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When do customers offer firms a “second chance” following a double deviation? The impact of inferred firm motives on customer revenge and reconciliation

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Cited by:

  1. Obeidat, Zaid Mohammad & Xiao, Sarah Hong & Qasem, Zainah al & dweeri, Rami al & Obeidat, Ahmad, 2018. "Social media revenge: A typology of online consumer revenge," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 239-255.
  2. Haase, Janina & Wiedmann, Klaus-Peter & Labenz, Franziska, 2022. "Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands," Journal of Business Research, Elsevier, vol. 152(C), pages 1-16.
  3. Tao Zhang & Chao Feng & Hui Chen & Junjie Xian, 2022. "Calming the customers by AI: Investigating the role of chatbot acting-cute strategies in soothing negative customer emotions," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(4), pages 2277-2292, December.
  4. Stijn Decoster & Jeroen Stouten & Thomas M. Tripp, 2021. "When Employees Retaliate Against Self-Serving Leaders: The Influence of the Ethical Climate," Journal of Business Ethics, Springer, vol. 168(1), pages 195-213, January.
  5. Weitzl, Wolfgang J. & Einwiller, Sabine A., 2020. "Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions," Journal of Business Research, Elsevier, vol. 117(C), pages 740-753.
  6. Yang, Chaofan & Sun, Yongqiang & Shen, Xiao-Liang, 2022. "Beyond anger: A neutralization perspective of customer revenge," Journal of Business Research, Elsevier, vol. 146(C), pages 363-374.
  7. Alhouti, Sarah & Wright, Scott A. & Baker, Thomas L., 2021. "Customers need to relate: The conditional warm glow effect of CSR on negative customer experiences," Journal of Business Research, Elsevier, vol. 124(C), pages 240-253.
  8. Grégoire, Yany & Salle, Audrey & Tripp, Thomas M., 2015. "Managing social media crises with your customers: The good, the bad, and the ugly," Business Horizons, Elsevier, vol. 58(2), pages 173-182.
  9. Jesús Cambra-Fierro & Iguácel Melero-Polo & Javier Sese, 2015. "Does the nature of the relationship really matter? An analysis of the roles of loyalty and involvement in service recovery processes," Service Business, Springer;Pan-Pacific Business Association, vol. 9(2), pages 297-320, June.
  10. Cambra-Fierro, Jesus & Melero, Iguacel & Sese, F. Javier, 2015. "Managing Complaints to Improve Customer Profitability," Journal of Retailing, Elsevier, vol. 91(1), pages 109-124.
  11. Ramona Demasi & Christian Voegtlin, 2023. "When the Private and the Public Self Don’t Align: The Role of Discrepant Moral Identity Dimensions in Processing Inconsistent CSR Information," Journal of Business Ethics, Springer, vol. 187(1), pages 73-96, September.
  12. Yves Van Vaerenbergh & Simon Hazée & Annelies Costers, 2018. "Customer participation in service recovery: a meta-analysis," Marketing Letters, Springer, vol. 29(4), pages 465-483, December.
  13. Harrison-Walker, L. Jean, 2019. "The critical role of customer forgiveness in successful service recovery," Journal of Business Research, Elsevier, vol. 95(C), pages 376-391.
  14. Vannucci, Virginia & Dasmi, Costanza & Nechaeva, Olga & Pizzi, Gabriele & Aiello, Gaetano, 2023. "WHY do YOU care about me? The impact of retailers’ customer care activities on customer orientation perceptions and store patronage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  15. 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.
  16. ten Brinke, Leanne & Adams, Gabrielle S., 2015. "Saving face? When emotion displays during public apologies mitigate damage to organizational performance," Organizational Behavior and Human Decision Processes, Elsevier, vol. 130(C), pages 1-12.
  17. Malhotra, Neeru & Sahadev, Sunil & Purani, Keyoor, 2017. "Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms," Journal of Business Research, Elsevier, vol. 75(C), pages 17-28.
  18. Paolo Antonetti & Stan Maklan, 2016. "An Extended Model of Moral Outrage at Corporate Social Irresponsibility," Journal of Business Ethics, Springer, vol. 135(3), pages 429-444, May.
  19. Sourav Bikash Borah & Srinivas Prakhya & Amalesh Sharma, 2020. "Leveraging service recovery strategies to reduce customer churn in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 48(5), pages 848-868, September.
  20. Verena Hüttl-Maack & Doreén Pick & Heribert Gierl, 2019. "Handle with care! How majority cues can reduce the negative effects of warnings of foreseeable product failures," Review of Managerial Science, Springer, vol. 13(4), pages 689-723, August.
  21. Gong, Taeshik & Wang, Chen-Ya, 2022. "The effects of a psychological contract breach on customer-directed deviance," Journal of Business Research, Elsevier, vol. 138(C), pages 374-386.
  22. Paolo Antonetti & Ilaria Baghi, 2023. "Projecting lower competence to boost apology effectiveness: Underlying mechanism and boundary conditions," Journal of the Academy of Marketing Science, Springer, vol. 51(3), pages 695-715, May.
  23. Madan Lal & Heena Kashyap, 2024. "Consumer Complaint Satisfaction and Customer Retention: A Study of Complaint Satisfaction in Electronic Industry," Jindal Journal of Business Research, , vol. 13(1), pages 82-99, June.
  24. Balaji, M.S. & Jha, Subhash & Sengupta, Aditi Sarkar & Krishnan, Balaji C., 2018. "Are cynical customers satisfied differently? Role of negative inferred motive and customer participation in service recovery," Journal of Business Research, Elsevier, vol. 86(C), pages 109-118.
  25. Béal, Mathieu & Sabadie, William, 2018. "The impact of customer inclusion in firm governance on customers' commitment and voice behaviors," Journal of Business Research, Elsevier, vol. 92(C), pages 1-8.
  26. Yany Grégoire & Renaud Legoux & Thomas M. Tripp & Marie-Louise Radanielina-Hita & Jeffrey Joireman & Jeffrey D. Rotman, 2019. "What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas," Journal of Business Ethics, Springer, vol. 160(1), pages 167-188, November.
  27. Bryan H. Chen & Mei-Hua Chen & Pei-Ni Tai, 2018. "Socially Irresponsible Corporations and Choices of Consumers: Altruism, Retaliation, or Demand for Reparation?," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(2), pages 47-59, June.
  28. Surachartkumtonkun, Jiraporn (Nui) & Grace, Debra & Ross, Mitchell, 2021. "Unfair customer reviews: Third-party perceptions and managerial responses," Journal of Business Research, Elsevier, vol. 132(C), pages 631-640.
  29. Liu, Juan & Xu, Xing'an, 2023. "Humor type and service context shape AI service recovery," Annals of Tourism Research, Elsevier, vol. 103(C).
  30. Chebat Elise & Roth Yefim & Chebat Jean Charles, 2020. "How Culture Moderates the Effects of Justice in Service Recovery," Review of Marketing Science, De Gruyter, vol. 18(1), pages 21-41, September.
  31. Shirazi, Farid & Wu, Yun & Hajli, Ali & Zadeh, Arash H. & Hajli, Nick & Lin, Xiaolin, 2021. "Value co-creation in online healthcare communities," Technological Forecasting and Social Change, Elsevier, vol. 167(C).
  32. Park, Junsung & Yoo, Joon Woo & Cho, Youngju & Park, Heejun, 2023. "Examining the impact of service robot communication styles on customer intimacy following service failure," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
  33. Didem Gamze Isiksal & Elif Karaosmanoglu, 0. "Can self-referencing exacerbate punishing behavior toward corporate brand transgressors?," Journal of Brand Management, Palgrave Macmillan, vol. 0, pages 1-16.
  34. Mateus Nagel & Cristiane Pizzutti dos Santos, 2017. "The Relationship Between Satisfaction with Complaint Handling and Repurchase Intentions: Detecting Moderating Influences in E-Tail," Brazilian Business Review, Fucape Business School, vol. 14(5), pages 510-527, September.
  35. Wen‐Cheng Lin & Tzu‐En Lu & Mu‐Yi Peng, 2021. "Service failure recovery on customer recovery satisfaction for airline industry: The moderator of brand authenticity and perceived authenticity," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 42(5), pages 1079-1088, July.
  36. repec:hal:journl:hal-04666015 is not listed on IDEAS
  37. Story, Vicky & Zolkiewski, Judy & Verleye, Katrien & Nazifi, Amin & Hannibal, Claire & Grimes, Anthony & Abboud, Liliane, 2020. "Stepping out of the shadows: Supporting actors’ strategies for managing end-user experiences in service ecosystems," Journal of Business Research, Elsevier, vol. 116(C), pages 401-411.
  38. Didem Gamze Isiksal & Elif Karaosmanoglu, 2020. "Can self-referencing exacerbate punishing behavior toward corporate brand transgressors?," Journal of Brand Management, Palgrave Macmillan, vol. 27(6), pages 629-644, November.
  39. Lages, Cristiana R. & Perez-Vega, Rodrigo & Kadić-Maglajlić, Selma & Borghei-Razavi, Niloofar, 2023. "A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework," Journal of Business Research, Elsevier, vol. 161(C).
  40. Voorhees, Clay M. & Fombelle, Paul W. & Gregoire, Yany & Bone, Sterling & Gustafsson, Anders & Sousa, Rui & Walkowiak, Travis, 2017. "Service encounters, experiences and the customer journey: Defining the field and a call to expand our lens," Journal of Business Research, Elsevier, vol. 79(C), pages 269-280.
  41. Agnihotri, Arpita & Bhattacharya, Saurabh & Vrontis, Demetris, 2024. "Can salespersons help firms overcome brand image crisis? Role of facial appearance," Journal of Business Research, Elsevier, vol. 176(C).
  42. 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.
  43. Taehyee Um & Taekyung Kim & Namho Chung, 2020. "How does an Intelligence Chatbot Affect Customers Compared with Self-Service Technology for Sustainable Services?," Sustainability, MDPI, vol. 12(12), pages 1-21, June.
  44. Casidy, Riza & Shin, Hyunju, 2015. "The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 27(C), pages 103-112.
  45. Mardumyan, Anna & Siret, Iris, 2023. "When review verification does more harm than good: How certified reviews determine customer–brand relationship quality," Journal of Business Research, Elsevier, vol. 160(C).
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