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

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

Religion, spirituality, and well‐being: A systematic literature review and futuristic agenda

“…Overall, several studies indicate that religiosity influences wellbeing (e.g., Minton et al, 2018;Moschis & Ong, 2011;Sandıkcı et al, 2016;Sarofim et al, 2021) in terms of tackling several dimensions of well-being, such as "self-identity, self-esteem and meaning and satisfaction in life" (Chowdhury, 2018, p. 156). Based on the reviewed literature in terms of how religiosity enhances well-being, Proposition 2 and 2a were developed.…”

“…Overall, several studies indicate that religiosity influences well‐being (e.g., Minton et al, 2018; Moschis & Ong, 2011; Sandıkcı et al, 2016; Sarofim et al, 2021) in terms of tackling several dimensions of well‐being, such as “self‐identity, self‐esteem and meaning and satisfaction in life” (Chowdhury, 2018, p. 156). Based on the reviewed literature in terms of how religiosity enhances well‐being, Proposition 2 and 2a were developed.Proposition Individual's religiosity is important for workers' psychological well‐being.Proposition Individual's religious coping styles, belief in God, ethical practices, authenticity, justice, and apologies from others—as components of religiosity—are important for workers' psychological well‐being.…”

“…Studies on people's well‐being and happiness have been steadily on the increase in recent years (e.g., Ribeiro et al, 2021; Robina‐Ramírez et al, 2021; Rosifah et al, 2019; Sandıkcı et al, 2016), but little is known about the mechanism underlying the role of spirituality and religiosity (Han et al, 2019; Milliman et al, 2017). Theorizing on views of well‐being has so far concentrated on a narrow conception linked with, for example, social well‐being (e.g., Pawar, 2016), financial well‐being (e.g., Shim et al, 2009), emotional well‐being (Sarofim et al, 2021), physical well‐being (Suleman et al, 2021) or mental well‐being (e.g., Jnaneswar & Sulphey, 2021), while ignoring spiritual well‐being or religious implications for well‐being. In addition, although previous studies have considered how “spirituality at work […] decreases employee stress, burnout, and workaholism” (e.g., Fry, 2003; Garcia‐Zamor, 2003; Karakas, 2010, p. 93), far less attention has been accorded to the psychological outcomes of spirituality and to our knowledge, no consolidated literature review on this topic has been conducted in recent years.…”

Pandemics and consumers' mental well‐being

“…Other papers focused more on consumers' psychological responses to the pandemic including risk perceptions and consumer purchase behavior (Li & Qian, 2022 ) and goal orientation effects on well‐being (Sonmez, 2022 ). Articles in this special issue also examined morality based consumer responses including religion versus escape behaviors on life satisfaction (Ekici & Watson, 2022 ), religiosity's influence on service failure response and emotional well‐being (Sarofim et al, 2022 ), and mortality salience and altruism (Jin & Ryu, 2022 ). Other papers examined consumers' financial positions with regards to the pandemic including financial preparedness and pandemic prevention behaviors (Warmath et al, 2022 ) as well as financial changes for parents before versus during the pandemic (Garrison et al, 2022 ).…”

Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure

“…Most existing studies focus on avoidance and support-seeking, while customer forgiveness received less attention. Recently Sarofim et al (2022) investigated how religiosity affects customer forgiveness and found that religiosity corresponded with higher levels of belief-in-fate, leading to lower customer dissatisfaction and higher customer forgiveness. Customer forgiveness is a deliberate and controllable process during which customers reduce their anger and forswear the intention to revenge.…”