto
    Smith, Danielle
    Marin, Perla G.
    Greenham, Melanie B.
    Holman, Rebecka D.
    Varela, Edward
    APPLIED COGNITIVE PSYCHOLOGY, 2022, 36 (05) : 1022 - 1033