Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness
The purpose of this study is to examine the impacts of service recovery strategies and self-construal on customer forgiveness. A 2-service recovery (manipulated: apology vs. economic) × 2-self-construal (median: independent vs. interdependent) between-subject experiment was conducted with 164 subjec...
| Main Authors: | , , , |
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| Format: | Article |
| Published: |
Inderscience
2022
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| Online Access: | http://psasir.upm.edu.my/id/eprint/102627/ |
| _version_ | 1848863845960908800 |
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| author | Cheng, Eugene Xi Aw Hui, Stephanie Wen Chuah Sabri, Mohamad Fazli Chong, Han Xi |
| author_facet | Cheng, Eugene Xi Aw Hui, Stephanie Wen Chuah Sabri, Mohamad Fazli Chong, Han Xi |
| author_sort | Cheng, Eugene Xi Aw |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | The purpose of this study is to examine the impacts of service recovery strategies and self-construal on customer forgiveness. A 2-service recovery (manipulated: apology vs. economic) × 2-self-construal (median: independent vs. interdependent) between-subject experiment was conducted with 164 subjects. Results showed: 1) when apology is given, customers with interdependent self-construal are more likely to forgive compared to customers with independent self-construal; 2) forgiveness negatively influences negative-word-of-mouth. This study provides insight to the literature by indicating that service recovery strategies need to be compatible with customers' self-construal in order to earn forgiveness following a service failure. |
| first_indexed | 2025-11-15T13:39:24Z |
| format | Article |
| id | upm-102627 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-15T13:39:24Z |
| publishDate | 2022 |
| publisher | Inderscience |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-1026272023-11-06T07:08:44Z http://psasir.upm.edu.my/id/eprint/102627/ Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness Cheng, Eugene Xi Aw Hui, Stephanie Wen Chuah Sabri, Mohamad Fazli Chong, Han Xi The purpose of this study is to examine the impacts of service recovery strategies and self-construal on customer forgiveness. A 2-service recovery (manipulated: apology vs. economic) × 2-self-construal (median: independent vs. interdependent) between-subject experiment was conducted with 164 subjects. Results showed: 1) when apology is given, customers with interdependent self-construal are more likely to forgive compared to customers with independent self-construal; 2) forgiveness negatively influences negative-word-of-mouth. This study provides insight to the literature by indicating that service recovery strategies need to be compatible with customers' self-construal in order to earn forgiveness following a service failure. Inderscience 2022-10 Article PeerReviewed Cheng, Eugene Xi Aw and Hui, Stephanie Wen Chuah and Sabri, Mohamad Fazli and Chong, Han Xi (2022) Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness. International Journal of Services, Economics and Management, 13 (3). 225 - 242. ISSN 1753-0822; ESSN: 1753-0830 |
| spellingShingle | Cheng, Eugene Xi Aw Hui, Stephanie Wen Chuah Sabri, Mohamad Fazli Chong, Han Xi Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness |
| title | Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness |
| title_full | Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness |
| title_fullStr | Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness |
| title_full_unstemmed | Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness |
| title_short | Wea want apology! Tailoring service recovery and self-construal to earn customer forgiveness |
| title_sort | wea want apology! tailoring service recovery and self-construal to earn customer forgiveness |
| url | http://psasir.upm.edu.my/id/eprint/102627/ |