Managing the product-harm crisis in the digital era : the role of consumer online brand community engagement.

Crisis communication: The mediating role of cognitive and affective empathy in the relationship between crisis type and crisis response strategy on post-crisis reputation and forgiveness

While service failure is inevitable in the banking sector, the manner in which service recovery efforts are expedited poses vital implications for organizations vested in profitable relationships with their clients. In this vein, this study investigates the significance of post-transgression forgiveness in defining the resultant satisfaction levels of customers. A structured questionnaire was self-administered among 371 premium banking customers. The findings point to the salience of selected service recovery efforts towards the forgiveness inclinations and ultimate satisfaction levels of banking customers. In particular, both bank reciprocity norms (ß=0.459; p˂0.000) and extra-role behavior (ß=0.348; p˂0.003) positively influence posttransgression forgiveness by customers. On the other hand, extra-role behavior (ß=0.407; p˂0.007) and forgiveness (ß=0.373; p˂0.008) positively influence bank service satisfaction. Nevertheless, bank reciprocity was found to have a positive influence on extra-role behavior (ß=0.548; p˂0.000) in this study. The findings suggest the need for the development of a prescribed set of guidelines and bank procedures to support personalized service recovery efforts in the wake of service failures Nobukhosi Dlodlo (South Africa) BUSINESS PERSPECTIVES LLC “СPС “Business Perspectives” Hryhorii Skovoroda lane, 10, Sumy, 40022, Ukraine www.businessperspectives.org A second chance to serve South African private banking consumers: the role of post-transgression

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A second chance to serve South African private banking consumers: the role of post-transgression forgiveness

PurposeWith the increasing use of robots in service scenarios in hospitality industries, service failure frequently occurs during the service process, and consumers may react differently toward humanoid vs. nonhumanoid robots due to different performance expectancies. This study focuses on consumers' reactions to service failures by humanoid vs. nonhumanoid robots and the different impacts on brand forgiveness and revisit intentions through performance expectancy for different genders.Design/methodology/approachThe study used a sample of 280 participants to test the moderated chain mediation model. The participants were instructed to report their performance expectancies for humanoid/nonhumanoid robots and imagine a hotel check-in scenario in which a service failure occurs. Brand forgiveness, brand revisit intention and other demographic information were assessed.FindingsThe results show that consumers have higher performance expectancy for nonhumanoid robots. This performance expectancy generates brand forgiveness and revisit intentions for male consumers but does not affect female consumers' forgiveness and revisit behaviors.Originality/valueThis study contributes to the literature by taking a long-term perspective to investigate the outcomes after service failure, providing evidence for pending questions in previous studies and enriching studies of gender differences. Additionally, this study provides practical implications to consider the use of anthropomorphism in robots, advocate for functional confidence in robots and target consumers across genders.

How consumers react differently toward humanoid vs. nonhumanoid robots after service failures: a moderated chain mediation model

This paper aims to investigate the relationship between forgiveness towards repurchasing intentions from a cross cultural perspective. The study was conducted in the airline industry where customers believed the airline service was not up to expectations. The survey used questionnaires to collect data from Thai and European passengers who had perceived failure of service experienced in the international airline. The result of this study found that Thai and European customers have a different degree of collectivism and forgiveness. Collectivism culture has a positive effect to forgiveness and repurchase intention. Furthermore, customer forgiveness has a positive relationship with the customerâ€™s intention to repurchase. More specifically, the study incorporates customer forgiveness as a mediator, thus forgiveness can be influenced by cultural values and can perform the role as a coping strategy by the customer to release negative emotional responses from a service failure and open a gate of opportunity for a customer repurchase intention.

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Arirat Chueabunkoet Noth

Papers

The Roles of Forgiveness towards Repurchase Intentions from a Cross Cultural Perspective