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Employee emotional competence and service recovery satisfaction: the mediating role of consumer forgiveness
16 references·0 citing·53 second hop
Employee emotional competence and service recovery satisfaction: the mediating role of consumer forgiveness (2022)Employee emotional competence and service…The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery (2020)The road to consumer forgiven…The Service Recovery Journey: Conceptualization, Integration, and Directions for Future Research (2018)The Service Recovery Journey:…The critical role of customer forgiveness in successful service recovery (2018)The critical role of customer…A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)A new criterion for assessing…The nature of an apology: An experimental study on how to apologize after a service failure (2012)The nature of an apology: An …Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions (2011)Satisfaction and post-purchas…How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness (2009)How to repair customer trust …The Role of Emotions in Service Encounters (2002)The Role of Emotions in Servi…A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)A Longitudinal Study of Compl…The effectiveness of service recovery in a multi‐industry setting (2001)The effectiveness of service …An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery (2000)An Empirical Investigation of…A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery (1999)A Model of Customer Satisfact…Mood and judgment: The affect infusion model (AIM). (1995)Mood and judgment: The affect…Reliability Measures for Qualitative Data: Theory and Implications (1994)Reliability Measures for Qual…Emotional Contagion (1993)Emotional ContagionReliability of Nominal Data Based on Qualitative Judgments (1989)Reliability of Nominal Data B…Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Prospect theory: An analysis of decision under risk (1988)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Discriminant validity testing in marketing: an analysis, causes for concern, and proposed remedies (2015)Inequity In Social Exchange (1965)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Behavioral Consequences of Service Quality (1996)The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants (2006)Satisfaction with service recovery: Perceived justice and emotional responses (2008)Customer Engagement With Tourism Brands (2012)A Coefficient of Agreement for Nominal Scales (1960)The Measurement of Observer Agreement for Categorical Data (1977)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Rethinking validity and reliability in content analysis (1999)Validation Guidelines for IS Positivist Research (2004)Word of mouth communication within online communities: Conceptualizing the online social network (2007)The Psychology of Interpersonal Relations. 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References

  • 2014A new criterion for assessing discriminant validity in variance-based structural equation modeling38,283 cited
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  • 2011Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions318 cited
  • 2012The nature of an apology: An experimental study on how to apologize after a service failure

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205 cited
  • 2018The critical role of customer forgiveness in successful service recovery199 cited
  • 2020The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery182 cited
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