When Do Customers Offer Firms a 'Second Chance' Following a Double Deviation? The Impact of Inferred Firm Motives on Customer Revenge and Reconciliation

By J. Joireman, Yany Grégoire, Berna Devezer, T. M. Tripp. 2013

274 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/2696487eb1ff21e889f8deed5371882810baa295

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Citations in the corpus

Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes (2017, methodology): “Because anger is more likely after a service failure if the failure is attributed to the service provider (Bonifield and Cole 2007; Joireman et al. 2013), we predict an indirect effect of failure context on anger through blame attribution.”
Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms (2017, background): “Third, while most of the retailing literature emphasises ﬁ rms' reactive post-failure recovery strategies (c.f. Brady, Cronin, Fox, & Roehm, 2008; Joireman et al., 2013; Smith et al., 1999; Tax et al., 1998; Tokman, Davis, & Lemon, 2007), this study investigates how proactive strategies such as SA…”
The Social Dimension of Service Interactions (2017, background): “We thus contribute to literature on blame attributions in service failure episodes by showing that such attributions affect the social dynamics in a service interaction (Bitner 1990; Gelbrich 2010; Joireman et al. 2013; Strizhakova, Tsarenko, and Ruth 2012).”
Customer forgiveness following service failures (2016, background): “In contrast, avoidance behaviors will likely reduce Current Opinion in Psychology 2016, 10:76–82 Structural equation model testing process model of responses to double deviations (Joireman et al., 2013; Study 3).”
The Effects of Harm Directions and Service Recovery Strategies on Customer Forgiveness and Negative Word-of-Mouth Intentions (2015, background): “However, despite the numerous studies on the utilization of apologies and compensation, there is very little examination of the effects of apologies and compensation on consumer forgiveness intentions (Joireman et al., 2013).”