This research explored whether customer forgiveness mediated the relationships between
service failure severity (SFS) and customers' coping behaviors and examined the …

Consumer forgiveness represents a compelling phenomenon for marketers, as
understanding and leveraging forgiveness allows repairing consumer brand relationships …

In an era where both human and virtual influencers play pivotal roles in shaping consumer
behavior, understanding their influence on consumers' reactions to service failures has …

Purpose This study aims to develop and test a research model that explores the empirical
relationship between consumer religiosity, brand love and consumer forgiveness. Its …

Purpose This research aims to investigate the influence of consumers' anticipated trust in
service providers on brand switching intention and its underlying psychological mechanism …

Using the lenses of attribution theory and situational crisis communication theory (SCCT),
this study proposes a moderated mediation model to analyze the mechanism underlying the …

Purpose Service failures usually occur in front of third-party customers. Third-party
customers react emotionally and behaviorally to service failure and recovery efforts aimed at …

This study examines the effect of three justice types' direct and three-way interactions on
customer forgiveness, including the two moderators of sales promotions and customer type …

Özet Tüketici affetmesi, hizmet hatası ve telafisi araştırmalarındaki rolüyle pazarlama
yazınında önemi giderek artan bir kavramdır. Bu doğrultuda, bu araştırma tüketici affetmesi …

Sammanfattning Klimatkatastrofer, kriget i Israel-Gaza, upphävandet av aborträtt i USA och
Rysslands invasionskrig i Ukraina är alla aktuella händelser som påverkar de mänskliga …