Consumers’ attributions and emotional responses to negative expectancy disconfirmation: Anger and regret
This study examines the process by which consumer dissatisfaction is formed under negative expectancy disconfirmation with respect to consumer attributions and emotions. Although previous studies have demonstrated that negative expectancy disconfirmation can induce dissatisfaction of consumers, few...
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| Format: | Article |
| Language: | English |
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AOSIS
2014-06-01
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| Series: | South African Journal of Business Management |
| Online Access: | https://sajbm.org/index.php/sajbm/article/view/121 |