Advanced search
Publication Cover
Journal of Marketing Theory and Practice Volume 28, 2020 - Issue 4
Submit an article Journal homepage
676
Views
8
CrossRef citations to date
0
Altmetric
Research Article

Seeking consumer forgiveness: face management by frontline employees

Jatinderpreet Kaur BathUniversity Business School, Panjab University, Chandigarh, IndiaCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-0128-1153
ORCID Icon &
Anupam BawaUniversity Business School, Panjab University, Chandigarh, IndiaORCID Iconhttps://orcid.org/0000-0001-9188-3002
ORCID Icon
Pages 387-402 | Published online: 29 May 2020

Citations (8)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Read on this site (4)

Watchara Chiengkul & Jiraporn Junla. (2023) Have you been falling in love?: An analysis of coffee shop brand love in Thailand. Journal of Foodservice Business Research 0:0, pages 1-26.
Read now
Terence Motsi. (2023) Are negative marketing events evaluated equally: the role of service characteristics and brand positioning. Journal of Marketing Theory and Practice 0:0, pages 1-19.
Read now
Julien Cusin & Michaël Flacandji. (2022) How can organizational tolerance toward frontline employees’ errors help service recovery?. Journal of Personal Selling & Sales Management 42:2, pages 91-106.
Read now
Jiao Feng, Jing Lyu, Hui Li & Qiang Lu. (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, pages 37-52.
Read now

Articles from other publishers (4)

Ramakrishna Salagrama, Sanjeev Prashar & Sai Vijay Tata. (2021) Examining the influence of forgiveness and its antecedents on consumer behavior: the moderating role of service failure severity. International Journal of Emerging Markets 18:10, pages 3973-3994.
Crossref
Yungchul Kim, Ting Hin Ho, Lay Peng Tan & Riza Casidy. (2023) Factors influencing consumer forgiveness: a systematic literature review and directions for future research. Journal of Service Theory and Practice 33:5, pages 601-628.
Crossref
Mengmeng Song, Huixian Zhang, Xinyu Xing & Yucong Duan. (2023) Appreciation vs. apology: Research on the influence mechanism of chatbot service recovery based on politeness theory. Journal of Retailing and Consumer Services 73, pages 103323.
Crossref
Rana Muhammad Umar & Salman Saleem. (2022) Employee emotional competence and service recovery satisfaction: the mediating role of consumer forgiveness. British Food Journal 124:13, pages 445-459.
Crossref

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.