Negative Emotions, Response Model of Customers and Remedy Strategies of Enterprises in Case of Service Failure

The straits of being intangible, heterogeneous and ephemerus allow service more chances for failure. First, four major mental mechanism models for generation of customer emotions are reviewed. Then the influential factors affecting customer feeling are categorized. And at last two response models for customer feeling were analyzed in case of service failure, on basis of which some counter measures for efficient management of customer feelings were put forth.