The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes

By Yelena Tsarenko, Dewi Rooslani Tojib. 2012

135 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/23260f071f8cf5297387ffbb23149cf2443b3840

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

In Sociology and Political Science

1. Riza Casidy
2. Hyunju Shin

Citations in the corpus

• The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “Recently, however, the concept of forgiveness has received increasing interest within the marketing literature (Beverland et al., 2009; Tsarenko and Tojib, 2012; Xie and Peng, 2009; Zourrig et al., 2015), with particular attention to how consumers use forgiveness as a coping mechanism following corp”