How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness

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Trustworthiness and trust: influences and implications (2014, background): “…in managing long-term marketing relationships is well documented in the literature (see Morgan & Hunt, 1994), but there has been surprisingly little attention paid to the role of trustworthiness, notwithstanding the claims that have been made about its importance (Hardin, 2002; Xie & Peng, 2009).”
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”
In stories we trust: How narrative apologies provide cover for competitive vulnerability after integrity-violating blog posts (2010, unknown): “Verbal responses can restore integrity even before remedying behavior can be displayed (Xie & Peng, 2009).”
Exploring brand attachment, its determinants and outcomes (2014, background): “Consumer forgiveness has been defined as the consumers’ willingness to give up retaliation, alienation and other destructive behaviours, and to respond in constructive ways after an organisational violation of trust and the related recovery efforts (Xie & Peng, 2009).”