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The critical role of customer forgiveness in successful service recovery

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Cited by:

  1. Xu, Xing'an & Liu, Juan, 2024. "Promotional games in service recovery: Luck works," Annals of Tourism Research, Elsevier, vol. 105(C).
  2. Yang, Yan & Hu, Jing, 2021. "Self-diminishing effects of awe on consumer forgiveness in service encounters," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  3. 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).
  4. Harun, Ahasan & Rokonuzzaman, Md, 2021. "Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  5. Xie, Scheng & Wei, Haiying, 2024. "Handwritten or machine-written? How typeface affects consumer forgiveness for brand failures," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
  6. 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.
  7. Roy, Vivek & Vijay, T. Sai & Srivastava, Abhishek, 2022. "The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  8. Yuan, Denghua & Lin, Zhibin & Filieri, Raffaele & Liu, Ran & Zheng, Mengqin, 2020. "Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement," Journal of Business Research, Elsevier, vol. 115(C), pages 38-47.
  9. Balaji, M.S. & Jiang, Yangyang & Singh, Gurbir & Jha, Subhash, 2020. "Letting go or getting back: How organization culture shapes frontline employee response to customer incivility," Journal of Business Research, Elsevier, vol. 111(C), pages 1-11.
  10. Datta, Subhadeep & Mukherjee, Sourjo, 2022. "In families we trust: Family firm branding and consumer’s reaction to product harm crisis," Journal of Business Research, Elsevier, vol. 151(C), pages 257-268.
  11. Bozkurt, Sıddık & Gligor, David, 2021. "Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  12. 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.
  13. Shuqair, Saleh & Pinto, Diego Costa & Mattila, Anna S., 2019. "Benefits of authenticity: Post-failure loyalty in the sharing economy," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.
  14. Fatemeh Hamidi & Naser Shams Gharneh & Datis Khajeheian, 2019. "A Conceptual Framework for Value Co-Creation in Service Enterprises (Case of Tourism Agencies)," Sustainability, MDPI, vol. 12(1), pages 1-21, December.
  15. 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).
  16. 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).
  17. 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.
  18. Xu, Xing'an & Liu, Juan & Gursoy, Dogan, 2022. "Emotional intelligence similarity in service recovery," Annals of Tourism Research, Elsevier, vol. 96(C).
  19. Milica Josimović & Dragan Ćoćkalo & Sead Osmanović & Milena Cvjetković & Nikola Radivojević, 2025. "The Influence of Competitiveness Factors on Sustainable Business Performance in the Hotel Industry: From the Perspective of the Perception of Hotel Service Users," Sustainability, MDPI, vol. 17(5), pages 1-21, March.
  20. 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.
  21. 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.
  22. Li, Jinhua & Liu, Li & Qing, Qiankai, 2022. "Differentiated consumer forgiveness for different corporate social irresponsibility domains: The moderating role of corporate reputation and patriotism," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
  23. Vasileios Davvetas & Aulona Ulqinaku & Constantine S. Katsikeas, 2024. "Brand transgressions: How, when, and why home country bias backfires," Journal of the Academy of Marketing Science, Springer, vol. 52(4), pages 976-997, July.
  24. Ryoo, Yuhosua & Jeon, Yongwoog Andy & Kim, WooJin, 2024. "The blame shift: Robot service failures hold service firms more accountable," Journal of Business Research, Elsevier, vol. 171(C).
  25. Wei, Chuang & Liu, Maggie Wenjing & Keh, Hean Tat, 2020. "The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery," Journal of Business Research, Elsevier, vol. 118(C), pages 321-334.
  26. 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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