FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W3040982321> ?p ?o ?g. }

• W3040982321 endingPage "334" @default.
• W3040982321 startingPage "321" @default.
• W3040982321 abstract "Following service failure, there are two main forms of recovery—economic recovery and emotional recovery. Nonetheless, prior research has not examined the differential effects of these two forms of service recovery on consumer forgiveness nor their underlying mechanisms. The authors propose that the efficacy of each recovery strategy is mediated by consumer empathy toward the firm, which is neglected in service research. The main effect is moderated by consumers’ power state, particularly their perceived power against firms. Results of four studies in two countries (i.e., a field experiment, a lab experiment, and two online experiments) show that emotional recovery, compared to economic recovery, is more effective at eliciting both consumer empathy and forgiveness toward the firm. In addition, high-power consumers exhibit forgiveness through the serial mediation effects of perceived fairness and empathy, while low-power consumers show forgiveness through empathy alone. These findings have significant theoretical and practical implications." @default.
• W3040982321 created "2020-07-16" @default.
• W3040982321 creator A5046064579 @default.
• W3040982321 creator A5049412757 @default.
• W3040982321 creator A5049834357 @default.
• W3040982321 date "2020-09-01" @default.
• W3040982321 modified "2023-10-18" @default.
• W3040982321 title "The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery" @default.
• W3040982321 cites W1113986815 @default.
• W3040982321 cites W1668078885 @default.
• W3040982321 cites W1934449103 @default.
• W3040982321 cites W1937825516 @default.
• W3040982321 cites W1941447093 @default.
• W3040982321 cites W1970492996 @default.
• W3040982321 cites W1985884414 @default.
• W3040982321 cites W1999514648 @default.
• W3040982321 cites W2001391488 @default.
• W3040982321 cites W2003255980 @default.
• W3040982321 cites W2011462441 @default.
• W3040982321 cites W2022006329 @default.
• W3040982321 cites W2023637028 @default.
• W3040982321 cites W2034951011 @default.
• W3040982321 cites W2036546876 @default.
• W3040982321 cites W2042605568 @default.
• W3040982321 cites W2043196486 @default.
• W3040982321 cites W2052808412 @default.
• W3040982321 cites W2067859459 @default.
• W3040982321 cites W2078219616 @default.
• W3040982321 cites W2085596420 @default.
• W3040982321 cites W2087344942 @default.
• W3040982321 cites W2098492120 @default.
• W3040982321 cites W2111429984 @default.
• W3040982321 cites W2121689139 @default.
• W3040982321 cites W2129076548 @default.
• W3040982321 cites W2129866617 @default.
• W3040982321 cites W2131268076 @default.
• W3040982321 cites W2132351260 @default.
• W3040982321 cites W2133069393 @default.
• W3040982321 cites W2134031808 @default.
• W3040982321 cites W2135250378 @default.
• W3040982321 cites W2146903730 @default.
• W3040982321 cites W2153088094 @default.
• W3040982321 cites W2153270679 @default.
• W3040982321 cites W2159548560 @default.
• W3040982321 cites W2169480135 @default.
• W3040982321 cites W2171232954 @default.
• W3040982321 cites W2190169554 @default.
• W3040982321 cites W2329752913 @default.
• W3040982321 cites W2354410848 @default.
• W3040982321 cites W2471511118 @default.
• W3040982321 cites W2497046050 @default.
• W3040982321 cites W2516059544 @default.
• W3040982321 cites W2557229135 @default.
• W3040982321 cites W2571661632 @default.
• W3040982321 cites W2603372140 @default.
• W3040982321 cites W2603703217 @default.
• W3040982321 cites W2617233466 @default.
• W3040982321 cites W2619742290 @default.
• W3040982321 cites W2735610849 @default.
• W3040982321 cites W2788280559 @default.
• W3040982321 cites W2792281747 @default.
• W3040982321 cites W2806488221 @default.
• W3040982321 cites W2892469564 @default.
• W3040982321 cites W2896298032 @default.
• W3040982321 cites W2908893473 @default.
• W3040982321 cites W2910664135 @default.
• W3040982321 cites W3027048804 @default.
• W3040982321 cites W3040161387 @default.
• W3040982321 cites W3123752199 @default.
• W3040982321 cites W3124168741 @default.
• W3040982321 cites W3124648860 @default.
• W3040982321 cites W4231536446 @default.
• W3040982321 cites W4238576754 @default.
• W3040982321 cites W60345033 @default.
• W3040982321 cites W644916851 @default.
• W3040982321 doi "https://doi.org/10.1016/j.jbusres.2020.06.061" @default.
• W3040982321 hasPublicationYear "2020" @default.
• W3040982321 type Work @default.
• W3040982321 sameAs 3040982321 @default.
• W3040982321 citedByCount "65" @default.
• W3040982321 countsByYear W30409823212020 @default.
• W3040982321 countsByYear W30409823212021 @default.
• W3040982321 countsByYear W30409823212022 @default.
• W3040982321 countsByYear W30409823212023 @default.
• W3040982321 crossrefType "journal-article" @default.
• W3040982321 hasAuthorship W3040982321A5046064579 @default.
• W3040982321 hasAuthorship W3040982321A5049412757 @default.
• W3040982321 hasAuthorship W3040982321A5049834357 @default.
• W3040982321 hasConcept C121332964 @default.
• W3040982321 hasConcept C140781008 @default.
• W3040982321 hasConcept C144133560 @default.
• W3040982321 hasConcept C15744967 @default.
• W3040982321 hasConcept C162853370 @default.
• W3040982321 hasConcept C163258240 @default.
• W3040982321 hasConcept C17744445 @default.
• W3040982321 hasConcept C179420905 @default.
• W3040982321 hasConcept C199539241 @default.
• W3040982321 hasConcept C2775902765 @default.

• next