Effect of Restaurant Patrons' Regret and Disappointment on Dissatisfaction and Behavioral Intention

Material TypeArticleLanguageEnglish
TitleEffect of Restaurant Patrons' Regret and Disappointment on Dissatisfaction and Behavioral Intention Author(S)Yoon Jung Jang (Author)
Abstract  The objective of this study is to investigate the relationship among regret/disappointment, dissatisfaction, and behavioral intention in service failure situations at a restaurant. Even though there is a consensus regarding the positive relationship between regret/disappointment and customer dissatisfaction, unclear results still exist regarding the relationship between regret/disappointment and different types of behavioral intention. ...Paginationp 431-444
SubjectEconomicsDescriptorsTourism
Journal TitleJournal of Travel & Tourism Marketing  
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