Construct measurement items and sources used for the study
| Question items | Source |
|---|---|
| Negative emotional responses | Xie and Heung (2012) |
| How likely you would have felt the following emotions? | |
| angry | |
| offended | |
| disappointed | |
| (with scale points from 1 = “very unlikely” to 5 = “very likely”) | |
| Customer satisfaction | McCollough et al. (2000) |
| Overall, how satisfied or dissatisfied did this experience leave you feeling? | |
| How well did this service experience meet your needs? | |
| Overall, I am very satisfied with this experience | |
| Perceived justice | Ha and Jang (2009) |
| Given the inconvenience caused by the problem, the outcome I received from the hotel was fair | |
| The hotel employee handled the problem in a timely manner | |
| During the effort to resolve the problem, the hotel employees seemed to care about me | |
| Negative WOM | Athanassopoulos, Gounaris and Stathakopoulos (2001), Bansal, Irving and Taylor (2004) |
| I will warn my friends and/or family about this experience | |
| I will convince my friends and/or family not to go to this hotel | |
| I will warn my friends and/or family to ensure they do not have the same experience |
| Question items | Source |
|---|---|
| How likely you would have felt the following emotions? | |
| angry | |
| offended | |
| disappointed | |
| (with scale points from 1 = “very unlikely” to 5 = “very likely”) | |
| Overall, how satisfied or dissatisfied did this experience leave you feeling? | |
| How well did this service experience meet your needs? | |
| Overall, I am very satisfied with this experience | |
| Given the inconvenience caused by the problem, the outcome I received from the hotel was fair | |
| The hotel employee handled the problem in a timely manner | |
| During the effort to resolve the problem, the hotel employees seemed to care about me | |
| I will warn my friends and/or family about this experience | |
| I will convince my friends and/or family not to go to this hotel | |
| I will warn my friends and/or family to ensure they do not have the same experience |
Source(s): Created by the authors