Referanslar

1. Aggarwal, P. (2004). The effects of brand relationship norms on consumer attitudes and behaviour. J. Consum. Res. 31(1), 87–101.
2. Agnihotri, A., & Bhattacharya, S. (2023). Chatbots’ effectiveness in service recovery. International Journal of Information Management. https://doi.org/10.1016/j.ijinfomgt.2023.102679
3. Ali, F., El-Manstrly, D., & Abbasi, G. A. (2023). Would you forgive me? From perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives. Journal of Business Research, 166. https://doi.org/10.1016/j.jbusres.2023.114138
4. Alnawas, 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. https://doi.org/10.1108/IJCHM-03-2022-0290
5. Aquino, K., Tripp, T. M., & Bies, R. J. (2001). How employees respond to personal offense: the effects of blame attribution, victim status, and offender status on revenge and reconciliation in the workplace. Journal of applied psychology, 86(1), 52.
6. Arikan, E., Altinigne, N., Kuzgun, E., & Okan, M. (2023). May robots be held responsible for service failure and recovery? The role of robot service provider agents’ human-likeness. Journal of Retailing and Consumer Services, 70. https://doi.org/10.1016/j.jretconser.2022.103175
7. Aw, E. C.-X., Chuah, S. H.-W., Sabri, M. F., & Chong, H.-X. (2022). “We” want apology! Tailoring service recovery and self-construal to earn customer forgiveness. International Journal of Services, Economics and Management, 13(3), 225–242. https://doi.org/10.1504/ijsem.2022.126216
8. Aw, E. C.-X., & Labrecque, L. I. (2023). Celebrities As Brand Shields: The Role of Parasocial Relationships in Dampening Negative Consequences from Brand Transgressions. Journal of Advertising, 52(3), 387–405. https://doi.org/10.1080/00913367.2022.2066034
9. Bhimani, H., Mention, A. L., & Barlatier, P. J. (2019). Social media and innovation: A systematic literature review and future research directions. Technological Forecasting and Social Change, 144, 251-269.
10. Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103–112. https://doi.org/10.1016/j.jretconser.2015.07.012
11. Chaudhary, M., Lopez, A., & Rodriguez, R. (2020). Children’s relationships with brands: intergenerational and transgressions. Marketing Intelligence and Planning, 38(1), 75–88. https://doi.org/10.1108/MIP-03-2019-0137
12. Chen, S., Ran, Y., & Xiong, J. (2022). Rise from the ashes or repeat the past? The effects of fresh start mindset and brand crisis type on consumer forgiveness. Nankai Business Review International, 13(4), 497–516. https://doi.org/10.1108/NBRI-07-2021-0049
13. Chen, X., Guo, S., Xiong, J., & Hao, S. (2022). Approach with initiative or hold on passively? The impact of customer-perceived dependence on customer forgiveness in service failure. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.914024
14. Chen, S. Y., Wei, H. Y., Ran, Y. X., & Meng, L. (2020). Rally or repeat the mistakes: The impact of new starting point thinking and brand crisis types on consumer forgiveness. Nankai Manag. Rev, 23(4), 49-58.
15. Cheng, L. K. (2023). Effects of service robots' anthropomorphism on consumers' attribution toward and forgiveness of service failure. Journal of Consumer Behaviour, 22(1), 67-81.
16. Choi, S., & Mattila, A. S. (2008). Perceived controllability and service expectations: Influences on customer reactions following service failure. Journal of Business Research, 61(1), 24-30.
17. Chong, Y. S., & Ahmed, P. K. (2018). When service failure leads to sin: Exploring service transgression and customer forgiveness in a multi-faith context. Journal of Service Theory and Practice, 28(4), 410–433. https://doi.org/10.1108/JSTP-02-2017-0024
18. Christodoulides, G., Gerrath, M. H. E. E., & Siamagka, N. T. (2021). Don’t be rude! The effect of content moderation on consumer-brand forgiveness. Psychology and Marketing, 38(10), 1686–1699. https://doi.org/10.1002/mar.21458
19. Çelik, S., Özkan Tektaş, Ö., & Kavak, B. (2022). Hizmet Hatası ve Telafisi Sürecinde Üçüncü Taraf (Diğer) Müşterileri Konu Alan Çalışmaların Sistematik Literatür Taraması. Tüketici ve Tüketim Arastirmalari Dergisi, 14(1).
20. Denyer, D., & Tranfield, D. (2009). Producing a systematic review. In D. A. Buchanan & A. Bryman (Eds.), The Sage handbook of organizational research methods (pp. 671–689). Sage Publications Ltd.
21. Elbaz, A. M., Soliman, M., Al-Alawi, A., Al-Romeedy, B. S., & Mekawy, M. (2023). Customer responses to airline companies’ service failure and recovery strategies: the moderating role of service failure habit. Tourism Review, 78(1), 1–17. https://doi.org/10.1108/TR-03-2022-0108
22. Fedorikhin, A., Park, C. W., & Thomson, M. (2008). Beyond fit and attitude: The effect of emotional attachment on consumer responses to brand extensions. Journal of Consumer Psychology, 18(4), 281-291.
23. Feng, J., Lyu, J., Li, H., & Lu, Q. (2022). Forgiveness and redemption: A study on the impact of employees’ participation in the restoration of corporate brand image in a crisis. Journal of Marketing Theory and Practice, 30(1), 37–52. https://doi.org/10.1080/10696679.2021.1884496
24. Fetscherin, M., & Sampedro, A. (2019). Brand forgiveness. Journal of Product and Brand Management, 28(5), 633–652. https://doi.org/10.1108/JPBM-04-2018-1845
25. Finkel, E. J., Rusbult, C. E., Kumashiro, M., & Hannon, P. A. (2002). Dealing with betrayal in close relationships: Does commitment promote forgiveness? Journal of personality and social psychology, 82(6), 956.
26. Finsterwalder, J., Yee, T., & Tombs, A. (2017). Would you forgive Kristen Stewart or Tiger Woods or maybe Lance Armstrong? Exploring consumers’ forgiveness of celebrities’ transgressions. Journal of Marketing Management, 33(13–14), 1204–1229. https://doi.org/10.1080/0267257X.2017.1382553
27. Gannon, M., Taheri, B., Thompson, J., Rahimi, R., & Okumus, B. (2022). Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector. International Journal of Hospitality Management, 107. https://doi.org/10.1016/j.ijhm.2022.103341
28. Ghosh, T. (2017). Managing Negative Reviews: The Persuasive Role of Webcare Characteristics. Journal of Internet Commerce, 16(2), 148–173. https://doi.org/10.1080/15332861.2017.1305254
29. Harrison-Walker, L. J. (2019). The critical role of customer forgiveness in successful service recovery. Journal of Business Research, 95, 376–391. https://doi.org/10.1016/j.jbusres.2018.07.049
30. Harrison-Walker, L. J. (2022). Organizational and customer moderators of service recovery on consumer forgiveness in healthcare. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, 35, 26–51.
31. Hassey, R. V. (2019). How brand personality and failure-type shape consumer forgiveness. Journal of Product and Brand Management, 28(2), 300–315. https://doi.org/10.1108/JPBM-09-2017-1563
32. Hegner, S. M., Fenko, A., & Teravest, A. (2017). Using the theory of planned behaviour to understand brand love. Journal of Product and Brand Management, 26(1), 26–41. https://doi.org/10.1108/JPBM-06-2016-1215
33. Honora, A., Chih, W.-H., & Wang, K.-Y. (2022). Managing social media recovery: The important role of service recovery transparency in retaining customers. Journal of Retailing and Consumer Services, 64. https://doi.org/10.1016/j.jretconser.2021.102814
34. Hur, J., & Jang, S. (2019). Is consumer forgiveness possible?: Examining rumination and distraction in hotel service failures. International Journal of Contemporary Hospitality Management, 31(4), 1567–1587. https://doi.org/10.1108/IJCHM-07-2017-0395
35. Kim, Y., Ho, T. H., Tan, L. P., & Casidy, R. (2023). Factors influencing consumer forgiveness: a systematic literature review and directions for future research. Journal of Service Theory and Practice. https://doi.org/10.1108/JSTP-08-2022-0187
36. Kim, Y., Park, K., & Stacey Lee, S. (2019). The underdog trap: The moderating role of transgression type in forgiving underdog brands. Psychology and Marketing, 36(1), 28–40. https://doi.org/10.1002/mar.21155
37. Kuchmaner, C. A., Wiggins, J., & Grimm, P. E. (2023). In it together: brands benefit after a transgression when perceived as co-owners of the brand community. Journal of Marketing Management. https://doi.org/10.1080/0267257X.2023.2244974
38. Latif, F. Ö. B., & Uslu, A. (2019). Building e-loyalty for e-retailers: role of justice perception and consumer forgiveness. Middle East Journal of Management, 6(3), 298-317.
39. Lee, Y. L., & Cun, J. A. (2018). Study on consumer confusion by consumer information search types. Journal of Consumer Studies, 29(2), 95–121.
40. Li, J., Liu, L., & Qing, Q. (2022). Differentiated consumer forgiveness for different corporate social irresponsibility domains: The moderating role of corporate reputation and patriotism. Journal of Retailing and Consumer Services, 69. https://doi.org/10.1016/j.jretconser.2022.103122
41. Lin, C.-Y., & Chou, E.-Y. (2022). Investigating the role of customer forgiveness following a double deviation. Journal of Services Marketing, 36(8), 1042–1057. https://doi.org/10.1108/JSM-04-2021-0112
42. Liu, B., & Li, Y. (2022). Teddy-bear effect in service recovery. Annals of Tourism Research, 94. https://doi.org/10.1016/j.annals.2022.103400
43. Ma, K., Zhong, X., & Hou, G. (2020). Gaining satisfaction: the role of brand equity orientation and failure type in service recovery. European Journal of Marketing, 54(10), 2317–2342. https://doi.org/10.1108/EJM-06-2019-0542
44. McCullough, M. E., Rachal, K. C., Sandage, S. J., Worthington Jr, E. L., Brown, S. W., & Hight, T. L. (1998). Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement. Journal of personality and social psychology, 75(6), 1586
45. McCullough, M. E., Worthington, E. L. Jr., & Rachal, K. C. (1997). Interpersonal forgiving in close relationships. Journal of Personality and Social Psychology, 73, 321-336.
46. Muhammad, L., & Gul-e-Rana. (2019). Do service firm employee and customer relations matter for customer forgiveness in service recovery? Asia Pacific Journal of Marketing and Logistics, 31(4), 1216–1232. https://doi.org/10.1108/APJML-09-2018-0355
47. Muhammad, L., & Gul-E-Rana. (2020). Mediating role of customer forgiveness between perceived justice and satisfaction. Journal of Retailing and Consumer Services, 52. https://doi.org/10.1016/j.jretconser.2019.101886
48. Nobi, B., Kim, K.-M., & Lee, S. (2022). The aftermath of a brand transgression: the role of brand forgiveness and brand evangelism. Journal of Asia Business Studies, 16(6), 1030–1040. https://doi.org/10.1108/JABS-05-2021-0204
49. Noor, M., Chao, M. M., & Doosje, B. (2023). To forgive or not to forgive an organisation: Perceived integrity versus competence transgressions shape consumers’ forgiveness of transgressing organisations. Applied Psychology, 72(3), 1160–1180. https://doi.org/10.1111/apps.12428
50. Papadopoulou, C., Vardarsuyu, M., & Oghazi, P. (2023). Examining the relationships between brand authenticity, perceived value, and brand forgiveness: The role of cross-cultural happiness. Journal of Business Research, 167. https://doi.org/10.1016/j.jbusres.2023.114154
51. Ran, Y., Wei, H., & Li, Q. (2016). Forgiveness from emotion fit: Emotional frame, consumer emotion, and feeling-right in consumer decision to forgive. Frontiers in Psychology, 7(NOV). https://doi.org/10.3389/fpsyg.2016.01775
52. Rasouli, N., Rasoolimanesh, S. M., Rahmani, A. K., Momayez, A., & Torabi, M. A. (2022). Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter? Journal of Hospitality Marketing and Management, 31(6), 662–687. https://doi.org/10.1080/19368623.2022.2043800
53. Riaz, Z., & Khan, M. I. (2016). Impact of service failure severity and agreeableness on consumer switchover intention: Mediating role of consumer forgiveness. Asia Pacific Journal of Marketing and Logistics, 28(3), 420–434. https://doi.org/10.1108/APJML-07-2015-0106
54. Roy, V., Vijay, T. S., & Srivastava, A. (2022). The distinctive agenda of service failure recovery in e-tailing: Criticality of logistical / non-logistical service failure typologies and e-tailing ethics. Journal of Retailing and Consumer Services, 64. https://doi.org/10.1016/j.jretconser.2021.102837
55. Rye, M. S., Loiacono, D. M., Folck, C. D., Olszewski, B. T., Heim, T. A., & Madia, B. P. (2001). Evaluation of the psychometric properties of two forgiveness scales. Current psychology, 20, 260-277.
56. Sajtos, L., & Chong, Y. S. (2018). Activating multiple roles of customer-firm relationships in service failures. Journal of Service Theory and Practice, 28(2), 250–270. https://doi.org/10.1108/JSTP-07-2017-0105
57. Salagrama, R., Prashar, S., & Tata, S. V. (2021). Examining the influence of forgiveness and its antecedents on consumer behaviour: the moderating role of service failure severity. International Journal of Emerging Markets. https://doi.org/10.1108/IJOEM-11-2020-1378
58. Schnebelen, S., & Bruhn, M. (2018). An appraisal framework of the determinants and consequences of brand happiness. Psychology and Marketing, 35(2), 101–119. https://doi.org/10.1002/mar.21073
59. Shuqair, S., Pinto, D. C., So, K. K. F., Rita, P. M. F., & Mattila, A. S. (2021). A pathway to consumer forgiveness in the sharing economy: The role of relationship norms. International Journal of Hospitality Management, 98. https://doi.org/10.1016/j.ijhm.2021.103041
60. Siamagka, N.-T. (2023). Explaining consumer–brand forgiveness through the lens of narcissism. Marketing Intelligence and Planning, 41(3), 360–374. https://doi.org/10.1108/MIP-03-2022-0110
61. Siddaway, A. P., Wood, A. M., & Hedges, L. V. (2019). How to do a systematic review: a best practice guide for conducting and reporting narrative reviews, meta-analyses, and meta-syntheses. Annual review of psychology, 70, 747-770.
62. Sinha, J., & Lu, F.-C. (2016). “I” value justice, but “we” value relationships: Self-construal effects on post-transgression consumer forgiveness. Journal of Consumer Psychology, 26(2), 265–274. https://doi.org/10.1016/j.jcps.2015.06.002
63. Strelan, P., & Covic, T. (2006). A review of forgiveness process models and a coping framework to guide future research. Journal of Social and Clinical Psychology, 25(10), 1059-1085.
64. Tathagata, G., & Amar, R. G. (2018). Gulping the Poison: How Webcare Attributes Reduce Damages to Brands Caused by Negative Reviews. Journal of Internet Commerce, 17(3), 216–254. https://doi.org/10.1080/15332861.2018.1463793
65. Tosun, P., & Yanar Gürce, M. (2022). Consumer complaining behaviour in banking: the influence of brand image on brand forgiveness and negative word-of-mouth. Journal of Financial Services Marketing. https://doi.org/10.1057/s41264-022-00194-5
66. Trampe, D., Konuş, U., & Verhoef, P. C. (2014). Customer Responses to Channel Migration Strategies Toward the E-channel. Journal of Interactive Marketing, 28(4), 257–270. https://doi.org/10.1016/j.intmar.2014.05.001
67. Tsarenko, Y., Strizhakova, Y., & Otnes, C. C. (2019). Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions. Journal of Service Research, 22(2), 139–155. https://doi.org/10.1177/1094670518802060
68. Tsarenko, Y., & Tojib, D. (2012). The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes. Journal of Marketing Management, 28(9–10), 1217–1239. https://doi.org/10.1080/0267257X.2011.619150
69. Tsarenko, Y., & Tojib, D. (2015). Consumers’ forgiveness after brand transgression: The effect of the firm’s corporate social responsibility and response. Journal of Marketing Management, 31(17–18), 1851–1877. https://doi.org/10.1080/0267257X.2015.1069373
70. Tsarenko, Y., & Tojib, D. R. (2011). A transactional model of forgiveness in the service failure context: A customer-driven approach. Journal of Services Marketing, 25(5), 381–392. https://doi.org/10.1108/08876041111149739
71. Wang, K.-Y., Chih, W.-H., & Honora, A. (2023). How the emoji use in apology messages influences customers’ responses in online service recoveries: The moderating role of communication style. International Journal of Information Management, 69. https://doi.org/10.1016/j.ijinfomgt.2022.102618
72. Wei, C., Liu, M. W., & Keh, H. T. (2020). The road to consumer forgiveness is paved with money or apology? The roles of empathy and power in service recovery. Journal of Business Research, 118, 321–334. https://doi.org/10.1016/j.jbusres.2020.06.061
73. Wei, H., & Ran, Y. (2019). Male Versus Female: How the Gender of Apologizers Influences Consumer Forgiveness. Journal of Business Ethics, 154(2), 371–387. https://doi.org/10.1007/s10551-017-3440-7
74. Wei, J., Lian, Y., Li, L., Lu, Z., Lu, Q., Chen, W., & Dong, H. (2023). The impact of negative emotions and relationship quality on consumers’ repurchase intention: An empirical study based on service recovery in China’s online travel agencies. Heliyon, 9(1). https://doi.org/10.1016/j.heliyon.2023.e12919
75. Wei, J., Liu, M., Li, W., Hou, Z., & Li, L. (2022). The impact of consumer confusion on the service recovery effect of Online Travel Agency (OTA). Current Psychology. https://doi.org/10.1007/s12144-022-03540-x
76. Wei, J., Wang, Z., Hou, Z., & Meng, Y. (2022). The Influence of Empathy and Consumer Forgiveness on the Service Recovery Effect of Online Shopping. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.842207
77. Wei, J., Zhu, S., Lu, H., Li, C., Hou, Z., & Zhou, X. (2023). Research on the impact of consumer forgiveness on consumer continuous trust. Total Quality Management and Business Excellence, 34(5–6), 692–711. https://doi.org/10.1080/14783363.2022.2092468
78. Wolter, J. S., Bacile, T. J., Smith, J. S., & Giebelhausen, M. (2019). The entitlement/forgiveness conflict of self-relevant and self-neutral relationships during service failure and recovery. Journal of Business Research, 104, 233–246. https://doi.org/10.1016/j.jbusres.2019.07.008
79. Xie, Y., & Peng, S. (2009). How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness. Psychology and Marketing, 26(7), 572–589. https://doi.org/10.1002/mar.20289
80. Xu, X., Liu, J., & Gursoy, D. (2022). Emotional intelligence similarity in service recovery. Annals of Tourism Research, 96. https://doi.org/10.1016/j.annals.2022.103465
81. Yagil, D., & Luria, G. (2016). Customer forgiveness of unsatisfactory service: manifestations and antecedents. Service Business, 10(3), 557–579. https://doi.org/10.1007/s11628-015-0282-1
82. Yang, Y., & Hu, J. (2021). Self-diminishing effects of awe on consumer forgiveness in service encounters. Journal of Retailing and Consumer Services, 60. https://doi.org/10.1016/j.jretconser.2021.102491
83. Yuan, D., Lin, Z., Filieri, R., Liu, R., & Zheng, M. (2020). Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement. Journal of Business Research, 115, 38–47. https://doi.org/10.1016/j.jbusres.2020.04.044
84. Zhang, M., Cui, J., & Zhong, J. (2023). How consumers react differently toward humanoid vs. nonhumanoid robots after service failures: a moderated chain mediation model. International Journal of Emerging Markets. https://doi.org/10.1108/IJOEM-06-2022-1023
85. Zourrig, H., Chebat, J.-C., & Toffoli, R. (2009). Exploring cultural differences in customer forgiveness behaviour. Journal of Service Management, 20(4), 404–419. https://doi.org/10.1108/09564230910978502