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Comparing Service Delivery to What Might Have Been

https://doi.org/10.1177/109467059921007
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What this work says

Outgoing claims: the papers this work cites, builds on, or argues with.

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The Impact of Probability and Magnitude of Outcome on Disappointment and Elation
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Reconsidering the Relation between Regret and Responsibility
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Emotional Reactions to the Outcomes of Decisions: The Role of Counterfactual Thought in the Experience of Regret and Disappointment
inferredcites →https://doi.org/10.1016/0022-4359(93)90003-2openalex-snapshot
Customer satisfaction, customer retention, and market share
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The structure and determinants of consumer complaint intentions and behavior
inferredcites →https://doi.org/10.1023/a:1007966621364openalex-snapshot
A Regret Theory Approach to Assessing Consumer Satisfaction
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Relations among emotion, appraisal, and emotional action readiness.
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Phenomenology, behaviors, and goals differentiate discrete emotions.
inferredcites →https://doi.org/10.1037/0033-295x.102.2.379openalex-snapshot
The experience of regret: What, when, and why.
inferredcites →https://doi.org/10.1080/026999300402781openalex-snapshot
On bad decisions and disconfirmed expectancies: The psychology of regret and disappointment
inferredcites →https://doi.org/10.1080/026999396380178openalex-snapshot
The Anatomy of Disappointment: A Naturalistic Test of Appraisal Models of Sadness, Anger, and Hope
inferredcites →https://doi.org/10.1080/026999398379727openalex-snapshot
The Experience of Regret and Disappointment
inferredcites →https://doi.org/10.1080/026999399379302openalex-snapshot
Not Having What You Want versus Having What You Do Not Want: The Impact of Type of Negative Outcome on the Experience of Disappointment and Related Emotions
inferredcites →https://doi.org/10.1086/208792openalex-snapshot
Intrapersonal Affective Influences on Consumer Satisfaction with Products
inferredcites →https://doi.org/10.1086/209243openalex-snapshot
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
inferredcites →https://doi.org/10.1086/209358openalex-snapshot
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
inferredcites →https://doi.org/10.1108/09564231011066132openalex-snapshot
Satisfaction: A Behavioral Perspective on the Consumer
inferredcites →https://doi.org/10.1111/j.1745-6606.1992.tb00017.xopenalex-snapshot
Complaints and Disenrollment at a Health Maintenance Organization
inferredcites →https://doi.org/10.1177/002224298805200108openalex-snapshot
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues
inferredcites →https://doi.org/10.1177/009207038701500303openalex-snapshot
A Multivariate Analysis of Responses to Dissatisfaction
inferredcites →https://doi.org/10.1177/109467059800100102openalex-snapshot
Customer Satisfaction and Word of Mouth
inferredcites →https://doi.org/10.1177/109467059800100103openalex-snapshot
Employee Satisfaction, Customer Loyalty, and Financial Performance
inferredcites →https://doi.org/10.1287/mksc.16.2.97openalex-snapshot
A Generalized Utility Model of Disappointment and Regret Effects on Post-Choice Valuation
inferredcites →https://doi.org/10.1287/opre.30.5.961openalex-snapshot
Regret in Decision Making under Uncertainty
inferredcites →https://doi.org/10.1287/opre.33.1.1openalex-snapshot
Disappointment in Decision Making Under Uncertainty
inferredcites →https://doi.org/10.2307/1251929openalex-snapshot
The Behavioral Consequences of Service Quality
inferredcites →https://doi.org/10.2307/2232669openalex-snapshot
Regret Theory: An Alternative Theory of Rational Choice Under Uncertainty
inferredcites →https://doi.org/10.2307/2297651openalex-snapshot
Disappointment and Dynamic Consistency in Choice under Uncertainty
inferredcites →https://doi.org/10.2307/3318996openalex-snapshot
Conflict, Decision and Dissonance
inferredcites →https://doi.org/10.2307/3319917openalex-snapshot
The Social Psychology of Groups
inferredcites →https://doi.org/10.2307/3709294openalex-snapshot
The Social Psychology of Groups

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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inferred← citeshttps://doi.org/10.1108/03090561111137615openalex-snapshot
Modeling regret effects on consumer post‐purchase decisions
inferred← citeshttps://doi.org/10.1108/08876040510620184openalex-snapshot
Satisfaction emotions and consumer behavioral intentions
inferred← citeshttps://doi.org/10.1108/08876040910995257openalex-snapshot
Consumer reaction to service failure and recovery: the moderating role of attitude toward complaining
inferred← citeshttps://doi.org/10.1108/08876041111149685openalex-snapshot
A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
inferred← citeshttps://doi.org/10.1108/08876041211266413openalex-snapshot
Service receivers' negative emotions in airline and hospital service settings
inferred← citeshttps://doi.org/10.1108/09564230110393239openalex-snapshot
The contribution of emotional satisfaction to consumer loyalty
inferred← citeshttps://doi.org/10.1108/09564230910952771openalex-snapshot
Emotions and stability in telecom‐customer relationships
inferred← citeshttps://doi.org/10.1108/09604520810885581openalex-snapshot
The impact of customers' perception of varying degrees of customer service on commitment and perceived relative attractiveness
inferred← citeshttps://doi.org/10.1108/17566691211269585openalex-snapshot
The role of emotions in customer complaint behaviors
inferred← citeshttps://doi.org/10.1108/apjml-10-2018-0452openalex-snapshot
Regret type matters
inferred← citeshttps://doi.org/10.1108/bfj-03-2018-0192openalex-snapshot
Nutritional traffic light and self-regulatory consumption: the role of emotions
inferred← citeshttps://doi.org/10.1108/bij-06-2020-0332openalex-snapshot
Examining the influence of satisfaction and regret on online shoppers' post-purchase behaviour
inferred← citeshttps://doi.org/10.1108/ejm-06-2015-0322openalex-snapshot
The asymmetric impact of other-blame regret versus self-blame regret on negative word of mouth
inferred← citeshttps://doi.org/10.1108/ejm-12-2019-0917openalex-snapshot
The experience of regret in small business failure: who’s to blame?
inferred← citeshttps://doi.org/10.1108/ejmbe-02-2018-0035openalex-snapshot
Is satisfaction a necessary and sufficient condition to avoid switching? The moderating role of service type
inferred← citeshttps://doi.org/10.1108/ijbm-04-2018-0107openalex-snapshot
Customer engagement, non-transactional behaviors and experience in services
inferred← citeshttps://doi.org/10.1108/ijphm-06-2025-0121openalex-snapshot
Unveiling the aftermath of choice: exploring health insurance buyer’s regret using mixed method approach
inferred← citeshttps://doi.org/10.1108/ijqss-02-2020-0019openalex-snapshot
The emotional influence on satisfaction and complaint behavior in hedonic and utilitarian services
inferred← citeshttps://doi.org/10.1108/ijqss-06-2015-0049openalex-snapshot
Negative emotions in Mexican, Puerto Rican and Spanish hospitals
inferred← citeshttps://doi.org/10.1108/ijrdm-02-2014-0023openalex-snapshot
Understanding the causes of retail product returns
inferred← citeshttps://doi.org/10.1108/ijsms-01-2019-0011openalex-snapshot
The impact of CSR-linked sport sponsorship on consumers’ reactions to service failures
inferred← citeshttps://doi.org/10.1108/ijsms-04-2016-010openalex-snapshot
Impact of core product quality on sport fans’ emotions and behavioral intentions
inferred← citeshttps://doi.org/10.1108/intr-02-2022-0120openalex-snapshot
Disentangling the antecedents of rational versus emotional negative electronic word of mouth on a peer-to-peer accommodation platform
inferred← citeshttps://doi.org/10.1108/jcm-03-2021-4506openalex-snapshot
Moral identity and engagement in sustainable consumption
inferred← citeshttps://doi.org/10.1108/jcm-07-2019-3329openalex-snapshot
Why do consumers procrastinate and what happens next?
inferred← citeshttps://doi.org/10.1108/jcm-09-2021-4877openalex-snapshot
Buyer-seller negotiation in consumer markets: an intention congruence approach
inferred← citeshttps://doi.org/10.1108/jhti-04-2024-0303openalex-snapshot
The impact of point policies on hotel “sleeping” guests: awakening model construction
inferred← citeshttps://doi.org/10.1108/jima-03-2020-0074openalex-snapshot
The effect of Muslims’ tendency to regret being customers of conventional banks on their intention to save money in Islamic banks
inferred← citeshttps://doi.org/10.1108/jsm-04-2021-0112openalex-snapshot
Investigating the role of customer forgiveness following a double deviation
inferred← citeshttps://doi.org/10.1108/oir-03-2016-0069openalex-snapshot
The effects of outward and inward negative emotions on consumers’ desire for revenge and negative word of mouth
inferred← citeshttps://doi.org/10.1108/rbf-11-2016-0072openalex-snapshot
Can advisors eliminate the outcome bias in judgements and outcome-based emotions?
inferred← citeshttps://doi.org/10.1108/s1871-3173(2012)0000006006openalex-snapshot
Evoked Emotions: Textual Analysis Within the Context of Pilgrimage Tourism to Gallipoli
inferred← citeshttps://doi.org/10.1109/access.2020.3022365openalex-snapshot
Managing 5G Technology: Using Quality of Experience (QoE) to Identify the Innovation Enhancement Pattern According to the Indonesian Market
inferred← citeshttps://doi.org/10.1109/hicss.2008.72openalex-snapshot
Beyond Cognitions: A Call for Greater Consideration of Emotion in Information Systems Decision Theories
inferred← citeshttps://doi.org/10.1111/1468-5973.70246openalex-snapshot
The Impact of Crisis Magnitude in the Context of Corporate Ability and Corporate Social Responsibility Crises: The Roles of Expectancy Violations and Emotions
inferred← citeshttps://doi.org/10.1111/apps.12367openalex-snapshot
Employee regret and disappointment: Creation of a scale and foundational application of the approach/avoidance framework
inferred← citeshttps://doi.org/10.1111/apps.12427openalex-snapshot
Regret in organisational life: An overview and research agenda
inferred← citeshttps://doi.org/10.1111/cdev.12253openalex-snapshot
Do Children Who Experience Regret Make Better Decisions? A Developmental Study of the Behavioral Consequences of Regret
inferred← citeshttps://doi.org/10.1111/isj.12030openalex-snapshot
The push, pull and mooring effects in virtual migration for social networking sites
inferred← citeshttps://doi.org/10.1111/jasp.12014openalex-snapshot
Post‐purchase disadvantages of a less preferred brand and how they can be overcome: an examination of regret and attribution
inferred← citeshttps://doi.org/10.1111/joca.12254openalex-snapshot
Adding Regret to Fear Appeals: When the Going Gets Difficult, Regret Gets Action
inferred← citeshttps://doi.org/10.1111/jsbm.12114openalex-snapshot
Conflicts and Regrets in the Venture Capitalist-Entrepreneur Relationship
inferred← citeshttps://doi.org/10.1111/rmir.12120openalex-snapshot
Regret in health insurance post‐purchase behavior
inferred← citeshttps://doi.org/10.1111/trf.17516openalex-snapshot
“Why don't you want my poop?” Willing stool donor's experiences of being ineligible to donate intestinal microbiota
inferred← citeshttps://doi.org/10.1145/3412367openalex-snapshot
Privacy Risks, Emotions, and Social Media
inferred← citeshttps://doi.org/10.11616/basbed.v19i49542.564241openalex-snapshot
OLUMLU VE OLUMSUZ AĞIZDAN AĞIZA YAPILAN MÜŞTERİ ŞİKÂYETLERİ: OTOMOTİV SEKTÖRÜNDE UYGULAMA
inferred← citeshttps://doi.org/10.1177/00472875251357830openalex-snapshot
An Empirical Examination of Tourists’ Decision-Making-Based Regret
inferred← citeshttps://doi.org/10.1177/0146167205274693openalex-snapshot
What We Regret Most... and Why
inferred← citeshttps://doi.org/10.1177/0146167211413295openalex-snapshot
Counterfactual Seeking
inferred← citeshttps://doi.org/10.1177/0256090920070406openalex-snapshot
Regret and Disappointment: A Conceptualization of their Role in Ethical Decision-making
inferred← citeshttps://doi.org/10.1177/0272989x03256005openalex-snapshot
Validation of a Decision Regret Scale
inferred← citeshttps://doi.org/10.1177/0312896219895059openalex-snapshot
The boomerang effect of brand personality congruency in a product-harm crisis
inferred← citeshttps://doi.org/10.1177/076737010201700204openalex-snapshot
La satisfaction des consommateurs spécifique à une transaction: définition, antécédents, mesures et modes
inferred← citeshttps://doi.org/10.1177/076737010702200102openalex-snapshot
La tendance à regretter du consommateur: Validation d'une échelle de mesure
inferred← citeshttps://doi.org/10.1177/0767370116689244openalex-snapshot
Le côté sombre de la pression exercée sur les consommateurs par les programmes de fidélité : enjeux éthiques et pratiques
inferred← citeshttps://doi.org/10.1177/0961463x15577278openalex-snapshot
The influence of considering the past, present, and future on college satisfaction
inferred← citeshttps://doi.org/10.1177/1094670508319091openalex-snapshot
The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral Responses
inferred← citeshttps://doi.org/10.1177/1094670511412577openalex-snapshot
Relational Damage and Relationship Repair
inferred← citeshttps://doi.org/10.1177/1094670514538835openalex-snapshot
When Sharing Consumption Emotions With Strangers Is More Satisfying Than Sharing Them With Friends
inferred← citeshttps://doi.org/10.1177/1094670514556275openalex-snapshot
Unpacking Customer Rage Elicitation
inferred← citeshttps://doi.org/10.1177/1094670520975148openalex-snapshot
Frontline Employees’ Display of Fake Smiles and Angry Faces: When and Why They Influence Service Performance
inferred← citeshttps://doi.org/10.1177/1096348007309570openalex-snapshot
Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant Setting
inferred← citeshttps://doi.org/10.1177/1096348013495697openalex-snapshot
Consumers’ Emotional Responses and Emotion Regulation Strategies During Multistage Waiting in Restaurants
inferred← citeshttps://doi.org/10.1177/205157070702200102openalex-snapshot
Consumer Tendency to Regret: Validation of a Measurement Scale
inferred← citeshttps://doi.org/10.1177/2051570717699372openalex-snapshot
The dark side of the pressure exerted by loyalty programs on consumers: Practical and ethical issues
inferred← citeshttps://doi.org/10.1186/s40463-023-00643-8openalex-snapshot
Do patients regret having in-office vocal fold injections for glottic insufficiency?
inferred← citeshttps://doi.org/10.1207/s15327663jcp1403_11openalex-snapshot
Coping With Negative Emotions in Purchase‐Related Situations
inferred← citeshttps://doi.org/10.1207/s15327663jcp1701_3openalex-snapshot
A Theory of Regret Regulation 1.0
inferred← citeshttps://doi.org/10.1207/s15327663jcp1701_5openalex-snapshot
Regret and Behavior: Comment on Zeelenberg and Pieters
inferred← citeshttps://doi.org/10.1207/s15327663jcp1701_6openalex-snapshot
A Theory of Regret Regulation 1.1
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