How do customers navigate perceived inappropriateness of collective emotion in group service recovery? An application of cognitive dissonance theory
Bibliographic Data
| ID | 11439271 |
|---|---|
| Authors | Xing’an Xu (0000-0001-8780-3233, Hainan University, corresponding author), Xing'an Xu, Juan Liu (0009-0009-0692-8882), Ruiying Cai (0000-0003-4152-2254) |
| Year | 2022 |
| Volume | 93 |
| Pages | 104615 |
| Publication date | 2022-12-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Tourism Management (JOURNAL) |
| Journal identifiers | ISSN: 0261-5177 • E-ISSN: 1879-3193 |
| Publisher | Elsevier BV (PUBLISHER) |
| DOI | 10.1016/j.tourman.2022.104615 |
| OpenAlex | W4283705576 |
| Language | EN |
| Citations received | 7 |
| References cited | 63 |
Business · Cognition · Cognitive dissonance · Group (periodic table · Self-perception theory · Service (business · Emotional Labor in Professions · Emotions and Moral Behavior · Psychology · Psychology of Social Influence · Social Psychology · Marketing
Cultural Encounters and Tourism Loyalty
Bridging the knowledge-action divide
Public compensation and private apology
Reflective versus Brooding Rumination
Unraveling the dark side of Danmaku
Impact of Tourist Phygital Experience on Tourist Visit Intention
Rise through coping with service failures in tourism
A Theory of Cognitive Dissonance
A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery
Emotion Regulation
The psychology of emotion regulation
Emotion Regulation
The Individual Within the Group
The Difference between Communal and Exchange Relationships
Happier than thou? A self-enhancement bias in emotion attribution
Teachers’ emotions and emotion management
We’re mad as hell and we’re not going to take it anymore”
Contemplating museums’ service failure
Face and facework in ethnic Chinese shopping-intensive package tours
Effects of dissatisfaction in tourist services
Online public response to a service failure incident
Does a cute artificial intelligence assistant soften the blow? The impact of cuteness on customer tolerance of assistant service failure
From sad to happy to happier
Antecedent- and response-focused emotion regulation
Interpersonal forgiving in close relationships
I feel our pain
The Role of Relationship Norms in Responses to Service Failures
Turn down the volume or change the channel? Emotional effects of detached versus positive reappraisal
How group-based emotions are shaped by collective emotions
Individual differences in two emotion regulation processes
A multimodal theory of affect diffusion
No Small Matter
Self-Affirmation through the Choice of Highly Aesthetic Products
Role of Relationship Norms in Processing Brand Information
The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior
| Citations per year | 2.33 |
|---|---|
| Citation span | 2023 - 2026 (4) |
| Highly cited | No |