Apology, Restitution, and Forgiveness After Psychological Contract Breach
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DOI: 10.1007/s10551-018-3984-1
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- Song, Mengmeng & Zhang, Huixian & Xing, Xinyu & Duan, Yucong, 2023. "Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Honora, Andreawan & Chih, Wen-Hai & Wang, Kai-Yu, 2022. "Managing social media recovery: The important role of service recovery transparency in retaining customers," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
- Rahul Nilakantan & Deepak Iyengar & Samar K. Datta & Shashank Rao, 2021. "On Ethical Violations in Microfinance Backed Small Businesses: Family and Household Welfare," Journal of Business Ethics, Springer, vol. 172(4), pages 785-802, September.
- Kaur, Puneet & Talwar, Shalini & Islam, Nazrul & Salo, Jari & Dhir, Amandeep, 2022. "The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps," Journal of Business Research, Elsevier, vol. 147(C), pages 142-157.
- Johannes M Kraak & Yannick Griep & Yochanan Altman, 2024. "Self-initiated expatriates in menial jobs: Destructive psychological contracts in the hospitality sector," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 45(2), pages 447-469, May.
- Gong, Taeshik & Wang, Chen-Ya, 2022. "The effects of a psychological contract breach on customer-directed deviance," Journal of Business Research, Elsevier, vol. 138(C), pages 374-386.
- Jörn S. Basel & Katja Rubin, 2021. "Repair of Trust Through Apology at a Reputable Company: The Case of PostBus In Switzerland," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 12(3), pages 116-138, June.
- Demek, Kristina C. & Kaplan, Steven E., 2023. "Cybersecurity breaches and investors’ interest in the firm as an investment," International Journal of Accounting Information Systems, Elsevier, vol. 49(C).
- Ma, Ruijing & Wang, Weisha, 2021. "Smile or pity? Examine the impact of emoticon valence on customer satisfaction and purchase intention," Journal of Business Research, Elsevier, vol. 134(C), pages 443-456.
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Keywords
Apology; Emotion replacement; Forgiveness; Psychological contract breach; Reparation;All these keywords.
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