Building e-loyalty for e-retailers: role of justice perception and consumer forgiveness

Latif, Fatma Özge Baruönü; Uslu, Aypar

doi:10.1504/mejm.2019.098597

Cited by 4 publications

(8 citation statements)

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“…These findings are aligned with the predictions of previous researchers, e.g. service recovery increases the level of consumer forgiveness, and perceived justice underlies the relationship between (Latif and Uslu, 2019;Muhammad and Gul-E-Rana, 2020). Moreover, these findings are congruent with our theorizing that high (vs. low) recovery efforts produce high forgiveness.…”

Section: Consumers'supporting

confidence: 91%

“…apology (Harrison-Walker, 2019), additional resources might generate additional outcomes for service providers rather than consumer forgiveness. The result that perceived recovery justice significantly predicts consumer forgiveness also validates the previous empirical work (Babin et al, 2021;Latif and Uslu, 2019;Wei et al, 2020). The present research study differs from the previous studies by providing the following contributions in theory and practice.…”

Section: Sajmsupporting

confidence: 87%

“…Though consumer motivation leads to the forgiveness of omission and errors that cause service failure, also the forgiveness of bigger failure indeed requires corrective efforts by service providers (Yagil and Luria, 2016). Therefore, several scholars argued that service recovery efforts have a positive influence on consumer forgiveness (Babin et al, 2021;Latif and Uslu, 2019;Shuqair et al, 2021;Tsarenko and Tojib, Consumers' desire to reciprocate 2011; Xie and Peng, 2009). Previous studies have shown that recovery efforts such as compensation, apology (Shin et al, 2018), prompt response etc.…”

Section: Recovery Efforts and Consumer Forgivenessmentioning

confidence: 99%

“…2.5 Perceived justice and consumer forgiveness Davidow (2003) claimed that consumers carefully evaluate the resources provided in service recovery and their perceptions of sincere apology, communication and resources are paramount to consumer forgiveness. Extant research studies found that perceived recovery justice has a positive effect on consumer forgiveness (Babin et al, 2021;Latif and Uslu, 2019;Tsarenko and Tojib, 2011;Wei et al, 2020). Perceived recovery justice helps individuals forgive service providers by substituting undesirable emotions with positive ones (Tsarenko et al, 2018).…”

Section: Perceived Justice and Desire To Reciprocatementioning

confidence: 99%

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Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness: the mediating role of perceived justice

Umar

2022

SAJM

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PurposeThis paper investigated the impact of firms' service recovery efforts on consumers' desire to reciprocate and forgiveness in the hospitality industry of Pakistan. Additionally, this study examined the mediating role of perceived justice between service recovery efforts and their outcomes.Design/methodology/approachUsing snowball sampling technique, an online survey was administered and 259 responses were collected from casual-dining restaurant customers. A partial least squares structural equation modeling (PLS-SEM) and multivariate analysis of covariance (MANCOVA) were used to examine the hypotheses.FindingsThe results indicate that perceived justice significantly mediates the effect of service recovery efforts on the consumers' desire to reciprocate and forgiveness. Moreover, high (vs. low) service recovery efforts lead to high consumer forgiveness.Practical implicationsThe study provides insights for managers on how optimal recovery efforts predict consumers' positive responses and minimize the effect of service failure in South Asian consumers.Originality/valueThis research is among the early endeavors to examine consumers' desire to reciprocate in service recovery context. Also, this is the first study to validate the impact of service recovery efforts on consumers' desire to reciprocate and consumer forgiveness in a South Asian country.

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Section: Consumers'supporting

confidence: 91%

Section: Sajmsupporting

confidence: 87%

Section: Recovery Efforts and Consumer Forgivenessmentioning

confidence: 99%

Section: Perceived Justice and Desire To Reciprocatementioning

confidence: 99%

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Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness: the mediating role of perceived justice

Umar

2022

SAJM

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“…This factor is a concept related to brand loyalty (Jacoby and Chestnut, 1978), signifying that customers always think of products, find products, or first choose products on an s-commerce site with which they are familiar or have previous experience. Customers can also recommend an s-commerce site with which they are familiar to their friends, relatives, and colleagues (Latif and Uslu, 2019).…”

Section: Efa and The Reliability Assessment Of The Scalementioning

confidence: 99%

Electronic Loyalty In Social Commerce: Scale Development and Validation

Khoa

Nguyen

2020

GADJAH MADA INT. J. BUS.

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Loyalty is an important key performance indicator to assess a business's success, especially in an online business environment with fierce competition. The explosion of social networking sites has created a new form of business: social commerce. Simultaneously, the scale of loyalty in online transactions has some limitations; hence, this research aims to develop and validate an electronic loyalty scale in the context of social commerce. The study used a mixed research method with two phases of a sequential exploratory strategy. Qualitative research generated the scale and was used in the initial filtering to develop an e-loyalty scale for social commerce. This study conducted two quantitative studies with 715 social commerce shoppers in five developed areas in Vietnam: Ho Chi Minh City, Ha Noi City, Hai Phong City, Da Nang City, and Binh Duong Province. Based on our research survey and literature review, the research results showed that electronic loyalty in social commerce is expressed in three dimensions: preference, interaction, and personal information’s disclosure. Then, the research proposed several relevant implications for other researchers and administrators of online businesses.

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Systematic review on consumer forgiveness: Clarifying the domain and future research agenda

Özdemir

2023

bmij

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Consumer forgiveness has gained prominence in marketing literature, particularly in investigating service failure and recovery. In this vein, this study aims to systematically review the consumer forgiveness literature and provide valuable suggestions for future research endeavours based on the discovered gaps in the existing literature. The present study thoroughly examined 77 peer-reviewed journal articles on consumer forgiveness from the Scopus database. The findings are discussed under the headings of descriptive overview (year and journal) and content analysis that consists of theoretical background, methodological trends (research design, data collection method, sample size, industry, analysis techniques, measurement) and thematic issues (antecedents, consequences, mediators and moderators) subtitles. This study contributes to the body of knowledge by clarifying the literature on consumer forgiveness, identifying gaps, and making suggestions for future research. This study also contributes to the literature by proposing a comprehensive framework that aligns with the variables investigated in previous research on consumer forgiveness.

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Building e-loyalty for e-retailers: role of justice perception and consumer forgiveness

Cited by 4 publications

References 0 publications

Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness: the mediating role of perceived justice

Service recovery efforts' influence on consumers' desire to reciprocate and forgiveness: the mediating role of perceived justice

Electronic Loyalty In Social Commerce: Scale Development and Validation

Systematic review on consumer forgiveness: Clarifying the domain and future research agenda

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