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Customer forgiveness following service failures · Study

ReviewCustomer forgiveness following service failures

Jeff A. Joireman2015

Review2015

Customer forgiveness following service failures

Jeff A. Joireman · Yany Grégoire · Thomas M. Tripp

107 citations·0/0 files stored·Current Opinion in Psychology

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Customer Service Quality and Loyalty Service and Product Innovation Forgiveness and Related Behaviors

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References

1954Nature of Prejudice 1998INTERGROUP CONTACT THEORY 1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery 1997Interpersonal forgiving in close relationships.1998Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement.2004The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior 2001Restorative Justice & Responsive Regulation

Cited by

2018How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses 2020Recover from a service failure: The differential effects of brand betrayal and brand disappointment on an exclusive brand offering 2019Mediating role of customer forgiveness between perceived justice and satisfaction 2022Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?2019Empathy and apology: the effectiveness of recovery strategies

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Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2016A Systems Perspective on Forgiveness in Organizationsarticle · 14 shared references 2013When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliationarticle · 11 shared references 2019Rise and fall of complainants’ desires: The role of pre-failure brand commitment and online service recovery satisfactionarticle · 11 shared references 2018How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responsesarticle · 10 shared references 2012Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefitsarticle · 10 shared references 2022Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?article · 10 shared references

Details

Year2015

Typereview

Published2015-12-30

VenueCurrent Opinion in Psychology

ISSN-L2352-250X

Languageen

Citations107

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.copsyc.2015.11.005

openalex_workW2209836084

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2021Don't be rude! The effect of content moderation on consumer‐brand forgiveness

2018What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas

2020Does it really hurt? Making sense of varieties of anger