A transactional model of forgiveness in the service failure context: a customer‐driven approach

By Yelena Tsarenko, Dewi Rooslani Tojib. 2011

147 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/0aa4ee8718f8404bb9c7b75dec9e2217fb67e77c

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Riza Casidy
2. Hyunju Shin
3. Dewi Rooslani Tojib
4. Yelena Tsarenko

In Social Psychology

1. Dewi Rooslani Tojib
2. Riza Casidy
3. Yelena Tsarenko
4. Hyunju Shin

In Sociology and Political Science

1. Riza Casidy
2. Hyunju Shin
3. Yelena Tsarenko
4. Dewi Rooslani Tojib

Citations in the corpus

• The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes (2012, background): “However, ISSN 0267-257X print/ISSN 1472-1376 online © 2012 Westburn Publishers Ltd. http://dx.doi.org/10.1080/0267257X.2011.619150 http://www.tandfonline.com investigators have largely overlooked consumer forgiveness as a coping strategy in business settings (Tsarenko & Tojib, 2011).”
• The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “This study also contributes to the body of knowledge on consumer forgiveness, a topic which has been largely overlooked in the service literature (Tsarenko and Tojib, 2011).”