Airline service delays have received increasing media attention and can result in negative public comments. This study examines the relationship among perceived wait time, negative emotions (anger and worry) and loyalty intention, and the moderating effects of two types of emotion regulation strategies (reappraisal and suppression). A total of 958 valid responses were collected from passengers who had experienced a flight delay. The results reveal that perceived wait time is positively related to feelings of anger and worry, which in turn, negatively influence future loyalty intentions. Importantly, results indicate emotional reappraisal alleviates the effect of perceived wait time on elicitation of anger and worry. Emotional suppression, on the other hand, reduces the influence of negative emotions on loyalty intentions. This study is one of the first to examine how emotion regulation strategies can moderate the negative effect of flight delay on loyalty intention. It contributes to the knowledge by providing a validated empirical model of how customers react to a service delay experience. Implications and recommendations for future research are provided.

航空公司的航班延误引起了越来越多的媒体关注，并可能导致负面的公众评论。这项研究研究了等待的等待时间，负面情绪（愤怒和担忧）和忠诚意向之间的关系，以及两种情绪调节策略（重新评估和抑制）的调节作用。从经历了航班延误的乘客那里总共收集了958个有效回复。结果表明，感知的等待时间与愤怒和忧虑成正相关，反过来又对未来的忠诚度产生负面影响。重要的是，结果表明情绪上的重新评估减轻了等待时间对引发愤怒和忧虑的影响。另一方面，抑制情绪可以减少负面情绪对忠诚度意图的影响。这项研究是第一个研究情绪调节策略如何减轻航班延误对忠诚度意图的负面影响的研究之一。它通过提供有关客户如何对服务延迟体验做出反应的经过验证的经验模型，为知识做出了贡献。提供了对未来研究的启示和建议。