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Is consumer forgiveness possible?
16 references·5 citing·35 second hop
Is consumer forgiveness possible? (2019)Is consumer forgiveness possible?When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance (2009)When Customer Love Turns into…Anger is an approach-related affect: Evidence and implications. (2009)Anger is an approach-related …Forgiveness is an emotion-focused coping strategy that can reduce health risks and promote health resilience: theory, review, and hypotheses (2004)Forgiveness is an emotion-foc…Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction (2003)Service Failure and Recovery:…Forgiveness, forbearance, and time: The temporal unfolding of transgression-related interpersonal motivations. (2003)Forgiveness, forbearance, and…Does Venting Anger Feed or Extinguish the Flame? Catharsis, Rumination, Distraction, Anger, and Aggressive Responding (2002)Does Venting Anger Feed or Ex…Development and validation of the anger rumination scale (2001)Development and validation of…Private self-consciousness and the five-factor model of personality: Distinguishing rumination from reflection. (1999)Private self-consciousness an…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Regulating responses to anger: Effects of rumination and distraction on angry mood. (1998)Regulating responses to anger…Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement. (1998)Interpersonal forgiving in cl…Consumer satisfaction and perceived quality: Complementary or divergent constructs? (1994)Consumer satisfaction and per…Progress on a cognitive-motivational-relational theory of emotion. (1991)Progress on a cognitive-motiv…Structural equation modeling in practice: A review and recommended two-step approach. (1988)Structural equation modeling …Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Undoing greenwashing: the roles of greenwashing severity, consumer forgiveness, growth beliefs and apology sincerity (2025)Undoing greenwashing: the rol…The Role of Brand Authenticity and Existential Authenticity in Building Brand Loyalty Toward LGBT-Friendly Hotels (2024)The Role of Brand Authenticit…The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles (2022)The effect of service failure…A pathway to consumer forgiveness in the sharing economy: The role of relationship norms (2021)A pathway to consumer forgive…Gaining satisfaction: the role of brand equity orientation and failure type in service recovery (2020)Gaining satisfaction: the rol…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)"Migrating" to New Service Providers: Toward a Unifying Framework of Consumers' Switching Behaviors (2004)Customer betrayal and retaliation: when your best customers become your worst enemies (2007)A circumplex model of affect. (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)The disclosure processes model: Understanding disclosure decision making and postdisclosure outcomes among people living with a concealable stigmatized identity. (2010)The Nencki Affective Picture System (NAPS): Introduction to a novel, standardized, wide-range, high-quality, realistic picture database (2013)Self-report captures 27 distinct categories of emotion bridged by continuous gradients (2017)Construct validity in psychological tests. (1955)Review of Psychometric theory (2nd ed.). (1979)Significance tests and goodness of fit in the analysis of covariance structures. (1980)The Commitment-Trust Theory of Relationship Marketing (1994)PLS-SEM: Indeed a Silver Bullet (2011)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Word of mouth and interpersonal communication: A review and directions for future research (2014)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)Customer repurchase intention (2003)The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The impact of online reviews on hotel booking intentions and perception of trust (2011)Emotional regulation in the workplace: A new way to conceptualize emotional labor. (2000)Healthy and Unhealthy Emotion Regulation: Personality Processes, Individual Differences, and Life Span Development (2004)The Prosocial Classroom: Teacher Social and Emotional Competence in Relation to Student and Classroom Outcomes (2008)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)Individual differences in two emotion regulation processes: Implications for affect, relationships, and well-being. 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this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988Structural equation modeling in practice: A review and recommended two-step approach.41,858 cited
  • 1991Progress on a cognitive-motivational-relational theory of emotion.3,266 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited
  • 2009Anger is an approach-related affect: Evidence and implications.1,751 cited
  • 1999Private self-consciousness and the five-factor model of personality: Distinguishing rumination from reflection.1,645 cited
  • 1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery1,465 cited
  • 1998Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement.1,433 cited
  • 2009When Customer Love Turns into Lasting Hate: The Effects of Relationship Strength and Time on Customer Revenge and Avoidance980 cited
  • 2003Service Failure and Recovery: The Impact of Relationship Factors on Customer Satisfaction956 cited
  • 2002Does Venting Anger Feed or Extinguish the Flame? Catharsis, Rumination, Distraction, Anger, and Aggressive Responding835 cited
  • 2004Forgiveness is an emotion-focused coping strategy that can reduce health risks and promote health resilience: theory, review, and hypotheses823 cited
  • 1994Consumer satisfaction and perceived quality: Complementary or divergent constructs?

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719 cited
  • 2001Development and validation of the anger rumination scale711 cited
  • 2003Forgiveness, forbearance, and time: The temporal unfolding of transgression-related interpersonal motivations.685 cited
  • 1998Regulating responses to anger: Effects of rumination and distraction on angry mood.641 cited
  • Cited by

    • 2022The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles43 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
    • 2025Undoing greenwashing: the roles of greenwashing severity, consumer forgiveness, growth beliefs and apology sincerity18 cited
    • 2024The Role of Brand Authenticity and Existential Authenticity in Building Brand Loyalty Toward LGBT-Friendly Hotels15 cited