Ali, F., El-Manstrly, D. orcid.org/0000-0002-4943-1907 and Abbasi, G.A. (2023) Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives. Journal of Business Research, 166. 114138. ISSN 0148-2963
Abstract
This empirical study uses signaling theory to develop a model to investigate the interrelationships between complaint handling, perceived Justice, customer forgiveness, and brand credibility. Data from airlines (Nsample1 = 262) and hotels (N sample2 = 248) were collected. Partial Least Squares based structural equation modeling (PLS-SEM) and fuzzy set Qualitative Comparative Analysis (fsQCA) were used to test the research model. Findings (PLS-SEM) indicate that perceived justice significantly impacts customer forgiveness and brand credibility for airline and hotel customers in both the magnitudes of service failure. Findings (fsQCA) revealed multiple causal configurations for both samples. This study is exceptional as it provides symmetrical and asymmetrical associations to understand better how brand credibility develops following pandemic-related service failures and recovery across hotel and airline services.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2023 Elsevier Inc. |
Keywords: | Complaint handling; Service recovery; Service failure; Brand transgressions; Perceived Justice; fsQCA |
Dates: |
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Institution: | The University of Sheffield |
Academic Units: | The University of Sheffield > Faculty of Social Sciences (Sheffield) > Management School (Sheffield) |
Depositing User: | Symplectic Sheffield |
Date Deposited: | 15 Aug 2024 10:12 |
Last Modified: | 15 Aug 2024 10:12 |
Status: | Published |
Publisher: | Elsevier BV |
Refereed: | Yes |
Identification Number: | 10.1016/j.jbusres.2023.114138 |
Related URLs: | |
Sustainable Development Goals: | |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:216155 |