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The effect of service failure attribution on consumer complaint behavior: the mediating role of negative emotion

โœ Scribed by Wen-hua SHI; Jing-yi LIU; Ying ZHANG

Book ID
114338750
Publisher
Chinese Electronic Periodical Services
Year
2011
Tongue
English
Weight
80 KB
Volume
18
Category
Article
ISSN
1005-8885

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## Abstract Evidence which demonstrates a link between the affective dimension and satisfaction in a tangible product based context is well documented. However, when placed in a credence service context the role of Affect becomes more complex. Previous research in this field has assumed consumer ho