The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps

Show simple item record Kaur, Puneet Talwar, Shalini Islam, Nazrul Salo, Jari Dhir, Amandeep 2022-06-23T12:54:08Z 2022-06-23T12:54:08Z 2022-08
dc.identifier.citation Kaur , 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 , vol. 147 , pp. 142-157 .
dc.identifier.other PURE: 213844306
dc.identifier.other PURE UUID: f66bba91-8725-4154-95f5-185380f7e9da
dc.identifier.other WOS: 000799959400012
dc.identifier.other ORCID: /0000-0002-4661-2307/work/114941610
dc.identifier.other ORCID: /0000-0002-6006-6058/work/114941614
dc.description.abstract The 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 re-lationships 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
dc.format.extent 16
dc.language.iso eng
dc.relation.ispartof Journal of Business Research
dc.rights cc_by
dc.rights.uri info:eu-repo/semantics/openAccess
dc.subject Brand trust
dc.subject Forgivenesss
dc.subject Negative word of mouth (NWOM)
dc.subject Service recovery
dc.subject Theory of stress and coping
dc.subject Food delivery apps (FDAs)
dc.subject WORD-OF-MOUTH
dc.subject FAILURE
dc.subject MODEL
dc.subject TRUST
dc.subject EXPLORATION
dc.subject INTENTION
dc.subject LOYALTY
dc.subject CONTEXT
dc.subject ROLES
dc.subject 512 Business and Management
dc.title The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps en
dc.type Article
dc.contributor.organization Department of Computer Science
dc.contributor.organization Department of Economics and Management
dc.contributor.organization Marketing
dc.contributor.organization Department of Education
dc.description.reviewstatus Peer reviewed
dc.relation.issn 0148-2963
dc.rights.accesslevel openAccess
dc.type.version publishedVersion

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