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Mediating role of customer forgiveness between perceived justice and satisfaction
15 references·16 citing·41 second hop
Mediating role of customer forgiveness between perceived justice and satisfaction (2019)Mediating role of customer forgiveness be…The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions (2015)The effects of harm direction…Customer forgiveness following service failures (2015)Customer forgiveness followin…A primer on partial least squares structural equation modeling (PLS-SEM) (2015)A primer on partial least squ…A primer on partial least squares structural equation modeling (PLS-SEM) (2014)A primer on partial least squ…A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A new criterion for assessing…Subjective well-being of Hong Kong Chinese teachers: The contribution of gratitude, forgiveness, and the orientations to happiness (2013)Subjective well-being of Hong…The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes (2011)The role of personality chara…Explaining customer satisfaction with complaint handling (2010)Explaining customer satisfact…A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2010)A Meta-Analysis of Organizati…How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness (2009)How to repair customer trust …A meta-analysis of satisfaction with complaint handling in services (2009)A meta-analysis of satisfacti…Dispositional Forgiveness of Self, Others, and Situations (2005)Dispositional Forgiveness of …Knowledge Management: An Organizational Capabilities Perspective (2001)Knowledge Management: An Orga…Interpersonal forgiving in close relationships. (1997)Interpersonal forgiving in cl…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Brand hate: a systematic literature review and future perspectives (2024)Brand hate: a systematic lite…Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach (2023)Why do Consumers Forgive Onli…What drives customer engagement after a service failure? The moderating role of customer trust (2023)What drives customer engageme…Watching is Valuable Consumer Views – Content Consumption on Ott Platforms (2022)Watching is Valuable Consumer…How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style (2022)How the emoji use in apology …Emotional intelligence similarity in service recovery (2022)Emotional intelligence simila…Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter? (2022)Effects of customer forgivene…Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender (2022)Does service recovery matter?…When and why organizational dehumanization leads to deviant work behaviors in hospitality industry (2021)When and why organizational d…Self-diminishing effects of awe on consumer forgiveness in service encounters (2021)Self-diminishing effects of a…Managing social media recovery: The important role of service recovery transparency in retaining customers (2021)Managing social media recover…Examining investors' sentiments, behavioral biases and investment decisions during COVID-19 in the emerging stock market: a case of Pakistan stock market (2021)Examining investors' sentimen…Don't be rude! The effect of content moderation on consumer‐brand forgiveness (2021)Don't be rude! The effect of …Impact of organizational mistreatment on employee performance in the hotel industry (2020)Impact of organizational mist…Gaining satisfaction: the role of brand equity orientation and failure type in service recovery (2020)Gaining satisfaction: the rol…Impact of employee perceptions of mistreatment on organizational performance in the hotel industry (2019)Impact of employee perception…The Psychology of Interpersonal Relations. (1958)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Comparative fit indexes in structural models. (1990)Patterns of Positive and Negative Religious Coping with Major Life Stressors (1998)Is gratitude a moral affect? (2001)Interdependence, Interaction, and Relationships (2002)The CES-D Scale (1977)The Satisfaction With Life Scale (1985)Development and validation of brief measures of positive and negative affect: The PANAS scales. (1988)Forgivingness, Vengeful Rumination, and Affective Traits (2004)Self–Forgiveness: The Stepchild of Forgiveness Research (2005)The Relationship between Self-compassion and Other-focused Concern among College Undergraduates, Community Adults, and Practicing Meditators (2012)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models (1982)The Social Psychology of Procedural Justice (1988)Recruiting Through the Stages: A Meta‐Analytic Test of Predictors of Applicant Attraction at Different Stages of the Recruiting Process (2012)The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery (2013)Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern (2015)Absorptive Capacity: A New Perspective on Learning and Innovation (1990)Knowledge Management Enablers, Processes, and Organizational Performance: An Integrative View and Empirical Examination (2003)Knowledge Sharing in Organizations: A Conceptual Framework (2003)Firm resources and sustained competitive advantage (2004)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Information Technology: Toward A Unified View1 (2003)Using PLS path modeling in new technology research: updated guidelines (2016)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)Inequity In Social Exchange (1965)Practical Meta-Analysis (2000)The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research (2018)A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights (2019)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The Commitment-Trust Theory of Relationship Marketing (1994)Corporate social responsibility authenticity: Investigating its antecedents and outcomes (2015)The critical role of customer forgiveness in successful service recovery (2018)Attachment and trust in artificial intelligence (2020)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Partial least squares structural equation modeling (PLS-SEM) (2014)When to use and how to report the results of PLS-SEM (2018)Common Beliefs and Reality About PLS (2014)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)
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References

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  • 2013Subjective well-being of Hong Kong Chinese teachers: The contribution of gratitude, forgiveness, and the orientations to happiness170 cited
  • 2015The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions166 cited
  • 2011The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes137 cited
  • 2015

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Customer forgiveness following service failures
107 cited
  • 2010Explaining customer satisfaction with complaint handling85 cited
  • Cited by

    • 2022Watching is Valuable Consumer Views – Content Consumption on Ott Platforms102 cited
    • 2021When and why organizational dehumanization leads to deviant work behaviors in hospitality industry78 cited
    • 2021Managing social media recovery: The important role of service recovery transparency in retaining customers70 cited
    • 2022Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?70 cited
    • 2020Impact of organizational mistreatment on employee performance in the hotel industry67 cited
    • 2022How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style65 cited
    • 2021Examining investors' sentiments, behavioral biases and investment decisions during COVID-19 in the emerging stock market: a case of Pakistan stock market61 cited
    • 2019Impact of employee perceptions of mistreatment on organizational performance in the hotel industry56 cited
    • 2021Don't be rude! The effect of content moderation on consumer‐brand forgiveness50 cited
    • 2023What drives customer engagement after a service failure? The moderating role of customer trust47 cited
    • 2021Self-diminishing effects of awe on consumer forgiveness in service encounters47 cited
    • 2022Does service recovery matter? Relationships among perceived recovery justice, recovery satisfaction and customer affection and repurchase intentions: the moderating role of gender42 cited
    • 2020Gaining satisfaction: the role of brand equity orientation and failure type in service recovery39 cited
    • 2024Brand hate: a systematic literature review and future perspectives34 cited
    • 2023Why do Consumers Forgive Online Travel Agencies? A Multi-study Approach34 cited
    • 2022Emotional intelligence similarity in service recovery32 cited