SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Customer forgiveness of unsatisfactory service: manifestations and antecedents · Study

ArticleShelves

ArticleCustomer forgiveness of unsatisfactory service: manifestations and antecedents

Dana Yagil2015

Article2015

Customer forgiveness of unsatisfactory service: manifestations and antecedents

Dana Yagil · Gil Luria

70 citations·0/0 files stored·Service Business

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

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

Abstract

No abstract was published for this record.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 70 citations exist upstream.

References

1994Qualitative Data Analysis: An Expanded Sourcebook 1968The Discovery of Grounded Theory: Strategies for Qualitative Research.1980Qualitative research and evaluation methods 1968The Discovery of Grounded Theory: Strategies for Qualitative Research 1976Business research methods 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives 1995Customer Switching Behavior in Service Industries: An Exploratory Study

Cited by

2022How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style 2023Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives 2021Self-diminishing effects of awe on consumer forgiveness in service encounters 2021The effects of a psychological contract breach on customer-directed deviance 2022The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps

Related works

Explore the map →

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

2016A Systems Perspective on Forgiveness in Organizationsarticle · 11 shared references 2019The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recoveryarticle · 11 shared references 2022Investigating the role of customer forgiveness following a double deviationarticle · 10 shared references 2012Do ongoing relationships buffer the effects of service recovery on customers' trust and loyalty?article · 9 shared references 2019Empathy and apology: the effectiveness of recovery strategiesarticle · 9 shared references 2019Do service firm employee and customer relations matter for customer forgiveness in service recovery?article · 9 shared references

Details

Year2015

Typearticle

Published2015-06-20

VenueService Business

ISSN-L1862-8508

Languageen

Citations70

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1007/s11628-015-0282-1

openalex_workW599354972

Links

Imported from OpenAlex (CC0) — nothing here is generated.

2019Dysfunctional customer behavior: conceptualization and empirical validation

2018Deck the Halls With Boughs of Holly to Soften Evaluations of Service Failure

2019Do service firm employee and customer relations matter for customer forgiveness in service recovery?