Vis enkel innførsel

dc.contributor.authorKaur, Puneet
dc.contributor.authorTalwar, Shalini
dc.contributor.authorIslam, Nazrul
dc.contributor.authorSalo, Jari
dc.contributor.authorDhir, Amandeep
dc.date.accessioned2022-08-16T11:53:20Z
dc.date.available2022-08-16T11:53:20Z
dc.date.created2022-04-29T12:12:04Z
dc.date.issued2022
dc.identifier.citationKaur, P., Talwar, S., Islam, N., Salo, J. & Dhir, A. (2022). The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps. Journal of Business Research, 147, 142-157.en_US
dc.identifier.issn0148-2963
dc.identifier.urihttps://hdl.handle.net/11250/3012103
dc.description.abstractThe literature offers valuable insights into various aspects of service recovery and service outcomes. However, the available findings are limited relative to the size of the ever-expanding service economy. In particular, past studies have left more granular nuances of the association between service recovery strategies and service outcomes, such as the mediating role of forgiveness or the valence of forgiveness, under-explored. Recognising that an improved understanding of recovery from failures is crucial for sustaining positive customer–brand relationships in the service economy, the present study investigates the mediating effect of the valence of forgiveness (both exoneration and resentment) on the association between various service recovery strategies (apology, compensation and voice) and service outcomes (brand trust and negative word of mouth [NWOM]) in the context of food delivery apps (FDAs). We tested the proposed model by analysing data from 294 FDA users who had experienced FDA service failures and recovery efforts in the recent past. The findings suggest that recovery strategies are associated with exoneration, resentment and brand trust but not with NWOM. While exoneration mediates the association of these strategies with both brand trust and NWOM, resentment mediates only the association of these strategies with NWOM. Finally, the severity of previously experienced service failures and the speed of the service provider’s response moderates the association of the valence of forgiveness with brand trust and NWOM. By uncovering the key role of the valence of forgiveness in service recovery, our study offers significant theoretical and practical implications for stakeholders.en_US
dc.language.isoengen_US
dc.publisherElsevieren_US
dc.rightsNavngivelse 4.0 Internasjonal*
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/deed.no*
dc.titleThe effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery appsen_US
dc.title.alternativeThe effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery appsen_US
dc.typePeer revieweden_US
dc.typeJournal articleen_US
dc.description.versionpublishedVersionen_US
dc.rights.holder© 2022 The Author(s)en_US
dc.subject.nsiVDP::Samfunnsvitenskap: 200::Økonomi: 210en_US
dc.source.pagenumber142-157en_US
dc.source.volume147en_US
dc.source.journalJournal of Business Researchen_US
dc.identifier.doihttps://doi.org/10.1016/j.jbusres.2022.04.020
dc.identifier.cristin2020079
cristin.qualitycode2


Tilhørende fil(er)

Thumbnail

Denne innførselen finnes i følgende samling(er)

Vis enkel innførsel

Navngivelse 4.0 Internasjonal
Med mindre annet er angitt, så er denne innførselen lisensiert som Navngivelse 4.0 Internasjonal