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Effects of Failed Financial Services on Negative Emotion and Behavioral Responses
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 Title & Authors
Effects of Failed Financial Services on Negative Emotion and Behavioral Responses
Chon, Inuk; Kang, Hyunmo; Kang, Yeong Seon; Lee, Eunhyung;
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 Abstract
While previous studies on service failures mainly focused on general services, this study examines the effects of failed financial services on the psychological process and behavioral responses of consumers. The important factors of financial service (relational benefits, convenience, branch satisfaction, product diversity, company stability, and product profitability) are regarded as antecedents in our model. We study how each factor of failed financial service affects the negative emotions of consumers through the attribution process and how these arising emotions influence their behavioral responses. Through path analysis, this study shows that failure of service factors of relational benefits, branch satisfaction, and convenience induces disappointment, with the mediation effect of external attribution. Meanwhile, failure of service factors of product diversity and product profitability induces regret, with the mediation effect of internal attribution. Disappointment leads to complaint behavior, and regret leads to switching behavior. Unlike previous studies, the present one considers the important factors of financial service and their effects on the affective and behavioral responses of consumers.
 Keywords
Failed Financial Service;Financial Service Marketing;Attribution;Behavioral Responses;
 Language
Korean
 Cited by
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