Service Failure and Recovery: The Role of Customer Forgiveness and Perceived Justice in Customers’ Coping Behaviors
Bibliographic record
Abstract
<em>This research investigated the role of customer forgiveness as the underlying mechanism of the effect of service failure severity on customers’ coping behaviors. It also investigated the moderating role of customers’ justice perceptions in the proposed model. The findings showed that customer forgiveness is essential in mending the relationships and lowering customer avoidance. Customer forgiveness was less negatively affected by service failure severity when customer perceived service providers’ recovery efforts with higher levels of justice. Additionally, this research explored the moderating effects of three dimensions of justice on the relationship between service failure severity and customer forgiveness. The findings demonstrated that the higher levels of distributive justice weakened the negative effect of service failure severity on customer forgiveness, especially when customer perceived lower levels of interactional justice. However, such effect was lessened when customer perceived higher levels of interactional justice.</em>
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.000 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.001 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".