References
- Schaaf, M. M., "Air rage: A policy research study", The Collegiate Aviation Review International, 19, 2001.
- Bell, K. D. A. "An evaluation into the causes of perpetual disruptive passenger behavior", Journal of Transportation Security, 15, 2022, pp.1-22.
- Hunter, J. A. "A correlational study of how airline customer service and consumer perception of airline customer service affect the air rage phenomenon", Journal of Air Transportation, 11(3), 2007, pp.1985-2020.
- Bitner, M. J., "Servicescapes: The impact of physical surroundings on customers and employees", Journal of Marketing, 56, 1992, pp.57-71.
- Miao, L., "Self-regulation and other consumers at service encounters: A sociometer perspective", Int'l Journal of Hospitality Management, 39, 2014, pp.122-129.
- Grove, S. J., and Fisk, R. P., "The impact of other customers on service experiences: A critical incident examination of getting along", Journal of Retailing, 73, 1997, pp.63-85.
- Gursoy, D., Yolal, M., Ribeiro, M. A., and Panosso Netto, A., "Impact of trust on local residents' mega-event perceptions and their support", Journal of Travel Research, 56, 2017, pp.393-406.
- Hibbert, S., Winklhofer, H., and Temerak, M. S., "Customers as resource integrators: Toward a model of customer learning", Journal of Service Research, 15, 2012, pp.247-261.
- Roseman, I. J., "Appraisal in the emotion system: Coherence in strategies for coping", Emotion Review, 5, 2013, pp.141-149.
- Kahr, A., Nyffenegger, B., Krohmer, H., and Hoyer, W. D., "When hostile consumers wreak havoc on your brand: The phenomenon of consumer brand sabotage", Journal of Marketing, 80, 2016, pp.25-41.
- Hoang, C. C., "Negative emotions and coping behaviors of passenger in the airline industry Vietnam", The Journal of Asian Finance, Economics and Business (JAFEB), 7, 2020, pp.865-874.
- Bonifield, C., and Cole, C., "Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses", Marketing Letters, 18, 2007, pp.85-99.
- Kalamas, M., Laroche, M., and Makdessian, L., "Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failures", Journal of Business Research, 61, 2008, pp.813-824.
- Miao, L., Mattila, A. S., and Mount, D., "Other consumers in service encounters: A script theoretical perspective", International Journal of Hospitality Management, 30, 2011, pp.933- 941.
- Roseman, I. J., "Appraisal determinants of discrete emotions", Cognition & Emotion, 5, 1991, pp.161-200.
- Mattila, A. S., and Ro, H., "Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting", Journal of Hospitality & Tourism Research, 32, 2008, pp.89-107.
- Hogreve, J., and Gremler, D. D., "Twenty years of service guarantee research: A synthesis", Journal of Service Research, 11, 2009, pp.322-343
- del Rio-Lanza, A. B., Vazquez-Casielles, R., and Diaz-Martin, A. M., "Satisfaction with service recovery: Perceived justice and emotional responses", Journal of Business Research, 62, 2009, pp.775-781.
- Kim, P. H., Ferrin, D. L., Cooper, C. D., and Dirks, K. T., "Removing the shadow of suspicion: The effects of apology versus denial for repairing competence-versus integrity-based trust violations", Journal of Applied Psychology, 89, 2004, pp.104.
- Andersen, P. H., and Kumar, R., "Emotions, trust and relationship development in business relationships: A conceptual model for buyer-seller dyads", Industrial Marketing Management, 35, 2006, pp.522-535.
- Andreassen, T. W., "From disgust to delight: Do customers hold a grudge?", Journal of Service Research, 4, 2001, pp.39-49.
- Davidow, M., "Have you heard the word? The effect of word of mouth on perceived justice, satisfaction and repurchase intentions following complaint handling", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 2003, pp.67-80.
- Kim, T. T., Kim, W. G., and Kim, H. B., "The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels", Tourism Management, 30, 2009, pp.51-62.
- McCollough, M. A., Berry, L. L., and Yadav, M. S., "An empirical investigation of customer satisfaction after service failure and recovery", Journal of Service Research, 3, 2000, pp.121-137.
- Morgan, R. M., and Hunt, S. D., "The commit ment-trust theory of relationship marketing", Journal of Marketing, 58, 1994, pp.20-38.
- Doney, P. M., and Cannon, J. P., "An examination of the nature of trust in buyer-seller relationships", Journal of Marketing, 61, 1997, pp.35-51.
- Ganesan, S., "Determinants of long-term orientation in buyer-seller relationships", Journal of Marketing, 58, 1994, pp.1-19.
- Dunn, J. R., and Schweitzer, M. E., "Feeling and believing: The influence of emotion on trust", Journal of Personality and Social Psychology, 88, 2005, pp.736.
- DeWitt, T., Nguyen, D. T., and Marshall, R., "Exploring customer loyalty following service recovery: The mediating effects of trust and emotions", Journal of Service Research, 10, 2008, pp.269-281.
- Chao, R. F., Fu, Y., and Liang, C. H., "Influence of servicescape stimuli on word-of-mouth intentions: An integrated model to indigenous restaurants", International Journal of Hospitality Management, 96, 2021, 102978.
- Duan, W., Gu, B., and Whinston, A. B., "Do online reviews matter?-An empirical investigation of panel data", Decision Support Systems, 45, 2008, pp.1007-1016.
- Jansen, B. J., Zhang, M., Sobel, K., and Chow dury, A., "Twitter power: Tweets as electronic word of mouth", Journal of the American Society for Information Science and Technology, 60, 2009, pp.2169-2188.
- Kaplan, A. M., and Haenlein, M., "Users of the world, unite! The challenges and opportunities of social media", Business Horizons, 53, 2010, pp.59-68.
- Constantinides, E., and Fountain, S. J., "Web 2.0: Conceptual foundations and marketing issues", Journal of Direct, Data and Digital Marketing Practice, 9, 2008, pp.231-244.
- Poynter, R., "Facebook: The future of networking with customers", International Journal of Market Research, 50, 2008, pp.11-12.
- Ganguly, N., and Kumaraguru, P., "The positive and negative effects of social media in India", Communications of the ACM, 62, 2019, pp.98-99.
- Xia, L., "Effects of companies' responses to consumer criticism in social media", Int'l Journal of Electronic Commerce, 17, 2013, pp.73-100.
- Mangold, W. G., Miller, F., and Brockway, G. R., "Word-of-mouth communication in the service marketplace", Journal of Services Marketing, 13, 1999, pp.73-89.
- Santos, J. R. A., "Cronbach's alpha: A tool for assessing the reliability of scales", Journal of Extension, 37(1), 1999.