Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives

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

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Item Type: Article
Authors/Creators:
Copyright, Publisher and Additional Information:

© 2023 Elsevier Inc.

Keywords: Complaint handling; Service recovery; Service failure; Brand transgressions; Perceived Justice; fsQCA
Dates:
  • Published: November 2023
  • Published (online): 6 July 2023
  • Accepted: 27 June 2023
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:
  • Sustainable Development Goals: Goal 16: Peace, Justice, and Strong Insitutions
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