TY  -  
T1  - The effect of the valence of forgiveness to service recovery strategies and service outcomes in food delivery apps 
SN  -  /  
UR  - http://hdl.handle.net/10138/345494 
T3  -  
A1  - Kaur, Puneet; Talwar, Shalini; Islam, Nazrul; Salo, Jari; Dhir, Amandeep 
A2  -  
PB  -  
Y1  - 2022 
LA  - eng 
AB  - 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 failure... 
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IS  -  
SP  -  
OP  -  
KW  - Brand trust; Forgivenesss; Negative word of mouth (NWOM); Service recovery; Theory of stress and coping; Food delivery apps (FDAs); WORD-OF-MOUTH; CUSTOMER SATISFACTION; FAILURE; MODEL; TRUST; EXPLORATION; INTENTION; LOYALTY; CONTEXT; ROLES; 512 Business and Management 
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PP  -  
ER  -