A transactional model of forgiveness in the service failure context: A customer-driven approach

Journal of Services Marketing

Volumn 25, Issue 5, 2011, Pages 381-392

  Tsarenko, Yelena ^a   Tojib, Dewi Rooslani ^a  

^a MONASH UNIVERSITY   (Australia)

Author keywords

Consumer forgiveness; Customer behaviour; Service failures; Stress and coping; Transactional analysis

Indexed keywords

EID: 79960625785     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876041111149739     Document Type: Article

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