Effects of dissatisfaction in tourist services: The role of anger and regret

Sánchez‐García, Isabel; Pérez, Rafael Currás

doi:10.1016/j.tourman.2011.01.016

Cited by 155 publications

(79 citation statements)

References 71 publications

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“…An emphasis on tourist victimisation, and lighter forms of service failure, spawned studies on the darker outcomes of dysfunctional tourist services, such as tourist worry (Larsen et al, 2009), anger and regret (see Sánchez-García & Currás-Pérez, 2011) in the context of tourist hotels and restaurants and the implications of these negative cognitive states and emotions for customer (dis)satisfaction, (mis)trust and switching behaviour.…”

Section: Consumer Misbehaviourmentioning

confidence: 99%

Consumer behaviour in tourism: Concepts, influences and opportunities

Cohen

Prayag

Moital

2013

Current Issues in Tourism

568

333

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Although consumer behaviour (CB) is one of the most researched areas in the field of tourism, few extensive reviews of the body of knowledge in this area exist. This review article examines what we argue are the key concepts, external influences and opportune research contexts in contemporary tourism CB research. Using a narrative review, we examine the CB literature published in three major tourism journals from 2000 to 2012. Of 519 articles identified and reviewed, 191 are included in this article. We examine the development of and scope for future research on nine key concepts, including decision-making, values, motivations, self-concept and personality, expectations, attitudes, perceptions, satisfaction, trust and loyalty. We then examine three important external influences on tourism behaviour, technology, Generation Y and the rise in concern over ethical consumption. Finally, we identify and discuss five research contexts that represent major areas for future scholarship: group and joint decision-making, under-researched segments, cross-cultural issues in emerging markets, emotions and consumer misbehaviour. Our examination of key research gaps is concluded by arguing that the hedonic and affective aspects of CB research in tourism must be brought to bear on the wider CB and marketing literature.Keywords: consumption; travel; behaviour; marketing; research agenda Introduction Consumer behaviour (CB) involves certain decisions, activities, ideas or experiences that satisfy consumer needs and wants (Solomon, 1996). It is 'concerned with all activities directly involved in obtaining, consuming and disposing of products and services, including the decision processes that precede and follow these actions' (Engel, Blackwell, & Miniard, 1995, p. 4). CB remains one of the most researched areas in the marketing and tourism fields, with the terms 'travel behaviour' or 'tourist behaviour' typically used to describe this area of inquiry. Few comprehensive reviews of the literature on CB concepts and models exist in the field of tourism. Exceptions include Moutinho (1993) who reviews the social and psychological influences on individual travel behaviour with the aim of developing a model of tourist behaviour and Dimanche and Havitz (1995) Tourism, 2014 Vol. 17, No. 10, 872 -909, http://dx.doi.org/10.1080/13683500.2013 four concepts (ego-involvement, loyalty and commitment, family decision-making and novelty-seeking) in an attempt to methodologically advance CB in tourism studies.A lack of comprehensive reviews is not only due to the extensive breadth of the topic area itself, but also because travel behaviour is generally considered as a continuous process that includes varied yet inter-correlated stages and concepts that cannot always be analysed separately (Mill & Morrison, 2002). Tourism researchers have reviewed individual concepts (e.g. Riley, Niininen, Szivas, & Willis, 2001, on loyalty), specific influences (e.g. Moutinho, 1993, on social influences on CB), and particular research contexts (e.g. Hong, Lee, L...

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Section: Consumer Misbehaviourmentioning

confidence: 99%

Consumer behaviour in tourism: Concepts, influences and opportunities

Cohen

Prayag

Moital

2013

Current Issues in Tourism

568

333

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“…The customers may experience anger and dissatisfaction when they experience service failures (e.g., Bougie et al, 2003). The effect of service failure and the importance of recovery have been studied by business scholars interested in hospitality industries (e.g., Ha and Jang, 2009;Kim et al, 2009;Sánchez-García and Currás-Pérez, 2011;Siu et al, 2013). Yang and Mattila (2012) explored in particular the impact of different types of service failure in restaurants on consumers' behavioral intentions and found that they are more likely to voice a complaint after a core service failure rather than an interactional service failure.…”

Section: Introductionmentioning

confidence: 99%

Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction

Lai¹,

Zhang²,

Kwan³

2014

International Journal of Hospitality Management

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“…This can be done when consumers precisely set their goals as a |basis of the alternative-selection process (Bui, 2011). leads to no repurchase intention (Tsiros & Mittal, 2000), a tendency to shift to alternative brands (Zeelenberg & Pieters, 1999;Bui, 2011;Garcia & Perez, 2011), and negative word-of-mouth about the brand (Garcia & Perez, 2011). Therefore, knowing the antecedents that lead to consumers' regret, after making a purchase, is important to marketers.…”

Section: Introductionmentioning

confidence: 99%

An Investigation of the Relationship between Unplanned Buying and Post-purchase Regret

Saleh¹

2012

IJMS

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The purpose of this study is to investigate the association of unplanned buying with post-purchase regret, moderated by consumer-family income and gender, as well as the association of both sales promotion and bankcard payment with unplanned buying in the Saudi market. Drawing on unplanned buying and post-purchase literature, the study tested a model of post-purchase regret. A survey was conducted among Saudi consumers of retail stores in Riyadh, Saudi Arabia. A convenience sample of 927 respondents was taken for data collection, among them 903 were finalized for analysis. The study concluded that there is a positive relationship between unplanned buying and post-purchase regret. An increased association of unplanned buying with post-purchase regret has been found among low-income earners and male consumers. Furthermore, bank-card payment, but not sales promotion, has a significant association with unplanned buying. Practically, consumers and marketers can benefit from the results and recommendations of this study, both avoiding the bad consequences of post-purchase regret. Self-awareness of the factors that cause regret may turn consumers to be more rational in their future buying decisions. Marketers' perceptions of those factors may also be helpful in setting marketing strategies towards their target markets; satisfying, and retaining consumers. The original contribution of this study comes from a lack of research in the Middle East on unplanned buying, post-purchase regret and their relationship antecedents.

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Effects of dissatisfaction in tourist services: The role of anger and regret

Cited by 155 publications

References 71 publications

Consumer behaviour in tourism: Concepts, influences and opportunities

Consumer behaviour in tourism: Concepts, influences and opportunities

Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction

An Investigation of the Relationship between Unplanned Buying and Post-purchase Regret

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