publication . Article . 2013

Emotional Suppression as a Moderator for the Impact of a Transgression on Consumers’ Satisfaction

Danielle Mantovani; José Carlos Korelo; Paulo Henrique Muller Prado; Tatiane SIlva dos Santos;
Open Access English
  • Published: 01 Dec 2013 Journal: Revista Brasileira de Marketing (issn: 2177-5184, Copyright policy)
  • Publisher: Universidade Nove de Julho - Uninove
Abstract
Despite the increasing amount of research about the effects of a seller’s transgression on consumers’ relationship quality evaluation, existing theory still demands more insight into consumer’s capacity to suppress the negative emotions that a transgression might generate. This research proposes that consumers’ are not always equally influenced by a transgression because some individuals demonstrate a higher capacity to suppress the negative emotions that arise from a seller’s transgression. An experimental study in a controlled virtual bookstore was developed, simulating a real website. Participants were randomly allocated into one...
Subjects
free text keywords: transgression; emotional suppression; satisfaction, transgression, emotional suppression, satisfaction, Marketing. Distribution of products, HF5410-5417.5, Psychology, Marine transgression, Moderation, Advertising, Social psychology, Consumer-to-business
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publication . Article . 2013

Emotional Suppression as a Moderator for the Impact of a Transgression on Consumers’ Satisfaction

Danielle Mantovani; José Carlos Korelo; Paulo Henrique Muller Prado; Tatiane SIlva dos Santos;