Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
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Effects of Failed Financial Services on Negative Emotion and Behavioral Responses

금융서비스 실패가 소비자의 부정적 감정과 행동반응에 미치는 영향

  • Chon, Inuk (Kookmin University, Department of Business Administration) ;
  • Kang, Hyunmo (Kookmin University, Department of Business Administration) ;
  • Kang, Yeong Seon (University of Seoul, Department of Business Administration) ;
  • Lee, Eunhyung (Kookmin University, Department of Business Administration)
  • Received : 2015.09.14
  • Accepted : 2015.10.26
  • Published : 2016.02.29
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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

References

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