{"title":"The role of customer forgiveness and perceived justice in restoring relationships with customers","authors":"Andreawan Honora, Kai-Yu Wang, Wen-Hai Chih","doi":"10.1007/s11628-024-00563-1","DOIUrl":null,"url":null,"abstract":"<p>This research explored whether customer forgiveness mediated the relationships between service failure severity (SFS) and customers’ coping behaviors and examined the moderating role of perceived justice in the proposed model. The results indicated that customer forgiveness played a crucial role in restoring relationships and reducing customers’ avoidance. Higher perceptions of justice for service providers’ recovery efforts weakened the negative effect of SFS on customer forgiveness. Additionally, the results showed that perceived high distributive justice attenuated the negative effect of SFS on customer forgiveness when perceived interactional justice was low. Such an attenuating effect decreased when perceived interactional justice increased.</p>","PeriodicalId":51576,"journal":{"name":"Service Business","volume":"32 1","pages":""},"PeriodicalIF":4.4000,"publicationDate":"2024-06-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Service Business","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1007/s11628-024-00563-1","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0
Abstract
This research explored whether customer forgiveness mediated the relationships between service failure severity (SFS) and customers’ coping behaviors and examined the moderating role of perceived justice in the proposed model. The results indicated that customer forgiveness played a crucial role in restoring relationships and reducing customers’ avoidance. Higher perceptions of justice for service providers’ recovery efforts weakened the negative effect of SFS on customer forgiveness. Additionally, the results showed that perceived high distributive justice attenuated the negative effect of SFS on customer forgiveness when perceived interactional justice was low. Such an attenuating effect decreased when perceived interactional justice increased.
期刊介绍：
The mission of Service Business is to be an outlet for the most advanced research in business related to the service sector. The journal is designed to be international and multidisciplinary. Service Business focuses on business research for the service sector and provides a means of communication for those working in the business field of service and service industries irrespective of discipline, functional area, sector or nationality. Service Business is a journal for issues related to business in the service sector of the economy, focusing on both the profit and non-profit areas of the sector. Authors share their experiences in developing, implementing, and evaluating their business decisions and strategies and explore not only the latest research and methodologies in the field, but also examine the theoretical and managerial implications, and future research opportunities in service sector. An editorial review board of leading international scholars and practitioners assures content which encompasses rigorous conceptual and empirical papers, practice-oriented papers, teaching-oriented papers, special issues, case studies, book reviews, and conference reports. Every article published in the SB is subject to a double blind review process to ensure its relevance and quality.
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