Customers’ emotion regulation strategies in service failure encounters

Business & Economics

• Emotion Regulation 100%
• Service Failure 77%
• Negative Word-of-mouth 33%
• Repurchase Intention 29%
• Behavioral Response 19%
• Emotion 18%
• Customer Satisfaction 18%
• Managers 15%
• Hospitality Services 11%
• Recovery Strategies 11%
• Regression Analysis 10%
• Positive Emotions 9%
• Frontline Employees 9%
• Negative Emotions 9%
• Customer Experience 8%
• Hierarchical Regression 8%
• Hospitality 8%
• Structural Equation Modeling 5%
• Scenarios 5%
• Evaluation 4%
• Design Methodology 3%