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The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery

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Cited by:

  1. Dongmei Zha & Pantea Foroudi & T. C. Melewar & Zhongqi Jin, 2025. "Examining the Impact of Sensory Brand Experience on Brand Loyalty," Corporate Reputation Review, Palgrave Macmillan, vol. 28(1), pages 14-42, February.
  2. Tao Zhang & Chao Feng & Hui Chen & Junjie Xian, 2022. "Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2277-2292, December.
  3. Xu, Xing'an & Liu, Juan, 2024. "Promotional games in service recovery: Luck works," Annals of Tourism Research, Elsevier, vol. 105(C).
  4. Zengmao Yang & Jinlai Zhou & Hongjun Yang, 2023. "The Impact of AI’s Response Method on Service Recovery Satisfaction in the Context of Service Failure," Sustainability, MDPI, vol. 15(4), pages 1-18, February.
  5. Sengupta, Sanchayan & Rokonuzzaman, Md & Kumar Jaiswal, Anand & Filieri, Raffaele, 2025. "Impact of virtual presence of others on social media service recovery evaluations: A cross-cultural perspective," Journal of Business Research, Elsevier, vol. 191(C).
  6. Halima Habuba Mohamed & Yongjun Li & Ataullah Kiani & Usman Ghani, 2024. "Raving Fans or Silent Critics? Brand Service Recovery’s Impact on Positive eWOM," SAGE Open, , vol. 14(1), pages 21582440231, January.
  7. Siran Wang & Qiang Yan & Lingli Wang, 2025. "Task-oriented vs. social-oriented: chatbot communication styles in electronic commerce service recovery," Electronic Commerce Research, Springer, vol. 25(3), pages 1793-1825, June.
  8. Mathieu Lajante & David Remisch, 2023. "Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 10(1), pages 1-18, December.
  9. Bozkurt, Sıddık & Welch, Emma & Gligor, David & Gligor, Nichole & Garg, Vipul & Gopalakrishna Pillai, Kishore, 2023. "Unpacking the experience of individuals engaging in incentivized false (and genuine) positive reviews: The impact on brand satisfaction," Journal of Business Research, Elsevier, vol. 165(C).
  10. 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).
  11. Papadopoulou, Christina & Vardarsuyu, Merve & Oghazi, Pejvak, 2023. "Examining the relationships between brand authenticity, perceived value, and brand forgiveness: The role of cross-cultural happiness," Journal of Business Research, Elsevier, vol. 167(C).
  12. Xu, Xing'an & Liu, Juan & Gursoy, Dogan, 2022. "Emotional intelligence similarity in service recovery," Annals of Tourism Research, Elsevier, vol. 96(C).
  13. Martinez, Luisa M. & Pacheco, Natália & Ramos, Filipe R. & Bicho, Marta, 2023. "Would you try it again? Dual effects of customer mindfulness on service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
  14. Song, Yan & Xiu, Yifan & Zhou, Liping & Wang, Jingyuan, 2024. "Implementing multi-attribute utility theory in service recovery: An operational management perspective on online retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  15. Paramita, Widya & Zulfa, Naila & Rostiani, Rokhima & Widyaningsih, Yulia A. & Sholihin, Mahfud, 2021. "Ethics support through rapport: Elaborating the impact of service provider rapport on ethical behaviour intention of the tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  16. Won-Jun Lee, 2024. "Service Failure by Human, Service Recovery by AI Chatbot: The Impact of Justice, AI Efficacy on Recovery Effort," Virtual Economics, The London Academy of Science and Business, vol. 7(4), pages 48-63, December.
  17. Xie, Jifei & Wu, Haoyu & Liu, Kexi & Cui, Yunce & Zhang, Xiaofei, 2024. "Is virtual streamer useful? Effect of streamer type on consumer brand forgiveness when streamers make inappropriate remarks," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  18. Lei Huang, 2023. "A moderation of business misdeeds on corporate remedy strategies," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(1), pages 21-31, March.
  19. Andreawan Honora & Kai-Yu Wang & Wen-Hai Chih, 2024. "The role of customer forgiveness and perceived justice in restoring relationships with customers," Service Business, Springer;Pan-Pacific Business Association, vol. 18(3), pages 363-393, December.
  20. Nika Meyer (née Mozafari) & Melanie Schwede & Maik Hammerschmidt & Welf Hermann Weiger, 2022. "Users taking the blame? How service failure, recovery, and robot design affect user attributions and retention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2491-2505, December.
  21. Muhammad Mazhar & Muhammad Amir Nadeem & Haider Ali Abbasi & Umaima Tariq & Amin Jan & Rao Abdul Hannan Jaffar, 2022. "Reparation for Service Failure Through Service Recovery: An Assessment of Consumer Behaviour in an Online Shopping Context," Business Management and Strategy, Macrothink Institute, vol. 13(1), pages 64-87, June.
  22. Azzam Rifi & Rania B. Mostafa, 2022. "Brand credibility and customer-based brand equity: a service recovery perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 1-16, March.
  23. Bozkurt, Sıddık, 2025. "How perceived social media influences consumers’ WOM on social media: The moderating impact of fear of negative evaluation," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  24. Sarpong, David & Maclean, Mairi & Oruh, Emeka Smart & Botchie, David, 2023. "On the consequences of scarcity mindset: How ‘having too little’ means so much for ethnic venture failure," European Management Journal, Elsevier, vol. 41(2), pages 251-262.
  25. Istanbulluoglu, Doga & Sakman, Ezgi, 2024. "Successful complaint handling on social media predicts increased repurchase intention: The roles of trust in company and propensity to trust," European Management Journal, Elsevier, vol. 42(1), pages 11-22.
  26. Yuka Okada & Mitsuhiko Kimoto & Takamasa Iio & Katsunori Shimohara & Masahiro Shiomi, 2023. "Two is better than one: Apologies from two robots are preferred," PLOS ONE, Public Library of Science, vol. 18(2), pages 1-17, February.
  27. Hyun-Kyung Choi & Sang-Soo Kim & Bum-Seok Kim, 2023. "Perceived Justice and Customer Loyalty in the Situation of Beauty Service Failure," SAGE Open, , vol. 13(4), pages 21582440231, December.
  28. Koc, Erdogan & Hatipoglu, Sercan & Kivrak, Oguzhan & Celik, Cemal & Koc, Kaan, 2023. "Houston, we have a problem!: The use of ChatGPT in responding to customer complaints," Technology in Society, Elsevier, vol. 74(C).
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