Purpose Consumer forgiveness is an important concept in service failure and recovery
research. To advance knowledge and develop future research agenda in this domain, this …

There is a paucity of research on the role of food delivery apps (FDAs) in food waste
generation. This gap needs to be addressed since FDAs represent a fast-growing segment …

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

Prior studies have examined customers' reactions to service provided by people with
disabilities solely within normal service conditions. This study expands current research by …

Purpose This study aims to explore whether frontline employees' service recovery
performance as well as customers' recovery satisfaction (RS) act as mediating mechanisms …

This study investigates the association of emotional (courtesy) and functional (explanation)
service recovery strategies with customer responses in the healthcare and telecom sectors …

The literature offers valuable insights into various aspects of service recovery and service
outcomes. However, the available findings are limited relative to the size of the ever …

The nature of the service failure-recovery literature is expansive, complex, and
heterogeneous. The full range of content is difficult to traverse given the long history and …

This study aims to determine the influence of service recovery on brand trust among
international fast-food restaurant customers in Bandung City. The service recovery variable …

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