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Customer forgiveness following service failures

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References

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1998Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing2,718 cited
1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
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2001Restorative Justice & Responsive Regulation1,058 cited
1988Consumer Complaint Intentions and Behavior: Definitional and Taxonomical Issues1,041 cited
2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
2002Dealing with betrayal in close relationships: Does commitment promote forgiveness?810 cited
2007Customer betrayal and retaliation: when your best customers become your worst enemies808 cited
2006Getting even or moving on? Power, procedural justice, and types of offense as predictors of revenge, forgiveness, reconciliation, and avoidance in organizations.725 cited
2001How employees respond to personal offense: The effects of blame attribution, victim status, and offender status on revenge and reconciliation in the workplace.

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659 cited

1999Restorative Justice: Assessing Optimistic and Pessimistic Accounts638 cited

2010A comprehensive model of customer direct and indirect revenge: understanding the effects of perceived greed and customer power519 cited

Cited by

2020Letting go or getting back: How organization culture shapes frontline employee response to customer incivility114 cited
2018How can firms stop customer revenge? The effects of direct and indirect revenge on post-complaint responses102 cited
2020Recover from a service failure: The differential effects of brand betrayal and brand disappointment on an exclusive brand offering98 cited
2019Mediating role of customer forgiveness between perceived justice and satisfaction81 cited
2022Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?70 cited
2019Empathy and apology: the effectiveness of recovery strategies65 cited
2021Don't be rude! The effect of content moderation on consumer‐brand forgiveness50 cited
2018What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas45 cited
2020Does it really hurt? Making sense of varieties of anger43 cited
2019The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery41 cited
2021A pathway to consumer forgiveness in the sharing economy: The role of relationship norms41 cited
2020Gaining satisfaction: the role of brand equity orientation and failure type in service recovery39 cited
2022Customer responses to airline companies' service failure and recovery strategies: the moderating role of service failure habit37 cited
2021The higher they climb, the harder they fall: The role of self‐brand connectedness in consumer responses to corporate social responsibility hypocrisy36 cited
2023Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach34 cited
2019Do service firm employee and customer relations matter for customer forgiveness in service recovery?34 cited