Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?-Reference-Cited by-同舟云学术

Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?

Author:

Rasouli Nasrin¹^ORCID,Rasoolimanesh S. Mostafa²^ORCID,Rahmani Atousa Kamangar³^ORCID,Momayez Ayatollah⁴^ORCID,Torabi Mohammad Amin⁵^ORCID

Affiliation:

1. Department of Economics and Management, Urmia University, West Azerbaijan, Iran

2. Centre for Research and Innovation in Tourism (CRiT) & School of Hospitality, Tourism and Events Taylor’s University, Subang Jaya, Malaysia

3. Department of Management, Islamic Azad University, Tehran, Iran

4. Faculty Member, Faculty of Entrepreneurship, University of Tehran, Tehran, Iran

5. Ph.D. in Business Management, Faculty of Management, University of Tehran, Tehran, Iran

Publisher

Informa UK Limited

Subject

Marketing,Tourism, Leisure and Hospitality Management,Management Information Systems

Link

Reference114 articles.

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