The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

The Impacts of Perceived Risk and Negative Emotions on the Service Recovery Effect for Online Travel Agencies: The Moderating Role of Corporate Reputation

This study explores the impact mechanism of perceived risk and negative emotions on the service recovery effect of an online travel agency (OTA) through a scenario experiment. The results show that: perceived risk has positive and negative impacts on negative emotions and service recovery satisfacti...

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Bibliographic Details
Main Author: Jiahua Wei
Format: Article
Language:English
Published: Frontiers Media S.A. 2021-05-01
Series:Frontiers in Psychology
Subjects:
OTA
service recovery effect
perceived risk
negative emotions
corporate reputation
Online Access:https://www.frontiersin.org/articles/10.3389/fpsyg.2021.685351/full

Internet

https://www.frontiersin.org/articles/10.3389/fpsyg.2021.685351/full

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