Customers’ emotion regulation strategies in service failure encounters

Keyphrases

• Behavioral Response 33%
• Customer Emotion 100%
• Customer Evaluation 16%
• Customer Experience 16%
• Customer Response 16%
• Customer Satisfaction 50%
• Design Methodology 16%
• Emotion Regulation 66%
• Emotion Regulation Strategies 100%
• Frontline Employees 16%
• Hierarchical Regression Analysis 16%
• Hospitality 16%
• Hospitality Services 16%
• Moderating Role 16%
• Negative Emotions 16%
• Negative Word-of-mouth 16%
• Negative Word-of-mouth Intention 33%
• Partial Least Squares Structural Equation Modeling (PLS-SEM) 16%
• Perceived Injustice 33%
• Positive Emotions 16%
• Recovery Strategy 16%
• Regulation Impacts 16%
• Repurchase Intention 50%
• Response Behavior 16%
• Role of Emotions 16%
• Scenario-based Survey 16%
• Service Context 16%
• Service Evaluation 16%
• Service Failure 100%
• Service Managers 16%
• Strategy Manager 16%

Psychology

• Emotion Regulation 100%
• Emotion-Regulation Strategy 100%
• Hierarchical Regression 25%
• Negative Emotion 25%
• Positive Emotion 25%
• Regression Analysis 25%

Social Sciences

• Emotion Regulation 100%
• Emotions 57%
• Hospitality 14%
• Response Behavior 14%
• Structural Equation Modeling 14%