Approach with initiative or hold on passively? the impact of customer-perceived dependence on customer forgiveness in service failure

HIGHLIGHTS

• who: ufeffShuojiaufeff ufeffGuoufeff from the Prince Sultan University, Saudi Arabia have published the research: Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure, in the Journal: (JOURNAL)
• what: To address such research gaps, the authors examine how customerperceived dependence affects forgiveness through different causal attributions in the face of service failure, moderated by the longevity of their relationship with the firm. The authors focus on the attribution of locus and investigate two attribution conditionsinternal and external attributions. The authors propose: H4: Switching-cost dependence is . . .
  

   

  

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