IDEAS home Printed from https://ideas.repec.org/a/bla/jconsa/v56y2022i1p465-486.html
   My bibliography  Save this article

The effect of religiosity on customer's response to service failure: Belief‐in‐fate, forgiveness, and emotional wellbeing

Author

Listed:
  • Samer Sarofim
  • Ahmed Tolba
  • Morris Kalliny

Abstract

This research investigates the effect of religiosity on customers' response to service failure. In three studies, the authors provided evidence to the mediating role of belief‐in‐fate in explaining the effects of religiosity on customers' responses after service failure. The overall model religiosity → belief‐in‐fate → forgiveness → emotional well‐being is investigated in non‐social (study 1) and social (study 2) contexts of service failure. Religiosity corresponded with higher levels of belief‐in‐fate, leading to lower levels of customers' dissatisfaction (study 1) and higher levels of customer's forgiveness (study 2), both leading to a positive significant effect on consumers' emotional well‐being. To test the robustness of the model, religiosity was both measured (studies 1 and 2) and manipulated (study 3). Additionally, the moderating effect of interpersonal justice was ruled out (study 3). The effect of religiosity on belief‐in‐fate and forgiveness was not moderated by interpersonal justice. Theoretical and practical implications are discussed.

Suggested Citation

  • Samer Sarofim & Ahmed Tolba & Morris Kalliny, 2022. "The effect of religiosity on customer's response to service failure: Belief‐in‐fate, forgiveness, and emotional wellbeing," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(1), pages 465-486, March.
    • Handle: RePEc:bla:jconsa:v:56:y:2022:i:1:p:465-486
    DOI: 10.1111/joca.12433
    as

    Download full text from publisher

    File URL: https://doi.org/10.1111/joca.12433
    Download Restriction: no
    File URL: https://libkey.io/10.1111/joca.12433?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Elizabeth A. Minton & Cindy X. Wang & Carissa M. Anthony, 2022. "Unleashing Heaven’s Power: How Faith Motivates Consumer Exercise Behavior during a Pandemic," Journal of the Association for Consumer Research, University of Chicago Press, vol. 7(1), pages 98-106.
    2. repec:cup:judgdm:v:5:y:2010:i:5:p:411-419 is not listed on IDEAS
    3. Sujit Raghunathrao Jagadale & Himadri Roy‐Chaudhuri & Djavlonbek Kadirov, 2021. "Quality‐of‐life as chronotopefication and futurization: Subsistence consumer experiences in India," Journal of Consumer Affairs, Wiley Blackwell, vol. 55(1), pages 59-86, March.
    4. Samer Sarofim & Frank G. Cabano, 2018. "In God we hope, in ads we believe: the influence of religion on hope, perceived ad credibility, and purchase behavior," Marketing Letters, Springer, vol. 29(3), pages 391-404, September.
    5. Samer Sarofim & Elizabeth Minton & Amabel Hunting & Darrell E. Bartholomew & Saman Zehra & William Montford & Frank Cabano & Pallab Paul, 2020. "Religion's influence on the financial well‐being of consumers: A conceptual framework and research agenda," Journal of Consumer Affairs, Wiley Blackwell, vol. 54(3), pages 1028-1061, September.
    6. Mansur Khamitov & Yany Grégoire & Anshu Suri, 2020. "A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 519-542, May.
    7. Gras, N. S. B., 1944. "Religion and Business," Business History Review, Cambridge University Press, vol. 18(02), pages 27-32, April.
    8. Ron Shachar & Tülin Erdem & Keisha M. Cutright & Gavan J. Fitzsimons, 2011. "Brands: The Opiate of the Nonreligious Masses?," Marketing Science, INFORMS, vol. 30(1), pages 92-110, 01-02.
    9. Haksin Chan & Lisa C. Wan & Leo Y. M. Sin, 2009. "The Contrasting Effects of Culture on Consumer Tolerance: Interpersonal Face and Impersonal Fate," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 36(2), pages 292-304.
    10. Sara Valentini & Chiara Orsingher & Alexandra Polyakova, 2020. "Customers’ emotions in service failure and recovery: a meta-analysis," Marketing Letters, Springer, vol. 31(2), pages 199-216, September.
    11. Ingo Balderjahn & Michael S.W. Lee & Barbara Seegebarth & Mathias Peyer, 2020. "A Sustainable Pathway to Consumer Wellbeing. The Role of Anticonsumption and Consumer Empowerment," Journal of Consumer Affairs, Wiley Blackwell, vol. 54(2), pages 456-488, June.
    12. Minton, Elizabeth A. & Johnson, Kathryn A. & Liu, Richie L., 2019. "Religiosity and special food consumption: The explanatory effects of moral priorities," Journal of Business Research, Elsevier, vol. 95(C), pages 442-454.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Muhammed Bilgehan Aytaç, 2024. "Fatalism and donation intention: who is more in control of their own life?," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 21(2), pages 295-311, June.
    2. Elizabeth A. Minton, 2022. "Pandemics and consumers' mental well‐being," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(1), pages 5-14, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Samer Sarofim & Elizabeth Minton & Amabel Hunting & Darrell E. Bartholomew & Saman Zehra & William Montford & Frank Cabano & Pallab Paul, 2020. "Religion's influence on the financial well‐being of consumers: A conceptual framework and research agenda," Journal of Consumer Affairs, Wiley Blackwell, vol. 54(3), pages 1028-1061, September.
    2. G. Tomas M. Hult & Forrest V. Morgeson III & Udit Sharma & Claes Fornell, 2022. "Customer satisfaction and international business: A multidisciplinary review and avenues for research," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 53(8), pages 1695-1733, October.
    3. Žitkienė Rima & Kriaučiūnaitė-Lazauskienė Gintarė, 2019. "The Interplay of Religious Symbols and Cultural Values Theory in Advertising," Management of Organizations: Systematic Research, Sciendo, vol. 81(1), pages 119-137, June.
    4. Didem Kurt & Ahmet C. Kurt, 2021. "Religion and informational influence: Evidence from individual tax behavior in the U.S," Journal of Consumer Affairs, Wiley Blackwell, vol. 55(3), pages 821-846, September.
    5. Elizabeth A. Minton & Cindy X. Wang & Carissa M. Anthony, 2022. "Prosocial responses to global crises: Key influences of religiosity and perceived control," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(2), pages 491-511, June.
    6. Barbara Duffek & Andreas B. Eisingerich & Omar Merlo, 2023. "Why so toxic? A framework for exploring customer toxicity," AMS Review, Springer;Academy of Marketing Science, vol. 13(1), pages 122-143, June.
    7. Ahmet Ekici & Forrest Watson, 2022. "A model of consumer life‐satisfaction amidst the COVID‐19 pandemic: Evidence and policy implications," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(1), pages 158-179, March.
    8. Wiese, Melanie & van der Westhuizen, Liezl-Marié, 2024. "Impact of planned power outages (load shedding) on consumers in developing countries: Evidence from South Africa," Energy Policy, Elsevier, vol. 187(C).
    9. Singh, Jaskaran & Singh, Gurbir & Kumar, Satinder & Mathur, Ajeet N., 2021. "Religious influences in unrestrained consumer behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
    10. Béal, Mathieu & Suri, Anshu & Nguyen, Nguyen & Grégoire, Yany & Sénécal, Sylvain, 2022. "Is service recovery of equal importance for private vs public complainers?," Journal of Business Research, Elsevier, vol. 153(C), pages 392-400.
    11. Martinez, Luisa M. & Pacheco, Natália & Ramos, Filipe R. & Bicho, Marta, 2023. "Would you try it again? Dual effects of customer mindfulness on service recovery," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    12. Harun, Ahasan & Rokonuzzaman, Md, 2021. "Pursuit of loyalty in service recovery: The roles of brand equity and cognitive reappraisal as moderators," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    13. Elizabeth A. Minton & Frank G. Cabano, 2021. "Religiosity’s influence on stability-seeking consumption during times of great uncertainty: the case of the coronavirus pandemic," Marketing Letters, Springer, vol. 32(2), pages 135-148, June.
    14. Jamel Khenfer, 2023. "Promising Happiness in Advertising in Light of International Standardization: Religiosity and Religious Priming Overshadow Cross-Cultural Factors," Post-Print hal-03950332, HAL.
    15. Daniela Andreini & Diego Rinallo & Giuseppe Pedeliento & Mara Bergamaschi, 2017. "Brands and Religion in the Secularized Marketplace and Workplace: Insights from the Case of an Italian Hospital Renamed After a Roman Catholic Pope," Journal of Business Ethics, Springer, vol. 141(3), pages 529-550, March.
    16. Choi, Sungwoo & Wan, Lisa C. & Mattila, Anna S., 2024. "Unintended indulgence in robotic service encounters," Annals of Tourism Research, Elsevier, vol. 106(C).
    17. Feng Zhang & Haina Zhang & Geoffrey G. Bell, 2021. "Corporate religiosity and individual decision on conducting entrepreneurial activity: The contingent effects of institutional environments in China," Asia Pacific Journal of Management, Springer, vol. 38(3), pages 955-978, September.
    18. Steven S. Chan & Michelle Van Solt & Ryan E. Cruz & Matthew Philp & Shalini Bahl & Nuket Serin & Nelson Borges Amaral & Robert Schindler & Abbey Bartosiak & Smriti Kumar & Murad Canbulut, 2022. "Social media and mindfulness: From the fear of missing out (FOMO) to the joy of missing out (JOMO)," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(3), pages 1312-1331, September.
    19. Madhubalan Viswanathan & Ronika Chakrabarti & Paul Ingenbleek & Srinivas Venugopal, 2021. "Introduction to the special section on subsistence marketplaces," Journal of Consumer Affairs, Wiley Blackwell, vol. 55(1), pages 3-7, March.
    20. Mandler, Timo & Sezen, Burcu & Chen, Jieke & Özsomer, Ayşegül, 2021. "Performance consequences of marketing standardization/adaptation: A systematic literature review and future research agenda," Journal of Business Research, Elsevier, vol. 125(C), pages 416-435.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:bla:jconsa:v:56:y:2022:i:1:p:465-486. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Wiley Content Delivery (email available below). General contact details of provider: http://www.blackwellpublishing.com/journal.asp?ref=0022-0078 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.