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Scopus 🔓 Açık Erişim YÖKSİS DOI Eşleşti SJR Q3

EXAMINING REVENGE AND FORGIVENESS INTENTIONS IN RESPONSE TO SERVICE FAILURES: INSIGHTS FROM THE HOSPITALITY INDUSTRY

Tourism and Hospitality Management · Ocak 2025

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YÖKSİS Kayıtları
Xamining revenge and forgiveness intentions in response to service failures: Insights from the hospitality industry
Tourism and hospitality management · 2025
Dr. Öğr. Üyesi ENGİN TENGİLİMOĞLU →
YÖKSİS ISSN Eşleşmesi

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YÖKSİS Kayıtları — ISSN Eşleşmesi
Xamining revenge and forgiveness intentions in response to service failures: Insights from the hospitality industry
2025 ISSN: 1330-7533 Q3
Dr. Öğr. Üyesi ENGİN TENGİLİMOĞLU →

Makale Bilgileri

Dergi Tourism and Hospitality Management
ISSN13307533
Yayın TarihiOcak 2025
Cilt / Sayfa31 · 613-628
DOI10.20867/thm.31.4.9
Scopus ID2-s2.0-105028603280
Erişim🔓 Açık Erişim
Özet Purpose – This study examines the impact of recovery methods and service failure severity on revenge and forgiveness intentions following service failures, within the framework of appraisal theory. Methodology/Design/Approach – A recall approach was employed to conduct online surveys, prompting respondents to reflect on service failures experienced in the past six months. The collected data was analyzed using structural equation modeling. Findings – The study found that apology, compensation, and failure severity influence the recovery satisfaction. This, in turn, has a positive effect on forgiveness intentions and a negative effect on revenge intentions. Moreover, failure severity negatively affects forgiveness intentions and positively affects revenge intentions. In terms of forgiveness intentions, recovery satisfaction is more influential, while in terms of revenge intentions, failure severity is more influential. Originality of the research – This research provides new insights into consumer forgiveness and revenge intentions in the hospitality context, with a particular focus on the effect of failure severity, which has been neglected in previous studies.

Yazarlar (1)

1
Engin Tengilimoglu
ORCID: 0000-0001-7080-6147

Anahtar Kelimeler

Failure Severity Forgiveness Intentions Revenge Intentions Service Failures

Kurumlar

Selçuk Üniversitesi
Selçuklu Turkey
Scimago Dergi (ISSN Eşleşmesi)
Tourism and Hospitality Management
Q3 OA
SJR Skoru0,322
H-Index25
YayıncıUniversity of Rijeka
ÜlkeCroatia
Geography, Planning and Development (Q3)
Tourism, Leisure and Hospitality Management (Q3)
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Sistemimizdeki Yazarlar

ET
ENGİN TENGİLİMOĞLU
Dr. Öğr. Üyesi

Hızlı Erişim

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