Carolyn Bonifield, Assistant Professor of Business Administration, and co-author Catherine Cole of the University of Iowa, had a manuscript accepted for publication in the peer-reviewed Marketing Letters.  The manuscript, "Affective Responses to Service Failure: Anger, Regret, and Retaliatory versus Conciliatory Responses," uses an appraisal-tendency framework to predict how two negatively valenced emotions (anger and regret) underlie or mediate the effects of consumers’ appraisals about service failure on post-purchase behaviors.  They also extend the same appraisal-tendency framework to predict how changes in emotions underlie the effects of recovery efforts on post-purchase behaviors.