Nghiên cứu về cảm xúc tiêu cực và hành vi đối phó của khách hàng: Trường hợp ngành kinh doanh dịch vụ nhà hàng
DOI:
https://doi.org/10.24311/jabes/2018.29.1.1003Keywords:
Negative emotions, Coping strategies, Service, ConsumerAbstract
Negative emotions are an important variable for the service industry because they can lead to different coping behaviors that affect consumer loyalty as well as image and reputation of service providers. However, negative emotions and coping behaviors are often investigated partially or separately, thus leading to incomplete understanding. This study is conducted in order to fill this gap by proposing and testing the causal relationship between negative emotions (anger, frustration, regret) and coping behaviors (complaint, negative eWOM and switching intention) in the context of restaurant service industry. By using the partial least squares structural equation modelling (PLS-SEM) with SmartPLS software for a sample of 404 consumers in Ho Chi Minh City, the results show that anger and frustration have influence on the complaint and switching intention, while regret leads to the switching intention and negative eWOM. Thus, the research has important academic and practical implications.
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