The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery

Wolter, Jeremy S.; Bacile, Todd J.; Smith, Jeffery S.; Giebelhausen, Michael

doi:10.1016/j.jbusres.2019.07.008

Cited by 30 publications

(26 citation statements)

References 85 publications

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“…Forgiveness is defined as "consumers' willingness to give up retaliation, alienation, and other destructive behaviors, and to respond in constructive ways after an organizational violation of trust and the related recovery efforts" (Xie & Peng, 2009). Forgiveness is a construct originally developed from interpersonal relations studies (McCullough, 2000), and has recently been applied in consumer research to understand service recovery (Casidy & Shin, 2015;Harrison-Walker, 2019;Wolter et al, 2019). Previous studies identify several factors that may lead to forgiveness, such as empathy (McCullough, 2000), offense severity (Zechmeister et al, 2004), responsibility attributions (Fincham, Paleari, & Regalia, 2002), relationship commitment (Karremans et al, 2003), relationship quality (Wolter et al, 2019), giving customer voice and offering compensation (Harrison-Walker, 2019).…”

Section: Super-recovery Effort Forgiveness and Repurchase Intentionmentioning

confidence: 99%

“…Forgiveness is a construct originally developed from interpersonal relations studies (McCullough, 2000), and has recently been applied in consumer research to understand service recovery (Casidy & Shin, 2015;Harrison-Walker, 2019;Wolter et al, 2019). Previous studies identify several factors that may lead to forgiveness, such as empathy (McCullough, 2000), offense severity (Zechmeister et al, 2004), responsibility attributions (Fincham, Paleari, & Regalia, 2002), relationship commitment (Karremans et al, 2003), relationship quality (Wolter et al, 2019), giving customer voice and offering compensation (Harrison-Walker, 2019). Furthermore, gender is also found to affect forgiveness; specifically, females are more forgiving than males (Miller, Worthington, & McDaniel, 2008).…”

Section: Super-recovery Effort Forgiveness and Repurchase Intentionmentioning

confidence: 99%

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Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement

Yuan

Lin

Filieri

et al. 2020

Journal of Business Research

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This research examines the influence of consumer online brand community engagement (OBCE) at a time of product-harm crisis on consumers' cognitive responses and behavioral reactions toward the affected brand's super-recovery effort. Data were collected from members of Samsung's online brand community in China during the brand's Galaxy Note 7 battery crisis. The results show that OBCE has a direct as well as indirect effect on repurchase intention through the mediation of consumer forgiveness. In contrast, brand superrecovery effort has a weak direct effect on repurchase intention, and its effect is mainly indirect through consumer forgiveness. The findings suggest that higher levels of consumer brand engagement and forgiveness can offset the negative consequences of brand scandals, highlighting the importance of fostering customer engagement in the brand's online communities. The findings have important implications for both theory and practice.

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Section: Super-recovery Effort Forgiveness and Repurchase Intentionmentioning

confidence: 99%

Section: Super-recovery Effort Forgiveness and Repurchase Intentionmentioning

confidence: 99%

Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement

Yuan

Lin

Filieri

et al. 2020

Journal of Business Research

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“…Abandonment during the current trip has a strong, positive relationship with store switching in the long run. Customer entitlement, which has previously been shown to affect how customers respond to service failures (Albrecht et al, 2017;Wolter et al, 2019), had significant, positive relationships with the territorial responses that are arguably the most destructive to the firm's performance: retaliatory verbalizations, retaliatory actions, abandonment and switching. Entitlement also interacted with intrusion pressure to affect shopping trip abandonment.…”

Section: Study 2 Discussionmentioning

confidence: 93%

“…Research has found that customer expectations are impacted by the degree to which customers feel that they are special and entitled to special treatment (Albrecht et al, 2017;Boyd and Helms, 2005;Wolter et al, 2019). Wolter and his colleagues (2019) demonstrate that entitlement can have different effects on consumer behavior, depending on the context or other factors involved.…”

Section: Entitlement and Intrusion Pressurementioning

confidence: 99%

Consumer territorial responses in service settings

Ashley

Gilbert

Leonard

2020

JSM

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Purpose Customers can be territorial, which results in reactive behaviors that can hurt firm profitability. This study aims to expand the typology of customer territorial responses previously identified in the environmental psychology and marketing literature. Design/methodology/approach The authors use a mixture of quantitative and qualitative approaches. The exploratory studies elicit and test a typology of consumer territorial responses using critical incident technique and factor analysis. Two surveys use the typology. Study 1 examines intrusiveness in grocery store settings. Study 2 expands the model with specialty store shoppers to examine how rapport, employee greed, entitlement and time pressure interact with intrusion pressure and relate to customer territorial responses. Findings The results indicate a new category of territorial responses – deferential verbalizations – and show relationships between intrusion pressure and deferential actions, retaliatory verbalizations, retaliatory actions and abandonment. The relationships are affected by the moderators, including rapport, which interacts with intrusion pressure to increase the likelihood of switching. Research limitations/implications Collecting data near closing time restricted observations and consumer time to participate using self-report data. The results should be replicated with other populations and service providers. Practical implications Managers should monitor customer treatment during closing time. The results indicate consumer responses to closing time cues not only impact their shopping trip but also affect whether they will patronize the store in the future. Originality/value The study provides an expanded typology of territorial responses, identifies moderating factors that may affect responses and links employee intrusiveness and territorial responses to store patronage.

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“…The purpose of recovery is to rectify the mistakes, retain the unhappy consumers and re-establish consumer satisfaction and loyalty. Therefore, effective recovery is critical and beneficial (Wolter et al, 2019). Extensive research has explored the effect of characteristics of failure (e.g.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Gaining satisfaction: the role of brand equity orientation and failure type in service recovery

Xin

Hou

2020

EJM

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Purpose This study aims to examine the role played by brand equity orientation and failure type in service recovery. Specifically, through the lens of forgiveness, the way brand equity orientation and failure type influence consumer response to recovery is revealed. Design/methodology/approach This research tests a novel model using data collected from 1,589 consumers in two scenario-based experimental studies. The statistical product and service solutions (SPSS) program with the PROCESS tool was used to test the mediation and moderated mediation effects. Findings The research findings suggest that forgiveness plays a mediation role in the relationship between recovery and satisfaction. Brand equity orientation moderates the mediation effect of forgiveness on the relationship between recovery and recovery satisfaction. In addition, failure type also plays an important role and there is a significant three-way interaction effect (service recovery × brand equity orientation × failure type) on recovery satisfaction under certain circumstances. Research limitations/implications Building on the extant literature which focuses on the cognitive process when investigating recovery and consumer reaction, this research advocates the significant role played by the psychological process, namely, the feeling of forgiveness, in explaining the effect of distinct recovery strategies on consumer satisfaction. This research also unveils the effects of brand equity orientation and failure type on recovery outcomes. Practical implications When addressing performance failure, brand equity orientation and failure type need to be identified. Businesses could develop recovery strategies to arouse consumer forgiveness, which would lead to increased recovery satisfaction. When designing recovery strategies, managers need to be mindful of the effects of brand equity orientation and failure type. Originality/value This research is one of the few which reveals the mediating role played by forgiveness on the effect of recovery. Taking brand equity orientation and failure type into consideration, the findings of this research provide new insights into the recovery literature.

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The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery

Cited by 30 publications

References 85 publications

Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement

Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement

Consumer territorial responses in service settings

Gaining satisfaction: the role of brand equity orientation and failure type in service recovery

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