- Adams JS (1965) Inequity in social exchange. Adv Exp Soc Psychol 2:267–299.
Paper not yet in RePEc: Add citation now
- Akdim K, Casalo LV (2023) Perceived value of AI-based recommendations service: the case of voice assistants. Service Busin 17(1):81–112.
Paper not yet in RePEc: Add citation now
- Alnawas I, Al Khateeb A, Abu Farha A, Ndubisi NO (2023) The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles. Int J Contemp Hosp Manag 35(5):1691–1712.
Paper not yet in RePEc: Add citation now
AlNuaimi BK, Singh SK, Harney B (2021) Unpacking the role of innovation capability: exploring the impact of leadership style on green procurement via a natural resource-based perspective. J Business Res 134:78–88.
- Aquino K, Tripp TM, Bies RJ (2001) How employees respond to personal offense: the effects of blame attribution, victim status, and offender status on revenge and reconciliation in the workplace. J Appl Psychol 86(1):52–59.
Paper not yet in RePEc: Add citation now
- Babin BJ, Zhuang W, Borges A (2021) Managing service recovery experience: effects of the forgiveness for older consumers. J Retail Consum Serv 58:102222.
Paper not yet in RePEc: Add citation now
- Beverland MB, Chung E, Kates SM (2009) Exploring consumers’ conflict styles: grudges and forgiveness following marketer failure. Adv Consum Res 36:438–443.
Paper not yet in RePEc: Add citation now
- Blau PM (1964) Exchange and power in social life. Wiley, New York.
Paper not yet in RePEc: Add citation now
- Blodgett JG, Granbois DH, Walters RG (1993) The effects of perceived justice on negative word-of-mouth and repatronage intentions. J Retail 69(4):399–428.
Paper not yet in RePEc: Add citation now
- Blodgett JG, Hill DJ, Tax SS (1997) The effects of distributive, procedural, and interactional justice on post-complaint behavior. J Retail 73(2):185–210.
Paper not yet in RePEc: Add citation now
- Brose LA, Rye MS, Lutz-Zois C, Ross SR (2005) Forgiveness and personality traits. Pers Individ Differ 39(1):35–46.
Paper not yet in RePEc: Add citation now
Cantor VJM, Li RC (2019) Matching service failures and recovery options toward satisfaction. Serv Ind J 39(13/14):901–924.
Casidy R, Shin H (2015) The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. J Retail Consum Serv 27:103–112.
Chen YH, Keng CJ (2023) The effect of subscription relational bond on customer engagement and stickiness in podcast: the moderating role of social connectedness. Serv Business 17(3):723–745.
- Choi B, Choi BJ (2014) The effects of perceived service recovery justice on customer affection, loyalty, and word-of-mouth. Eur J Mark 48(1/2):108–131.
Paper not yet in RePEc: Add citation now
- Chuang S, Cheng Y, Chang C, Yang S (2012) The effect of service failure types and service recovery on customer satisfaction: a mental accounting perspective. Serv Ind J 32(2):257–271.
Paper not yet in RePEc: Add citation now
- De Matos CA, Vieira VA, Veiga RT (2012) Behavioural responses to service encounter involving failure and recovery: the influence of contextual factors. Serv Ind J 32(14):2203–2217.
Paper not yet in RePEc: Add citation now
- Derrida J (2001) On cosmopolitanism and forgiveness. Routledge, London.
Paper not yet in RePEc: Add citation now
- Donoghue S, De Klerk HM (2013) Consumers’ anger and coping strategies following appraisals of appliance failure. Int J Consum Stud 37(2):214–221.
Paper not yet in RePEc: Add citation now
- Douglas SP, Craig CS (2007) Collaborative and iterative translation: an alternative approach to back translation. J Int Mark 15(1):30–43.
Paper not yet in RePEc: Add citation now
- Dunning J, Pecotich A, O’Cass AG (2004) What happens when things go wrong? Retail sales explanations and their effects. Psychol Mark 21(7):553–572.
Paper not yet in RePEc: Add citation now
- Eichhorn BR (2014) Common method variance techniques. Department of Operations & Supply Chain Management, Cleveland State University, SAS Institute Inc., Cleveland.
Paper not yet in RePEc: Add citation now
- Enright RD (2001) Forgiveness is a choice: a step-by-step process for resolving anger and restoring hope. American Psychological Association, Washington, DC.
Paper not yet in RePEc: Add citation now
- Enright RD, Freedman S, Rique J (1998) The psychology of interpersonal forgiveness. In: Enright RD, North J (eds) Exploring forgiveness. University of Wisconsin, Madison, pp 46–62.
Paper not yet in RePEc: Add citation now
- Enright RD, Group THDS (1991) The moral development of forgiveness. In: Kurtines WM, Gewirtz JL (eds) Handbook of moral behaviour and development. Lawrence Erlbaum, London, pp 123–152.
Paper not yet in RePEc: Add citation now
- Espino-Rodríguez TF, Ramírez-Fierro JC (2019) Dimensions of behavior and proactive improvement in hotel outsourcing relationships: the role of justice. Serv Bus 13(3):479–508.
Paper not yet in RePEc: Add citation now
- Faldetta G (2019) When relationships are broken: restorative justice under a levinasian approach. Philos Manag 18(4):55–69.
Paper not yet in RePEc: Add citation now
- Fedorikhin A, Park CW, Thomson M (2008) Beyond fit and attitude: the effect of emotional attachment on consumer responses to brand extensions. J Consum Psychol 18(4):281–291.
Paper not yet in RePEc: Add citation now
- Fehr R, Gelfand MJ (2012) The forgiving organization: a multilevel model of forgiveness at work. Acad Manag Rev 37(4):664–688.
Paper not yet in RePEc: Add citation now
- Fehr R, Gelfand MJ, Nag M (2010) The road to forgiveness: a meta-analytic synthesis of its situational and dispositional correlates. Psychol Bull 136(5):894–914.
Paper not yet in RePEc: Add citation now
- Fincham FD (2000) The kiss of the porcupines: from attributing responsibility to forgiving. Pers Relatsh 7(1):1–23.
Paper not yet in RePEc: Add citation now
- Fincham FD, Jackson H, Beach SR (2005) Transgression severity and forgiveness: different moderators for objective and subjective severity. J Soc Clin Psychol 24(6):860–875.
Paper not yet in RePEc: Add citation now
Folkes VS (1984) Consumer reactions to product failure: a attributional approach. J Consum Res 10(4):398–409.
- Fu H, Wu DC, Huang S, Song H, Gong J (2015) Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality. Int J Hosp Manag 46:55–64.
Paper not yet in RePEc: Add citation now
- Gaskin J (2021) Confirmatory factor analysis. http://statwiki.gaskination.com/index.php?title=CFA Accessed 22 January 2020.
Paper not yet in RePEc: Add citation now
- Grégoire Y, Fisher RJ (2008) Customer betrayal and retaliation: when your best customers become your worst enemies. J Acad Mark Sci 36(2):247–261.
Paper not yet in RePEc: Add citation now
- Grégoire Y, Tripp TM, Legoux R (2009) When customer love turns into lasting hate: the effects of relationship strength and time on customer revenge and avoidance. J Mark 73(6):18–32.
Paper not yet in RePEc: Add citation now
Grewal D, Roggeveen AL, Tsiros M (2008) The effect of compensation on repurchase intentions in service recovery. J Retail 84(4):424–434.
- Hair JF Jr, Black WC, Babin BJ, Anderson RE (2019) Multivariate data analysis, 8th edn. Cengage Learning, London.
Paper not yet in RePEc: Add citation now
- Hair JF Jr, Hult GTM, Ringle C, Sarstedt M (2017) A primer on partial least squares structural equaltion modeling (PLS-SEM), 2nd edn. SAGE Publications, Thousand Oaks.
Paper not yet in RePEc: Add citation now
Harrison-Walker LJ (2019) The critical role of customer forgiveness in successful service recovery. J Bus Res 95:376–391.
- Hess RL Jr, Ganesan S, Klein NM (2003) Service failure and recovery: the impact of relationship factors on customer satisfaction. J Acad Mark Sci 31(2):127–145.
Paper not yet in RePEc: Add citation now
- Honora A, Chih WH, Ortiz J (2023) What drives customer engagement after a service failure? The moderating role of customer trust. Int J Consum Stud 47(5):1714–1732.
Paper not yet in RePEc: Add citation now
Honora A, Chih WH, Wang KY (2022) Managing social media recovery: the important role of service recovery transparency in retaining customers. J Retail Consum Serv 64:102814.
- Honora A, Wang KY, Chih WH (2024) Gaining customer engagement in social media recovery: the moderating roles of timeliness and personalization. Internet Res. https://doi.org/10.1108/INTR-06-2022-0439 .
Paper not yet in RePEc: Add citation now
Hsu LC, Wang KY, Chih WH, Lin WC (2021) Modeling revenge and avoidance in the mobile service industry: moderation role of technology anxiety. Serv Ind J 41(15/16):1029–1052.
- Hur J, Jang S (2019) Is consumer forgiveness possible? Examining rumination and distraction in hotel service failures. Int J Contemp Hosp Manag 31(4):1567–1587.
Paper not yet in RePEc: Add citation now
- Jean RJB, Kim D, Sinkovics RR, Cavusgil E (2024) The effect of business model innovation on SMEs’ international performance: The contingent roles of foreign institutional voids and entrepreneurial orientation. J Business Res 175:114449.
Paper not yet in RePEc: Add citation now
- Joireman J, Grégoire Y, Devezer B, Tripp TM (2013) When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation. J Retail 89(3):315–337.
Paper not yet in RePEc: Add citation now
- Joireman J, Grégoire Y, Tripp TM (2016) Customer forgiveness following service failures. Curr Opin Psychol 10:76–82.
Paper not yet in RePEc: Add citation now
- Kenny DA (2016) Multiple latent variable model: confirmatory factor analysis. https://davidakenny.net/com/mactor.htm Accessed 2 February 2024.
Paper not yet in RePEc: Add citation now
- Ketron S, Naletelich K (2020) How anthropomorphic cues affect reactions to service delays. J Serv Mark 34(4):473–482.
Paper not yet in RePEc: Add citation now
- Kim N, Ulgado FM (2012) The effect of on-the-spot versus delayed compensation: the moderating role of failure severity. J Serv Mark 26(3):58–167.
Paper not yet in RePEc: Add citation now
- Kim Y, Ho TH, Tan LP, Casidy R (2023) Factors influencing consumer forgiveness: a systematic literature review and directions for future research. J Serv Theory Pract 33(5):601–628.
Paper not yet in RePEc: Add citation now
- Lazarus RS, Folkman S (1984) Coping and adaptation. In: Gentry WD (ed) The handbook of behavioral medicine. Guilford, New York, pp 282–325.
Paper not yet in RePEc: Add citation now
- Lewicki RJ, Bunker BB (1996) Developing and maintaining trust in working relationships. In: Kramer RM, Tyler TR (eds) Trust in organizations: frontiers of theory and research. Sage Publications, Thousand Oaks, pp 114–139.
Paper not yet in RePEc: Add citation now
- Li X, Chan KW, Kim S (2019) Service with emoticons: how customers interpret employee use of emoticons in online service encounters. J Consum Res 45(5):973–987.
Paper not yet in RePEc: Add citation now
- Mathras D, Cohen AB, Mandel N, Mick DG (2016) The effects of religion on consumer behavior: a conceptual framework and research agenda. J Consum Psychol 26(2):298–311.
Paper not yet in RePEc: Add citation now
- Mattila AS (2001) The effectiveness of service recovery in a multi-industry setting. J Serv Mark 15(7):583–596.
Paper not yet in RePEc: Add citation now
- Maxham JG, Netemeyer RG (2002) A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts. J Mark 66(4):57–71.
Paper not yet in RePEc: Add citation now
- McCullough ME (2000) Forgiveness as human strength: theory, measurement, and links to well-being. J Soc Clin Psychol 19(1):43–55.
Paper not yet in RePEc: Add citation now
- McCullough ME, Kurzban R, Tabak BA (2013) Cognitive systems for revenge and forgiveness. Behav Brain Sci 36(1):1–15.
Paper not yet in RePEc: Add citation now
- McCullough ME, Rachal KC, Sandage SJ, Worthington EL Jr, Brown SW, Hight TL (1998) Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement. J Pers Soc Psychol 75(6):1586–1603.
Paper not yet in RePEc: Add citation now
- McCullough ME, Sandage SJ, Worthington EL Jr (1997) To forgive is human: how to put your past in the past. InterVarsity Press, Downers Grove.
Paper not yet in RePEc: Add citation now
- Muhammad L, Rana G (2019) Do service firm employee and customer relations matter for customer forgiveness in service recovery. Asia Pacific J Mark Logist 31(4):1216–1232.
Paper not yet in RePEc: Add citation now
Muhammad L, Rana G (2020) Mediating role of customer forgiveness between perceived justice and satisfaction. J Retail Consum Serv 52:101886.
- North J (1987) Wrongdoing and forgiveness. Philosophy 62(242):499–508.
Paper not yet in RePEc: Add citation now
- Ortiz J, Chiu TS, Chih WH, Hsu CW (2017) Perceived justice, emotions, and behavioral intentions in the Taiwanese food and beverage industry. Int J Confl Manag 28(4):437–463.
Paper not yet in RePEc: Add citation now
Palanski ME (2012) Forgiveness and reconciliation in the workplace: a multi-level perspective and research agenda. J Bus Ethics 109(3):275–287.
- Radu AG, Arli D, Suratchartkumtokun J, Weaven S, Wright O (2019) Empathy and apology: the effectiveness of recovery strategies. Mark Intell Plan 37(4):358–371.
Paper not yet in RePEc: Add citation now
- Riaz Z, Khan MI (2016) Impact of service failure severity and agreeableness on consumer switchover intention. Asia Pacific J Mark Logist 28(3):420–434.
Paper not yet in RePEc: Add citation now
- Rotte K, Chandrashekaran M, Tax SS, Grewal R (2006) Forgiven but not forgotten: covert uncertainty in overt responses and the paradox of defection-despite-trust. J Consum Psychol 16(3):283–294.
Paper not yet in RePEc: Add citation now
- Rye MS, Pargament KI, Ali MA, Beck GL, Dorff EN, Hallisey C, Narayanan V, Williams JG (2000) Religious perspectives on forgiveness. In: McCullough ME, Pargament KI, Thoresen CE (eds) Forgiveness: theory, research, and practice. The Guilford Press, New York, pp 17–40.
Paper not yet in RePEc: Add citation now
- Schnebelen S, Bruhn M (2018) An appraisal framework of the determinants and consequences of brand happiness. Psychol Mark 35(2):101–119.
Paper not yet in RePEc: Add citation now
- Shin H, Casidy R, Mattila AS (2018) Service recovery, justice perception, and forgiveness: the “other customers” perspectives. Serv Mark Q 39(1):1–21.
Paper not yet in RePEc: Add citation now
- Sidhu SK, Ong FS, Balaji MS (2023) Impact of failure severity levels on satisfaction and behavior: from the perspectives of justice theory and regulatory focus theory. J Consum Mark 40(4):535–547.
Paper not yet in RePEc: Add citation now
- Sinha J, Lu FC (2016) “I” value justice, but “we” value relationships: self-construal effects on post-transgression consumer forgiveness. J Consum Psychol 26(2):265–274.
Paper not yet in RePEc: Add citation now
- Smith AK, Bolton RN, Wagner J (1999) A model of customer satisfaction with service encounters involving failure and recovery. J Mark Res 36(3):356–372.
Paper not yet in RePEc: Add citation now
- Tax SS, Brown SW, Chandrashekaran M (1998) Customer evaluations of service complaint experiences: implications for relationship marketing. J Mark 62(2):60–76.
Paper not yet in RePEc: Add citation now
- Tektas OO (2017) Perceived justice and post-recovery satisfaction in banking service failure: do commitment types matter? Serv Bus 11(4):851–870.
Paper not yet in RePEc: Add citation now
- The Jakarta Post (2019) The top five e-wallet apps in Indonesia. https://www.thejakartapost.com/life/2019/08/14/the-top-five-e-wallet-apps-in-indonesia.html . Accessed 1 April 2020.
Paper not yet in RePEc: Add citation now
- Tsarenko Y, Strizhakova Y, Otnes CC (2019) Reclaiming the future: understanding customer forgiveness of service transgressions. J Serv Res 22(2):139–155.
Paper not yet in RePEc: Add citation now
- Tsarenko Y, Tojib D (2011) A transactional model of forgiveness in the service failure context: a customer-driven approach. J Serv Mark 25(5):381–392.
Paper not yet in RePEc: Add citation now
- Tsarenko Y, Tojib D (2012) The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes. J Mark Manag 28(9/10):1217–1239.
Paper not yet in RePEc: Add citation now
- Tsarenko Y, Tojib D (2015) Consumers’ forgiveness after brand transgression: the effect of the firm’s corporate social responsibility and response. J Mark Manag 31(17/18):1851–1877.
Paper not yet in RePEc: Add citation now
- Umar RM, Saleem S (2022) Employee emotional competence and service recovery satisfaction: the mediating role of consumer forgiveness. Br Food J 124(13):445–459.
Paper not yet in RePEc: Add citation now
- Van Vaerenbergh Y, Varga D, De Keyser A, Orsingher C (2019) The service recovery journey: conceptualization, integration, and directions for future research. J Serv Res 22(2):103–119.
Paper not yet in RePEc: Add citation now
- Wang KY, Chih WH, Honora A (2023) How the emoji use in apology messages influences customers’ responses in online service recoveries: the moderating role of communication style. Int J Inf Manag 69:102168.
Paper not yet in RePEc: Add citation now
- Wang KY, Chih WH, Hsu LC, Lin WC (2020) Investigating apology, perceived firm remorse and consumers’ coping behaviors in the digital medial service recovery context. J Serv Manag 31(3):421–439.
Paper not yet in RePEc: Add citation now
- Wang X, Zhang Q (2018) Does online service failure matter to offline customer loyalty in the integrated multi-channel context? The moderating effect of brand strength. J Serv Theory Pract 28(6):774–806.
Paper not yet in RePEc: Add citation now
Wang YS, Wu SC, Lin HH, Wang YY (2011) The relationship of service failure severity, service recovery justice and perceived switching costs with customer loyalty in the context of e-tailing. Int J Inf Manag 31(4):350–359.
Wei C, Liu MW, Keh HT (2020) The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery. J Bus Res 118:321–334.
- Weun S, Beatty SE, Jones MA (2004) The impact of service failure severity on service recovery evaluations and post-recovery relationships. J Serv Mark 18(2):133–146.
Paper not yet in RePEc: Add citation now
- Wirtz J, Mattila AS (2004) Consumer responses to compensation, speed of recovery and apology after a service failure. Int J Serv Ind Manag 15(2):150–166.
Paper not yet in RePEc: Add citation now
Wolter JS, Bacile TJ, Smith JS, Giebelhausen M (2019) The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery. J Bus Res 104:233–246.
- Worthington EL Jr (2001) Five steps to forgivenes. Crown, New York.
Paper not yet in RePEc: Add citation now
- Worthington EL Jr (2006) Forgiveness and reconciliation: theory and application. Routledge, New York.
Paper not yet in RePEc: Add citation now
- Worthington EL Jr, Scherer M (2004) Forgiveness is an emotion-focused coping strategy that can reduce health risk and promote health resilience: theory, review, and hypotheses. Psychol Health 19(3):385–405.
Paper not yet in RePEc: Add citation now
- Xie Y, Peng S (2009) How to repair customer trust after negative publicity: the roles of competence, integrity, benevolence, and forgiveness. Psychol Mark 26(7):572–589.
Paper not yet in RePEc: Add citation now
- Yagil D, Luria G (2016) Customer forgiveness of unsatisfactory service: manifestations and antecedents. Serv Bus 10(3):557–579.
Paper not yet in RePEc: Add citation now
Yuan D, Lin Z, Filieri R, Liu R, Zheng M (2020) Managing the product-harm crisis in the digital era: the role of consumer online brand community engagement. J Bus Res 115:38–47.
- Zourrig H, Chebat JC, Toffoli R (2009) Exploring cultural differences in customer forgiveness behavior. J Serv Manag 20(4):404–419.
Paper not yet in RePEc: Add citation now
Zourrig H, Chebat JC, Toffoli R (2015) In-group love and out-group hate? A cross cultural study on customers’ revenge, avoidance and forgiveness behaviors. J Bus Res 68(3):487–499.