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المؤلفAlnawas, Ibrahim
المؤلفAl Khateeb, Amr
المؤلفAbu Farha, Allam
المؤلفNdubisi, Nelson Oly
تاريخ الإتاحة2024-02-06T05:53:33Z
تاريخ النشر2023-04-10
اسم المنشورInternational Journal of Contemporary Hospitality Management
المعرّفhttp://dx.doi.org/10.1108/IJCHM-03-2022-0290
الاقتباسAlnawas, I., Al Khateeb, A., Abu Farha, A., & Ndubisi, N. O. (2023). The effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles. International Journal of Contemporary Hospitality Management, 35(5), 1691-1712.‏
الرقم المعياري الدولي للكتاب09596119
معرّف المصادر الموحدhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85139692667&origin=inward
معرّف المصادر الموحدhttp://hdl.handle.net/10576/51563
الملخصPurpose: The purpose of this study is to examine the effect of service failure severity on brand forgiveness and to investigate the moderating effects of interpersonal attachment styles and thinking styles on the service failure severity–brand forgiveness relationship. Design/methodology/approach: The authors used retrospective experience sampling to collect the data and structural equation modeling (AMOS 24) to analyze 570 responses collected via an online survey. Findings: This study shows that the service failure severity–brand forgiveness relationship is not always negative, as different conditions may amplify or weaken it. Specifically, a secure attachment style and holistic thinking weaken the negative impact of service failure severity on brand forgiveness, whereas an anxious attachment style and analytic thinking negatively amplify the relationship. An avoidance attachment style did not appear to play a role. Practical implications: This study should help hotels fine-tune their segmentation, targeting and positioning efforts and may also help in implementing more focused recovery strategies. Originality/value: This study provides insights into the role of psychological traits in amplifying/reducing the negative impact of service failure severity on brand forgiveness, thus showing the importance of developing the psychological profiles of customers beyond demographic profiling. The emotional and cognitive typologies of consumers are key to understanding the dependence of forgiveness on service failure severity.
اللغةen
الناشرEmerald Publishing
الموضوعBrand forgiveness
Hospitality
Interpersonal attachment styles
Service
Service failure
Thinking styles
العنوانThe effect of service failure severity on brand forgiveness: the moderating role of interpersonal attachment styles and thinking styles
النوعArticle
الصفحات1691-1712
رقم العدد5
رقم المجلد35
dc.accessType Open Access


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