7- المراجع
Abd Rashid, M. H., & Ahmad, F. S. (2014). The role of recovery satisfaction on the relationship between service recovery and brand evangelism: A conceptual framework. International Journal of Innovation, Management and Technology, 5(5), 401-405.
Albrecht, A. K., Schaefers, T., Walsh, G., & Beatty, S. E. (2019). The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery. Journal of Service Research, 22(1), 60-74.
Alenazi, S. A. (2021). Determinants of Pre-Service Failure Satisfaction and Post-Service Recovery Satisfaction and their Impact on Repurchase and Word-of-Mouth Intentions. Calitatea, 22(182), 88-94.
Alhawbani, G. S., Ali, N. A., & Hammouda, A. N. M. (2021). The Effect of Service Recovery Strategies on Satisfaction with the Recovery: The Mediating Role of Distributive Justice. European Journal of Business and Management Research, 6(3), 9-16.
Andersson, E., Graselius, H., & Nilsson, K. (2005). Service Recovery a Study of the Complaint Handling Process at Hotel Gothia Towers.
Babin, B. J., Zhuang, W., & Borges, A. (2021). Managing service recovery experience: effects of the forgiveness for older consumers. Journal of Retailing and Consumer Services, 58, 102-122.
Battaglia, D., Borchardt, M., Sellitto, M. A., & Pereira, G. M. (2012). Service recovery: a method for assessing performance. Business Process Management Journal,18(6),949-963.
Bendapudi, N., & Berry, L. L. (1997). Customers' motivations for maintaining relationships with service providers. Journal of retailing, 73(1), 15-37.
Bhati, R., & Verma, H. V. (2020). Antecedents of customer brand advocacy: a meta-analysis of the empirical evidence. Journal of Research in Interactive Marketing.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of marketing, 54(1), 71-84.
Bock, D. E., Folse, J. A. G., & Black, W. C. (2016). Gratitude in service encounters: implications for building loyalty. Journal of Services Marketing.
Boshoff, C. (1999). RECOVSAT: An instrument to measure satisfaction with transaction-specific service recovery. Journal of service research, 1(3), 236-249.
Boshoff, C., Peelen, E., Hoogendoorn, M., & van der Kraan, Y. (2005). A differentiated approach to service recovery. Nyenrode Research Group working paper series, (05-03).
Bozic, B., & Kuppelwieser, V. G. (2019). Customer trust recovery: An alternative explanation. Journal of Retailing and Consumer Services, 49, 208-218.
Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112.
Cheng, B. L., Gan, C. C., Imrie, B. C., & Mansori, S. (2019). Service recovery, customer satisfaction and customer loyalty: evidence from Malaysia’s hotel industry. International Journal of Quality and Service Sciences.
Dass, S., Popli, S., Sarkar, A., Sarkar, J. G., & Vinay, M. (2020). Empirically examining the psychological mechanism of a loved and trusted business school brand. Journal of Marketing for Higher Education, 1-18.
De Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service recovery paradox: a meta-analysis. Journal of service research, 10(1), 60-77.
Elbaz, A. M., Salem, I., Elsetouhi, A., & Abdelhamied, H. H. (2020). The moderating role of leisure participation in work–leisure conflict for the reduction of burnout in hotels and travel agencies. International Journal of Tourism Research, 22(3), 375-389.
Ennew, C., & Schoefer, K. (2003). Service failure and service recovery in tourism: A review.
Fedorikhin, A., Park, C. W., & Thomson, M. (2008). Beyond fit and attitude: The effect of emotional attachment on consumer responses to brand extensions. Journal of Consumer Psychology, 18(4), 281-291.
Fehr, R., & Gelfand, M. J. (2010). When apologies work: How matching apology components to victims’ self-construals facilitates forgiveness. Organizational behavior and human decision processes, 113(1), 37-50.
Ferreira, J. C. (2020). Brand anthropomorphism and its impact on consumer brand identification, brand advocacy and consumer brand engagement on social media (Doctoral dissertation).
Forster, D. E., Billingsley, J., Russell, V. M., McCauley, T. G., Smith, A., Burnette, J. L., & McCullough, M. E. (2020). Forgiveness takes place on an attitudinal continuum from hostility to friendliness: Toward a closer union of forgiveness theory and measurement. Journal of personality and social psychology, 119(4), 861.
Fritz, K., Schoenmueller, V., & Bruhn, M. (2017). Authenticity in branding–exploring antecedents and consequences of brand authenticity. European Journal of Marketing.
Gallo, A. (2019). The Value of Keeping the Right Customers.[online] Harvard Business Review.
Giao, H., Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351-370.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2019). A primer on partial least squares structural equation modeling (PLS-SEM). Sage Publications.
Harrison-Walker, L. J. (2019). The critical role of customer forgiveness in successful service recovery. Journal of Business Research, 95, 376-391.
Hassan, M., Rafi, A., & Kazmi, S. S. (2016). Impact of differentiated customer service, brand trust, brand commitment, and brand salience on brand advocacy. International Review of Management and Marketing, 6(4S).
Hsieh, Y. C., Chiu, H. C., Tang, Y. C., & Lin, W. Y. (2018). Does raising value co-creation increase all customers’ happiness?. Journal of Business Ethics, 152(4), 1053-1067.
Ibrahim, M., Abdallahamed, S., & Adam, D. R. (2018). Service Recovery, Perceived Fairness, and Customer Satisfaction in the Telecoms Sector in Ghana. International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), 9(4), 73-89.
Ikponmwen, E. (2011). The Effects of Service Recovery Satisfaction on Consumers’ Behavioral Intentions: An Application in North Cyprus Five-Star Hotels (Doctoral dissertation, Eastern Mediterranean University (EMU).
Jiang, Y., Li, S., Huang, J., & Scott, N. (2020). Worry and anger from flight delay: Antecedents and consequences. International Journal of Tourism Research, 22(3), 289-302.
Johnson, A. R., & Stewart, D. W. (2005). A reappraisal of the role of emotion in consumer behavior. Review of marketing research, 1(1), 3-33.
Jung, N. Y., & Seock, Y. K. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23-30.
Jung, N. Y., & Seock, Y. K. (2017). Effect of service recovery on customers’ perceived justice, satisfaction, and word-of-mouth intentions on online shopping websites. Journal of Retailing and Consumer Services, 37, 23-30.
Kageyama, Y. (2016). The Effect of Employee Behaviors on Consumers' Emotions and Behavioral Intentions in Positive Service Encounters.(Doctoral dissertation, University of Central Florida).
Kandulapati, S., & Bellamkonda, R. (2014). Examining the structural relationships of service recovery, customer satisfaction and image in online retailing. Operations and Supply Chain Management: An International Journal, 7(2), 70-78.
Kau, A. K., & Loh, E. W. Y. (2006). The effects of service recovery on consumer satisfaction: a comparison between complainants and non‐complainants. Journal of services marketing.
Kemp, E., Childers, C. Y., & Williams, K. H. (2012). Place branding: creating self‐brand connections and brand advocacy. Journal of Product & Brand Management.
Kim, G. S. (2007). The service recovery strategies, customer satisfaction, customer loyalty. Asian Journal on Quality.
Kim, T. T., Yoo, J. J. E., & Lee, G. (2012). Post‐recovery customer relationships and customer partnerships in a restaurant setting. International Journal of Contemporary Hospitality Management.
Koc, E. (2019). Service failures and recovery in hospitality and tourism: a review of literature and recommendations for future research. Journal of Hospitality Marketing & Management, 28(5), 513-537.
Komunda, M. & Osarenkhoe, A.(2012). Remedy or cure for service failure? Effects of service recovery on customer satisfaction and loyalty, Business Process Management Journal, 18 (1) , 82-103.
Krishna, A., Dangayach, G. S., & Jain, R. (2011). Service recovery: Literature review and research issues. Journal of Service Science Research, 3(1), 71.
Kumar, V., & Kaushik, A. K. (2020). Does experience affect engagement? Role of destination brand engagement in developing brand advocacy and revisit intentions. Journal of Travel & Tourism Marketing, 37(3), 332-346.
Lengnick‐Hall, C. A., Claycomb, V. C., & Inks, L. W. (2000). From recipient to contributor: examining customer roles and experienced outcomes. European journal of marketing.
Mahmood, A., & Haider, S. Z. (2020). Relationship of advertising appeals, corporate reputation and brand advocacy: the mediation role of brand loyalty. LogForum, 16(2),287-298.
Mannan, M., Chowdhury, N., Sarker, P., & Amir, R. (2019). Modeling customer satisfaction and revisit intention in Bangladeshi dining restaurants. Journal of Modelling in Management,14(4),922-947.
McColl-Kennedy, J. R., & Sparks, B. A. (2003). Application of fairness theory to service failures and service recovery. Journal of service research, 5(3), 251-266.
McCullough, M. E., Fincham, F. D., & Tsang, J. A. (2003). Forgiveness, forbearance, and time: the temporal unfolding of transgression-related interpersonal motivations. Journal of personality and social psychology, 84(3), 540.
McCullough, M. E., Worthington Jr, E. L., & Rachal, K. C. (1997). Interpersonal forgiving in close relationships. Journal of personality and social psychology, 73(2), 321.
Melancon, J. P., Noble, S. M., & Noble, C. H. (2011). Managing rewards to enhance relational worth. Journal of the Academy of Marketing Science, 39(3), 341-362.
Moliner, M. A., Monferrer-Tirado, D., & Estrada-Guillén, M. (2018). Consequences of customer engagement and customer self-brand connection. Journal of Services Marketing.
Mostafa, R. B., Lages, C. R., Shabbir, H. A., & Thwaites, D. (2015). Corporate image: A service recovery perspective. Journal of Service Research, 18(4), 468-483.
Muhammad, L. (2019). Do service firm employee and customer relations matter for customer forgiveness in service recovery?. Asia Pacific Journal of Marketing and Logistics.
Muhammad, L. (2020). Mediating role of customer forgiveness between perceived justice and satisfaction. Journal of Retailing and Consumer Services, 52, 101886.
Najjar, M. S., Smith, A. K. & Kettinger, W.J. (2010), ‘Stuff’ Happens: A Theoretical Framework for Internal IS Service Recovery,. 9(2),.1-8.
Nwokorie, E. C. (2016). Service recovery strategies and customer loyalty in selected hotels in Lagos State, Nigeria. Net Journal of Business Management, 4(1), 1-8.
Pai, D. C., Lai, C. S., Chiu, C. J., & Yang, C. F. (2015). Corporate social responsibility and brand advocacy in business-to-business market: The mediated moderating effect of attribution. Journal of Business Ethics, 126(4), 685-696.
Palmatier, R. W., Jarvis, C. B., Bechkoff, J. R., & Kardes, F. R. (2009). The role of customer gratitude in relationship marketing. Journal of marketing, 73(5), 1-18.
Park, C. W., & MacInnis, D. J. (2006). What's in and what's out: Questions on the boundaries of the attitude construct. Journal of consumer Research, 33(1), 16-18.
Park, J., Choi, J., & Yeu, M. (2016). Relationship between corporate philanthropy and consumer loyalty-the mediating role of gratitude, trust and commitment: South Korean consumer perspectives. Academy of Marketing Studies Journal, 20(1), 1-17.
Raggio, R. D., Walz, A. M., Godbole, M. B., & Folse, J. A. G. (2014). Gratitude in relationship marketing: theoretical development and directions for future research. European Journal of Marketing,48(1),109-144.
Riek, B. M., & DeWit, C. C. (2018). Differences and similarities in forgiveness seeking across childhood and adolescence. Personality and Social Psychology Bulletin, 44(8), 1119-1132.
Robson, C. (2002) Real World Research (2nd edn). Oxford: Blackwell.
Saebnia, S., Feizi, M., & Hasanzadeh, M. (2017). An Investigation of the Effect of Relationship Marketing on Customer Gratitude and Consumer Behavior (Case Study: The Dealerships of Saipa Corporation in Ardabil Province). Marketing and Branding Research, 4, 360-370.
Sashi, C. M., Brynildsen, G., & Bilgihan, A. (2019). Social media, customer engagement and advocacy. International Journal of Contemporary Hospitality Management.
Saunders, M. N., Saunders, M., Lewis, P., & Thornhill, A. (2011). Research methods for business students, 5/e. Pearson Education India.
Saunders, M., Thornhill, A. & Lewis, P. (2009). Research methods for business students. London: Financial Times Prentice Hall.
Sciarelli, M. (2017). Mediating service recovery satisfaction in the relationship between internet service recovery and customer loyalty.
Sciarelli, M., Nagm, A. A., Dakrory, M. I., Tani, M., & Khashan, M. A. (2017). The relationship between service recovery and patronage intentions: the mediating role of relationship quality. International Business Research, 10(8), 215-231.
Shapiro, T., & Nieman‐Gonder, J. (2006). Effect of communication mode in justice‐based service recovery. Managing Service Quality: An International Journal, 16(2),125-130.
Simon, F., Tossan, V., & Guesquière, C. C. (2015). The relative impact of gratitude and transactional satisfaction on post-complaint consumer response. Marketing Letters, 26(2), 153-164.
Singh, J., & Crisafulli, B. (2016). Managing online service recovery: procedures, justice and customer satisfaction. Journal of Service Theory and Practice.
Singh, R., & Trinchetta, G. G. (2020). Community Connections: Advocating for Libraries through Effective Brand Advocacy. Public Library Quarterly, 39(4), 295-309.
Solomon, M. (2018). The four secrets of achieving customer satisfaction. Forbes, viewed, 20(02)
Suri, A., Huang, B., & Sénécal, S. (2019). I can forgive you, but I can’t forgive the firm: An examination of service failures in the sharing economy. Journal of Marketing Theory and Practice, 27(4), 355-370.
Sweeney, J., Payne, A., Frow, P., & Liu, D. (2020). Customer advocacy: a distinctive form of word of mouth. Journal of Service Research, 23(2), 139-155.
Tsarenko, Y., & Tojib, D. (2012). The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes. Journal of Marketing Management, 28(9-10), 1217-1239.
Tsarenko, Y., & Tojib, D. R. (2011). A transactional model of forgiveness in the service failure context: a customer‐driven approach. Journal of Services Marketing, 25( 5), 381-392.
Tsarenko, Y., Strizhakova, Y., & Otnes, C. C. (2019). Reclaiming the future: Understanding customer forgiveness of service transgressions. Journal of Service Research, 22(2), 139-155.
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119.
Wilk, V., Harrigan, P., & Soutar, G. N. (2018). Navigating online brand advocacy (OBA): an exploratory analysis. Journal of Marketing Theory and Practice, 26(1-2), 99-116.
Wu, X., Du, S., & Sun, Y. (2020). E-tailing service recovery and customer satisfaction and loyalty: Does perceived distributive justice matter?. Social Behavior and Personality: an international journal, 48(5), 1-15.
Xia, L., & Kukar-Kinney, M. (2013). Examining the penalty resolution process: Building loyalty through gratitude and fairness. Journal of Service Research, 16(4), 518-532.
Xie, C., Bagozzi, R. P., & Grønhaug, K. (2019). The impact of corporate social responsibility on consumer brand advocacy: The role of moral emotions, attitudes, and individual differences. Journal of Business Research, 95, 514-530.
Xie, Y., & Peng, S. (2009). How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness. Psychology & Marketing, 26(7), 572-589.
Yagil, D., & Luria, G. (2016). Customer forgiveness of unsatisfactory service: manifestations and antecedents. Service Business, 10(3), 557-579.
Yoo, C. W. (2020). An Exploration of the Role of Service Recovery in Negative Electronic Word-of-Mouth Management. Information Systems Frontiers, 22(3), 719-734.
You, Y., Yang, X., Wang, L., & Deng, X. (2020). When and why saying “thank you” is better than saying “sorry” in redressing service failures: The role of self-esteem. Journal of Marketing, 84(2), 133-150.
)
مشاهدة على SCiNiTO