Erschienen in:
Journal of Consumer Affairs, 56 (2022) 1, Seite 465-486
Sprache:
Englisch
DOI:
10.1111/joca.12433
ISSN:
0022-0078;
1745-6606
Entstehung:
Anmerkungen:
Beschreibung:
<jats:title>Abstract</jats:title><jats:p>This research investigates the effect of religiosity on customers' response to service failure. In three studies, the authors provided evidence to the mediating role of belief‐in‐fate in explaining the effects of religiosity on customers' responses after service failure. The overall model religiosity → belief‐in‐fate → forgiveness → emotional well‐being is investigated in non‐social (study 1) and social (study 2) contexts of service failure. Religiosity corresponded with higher levels of belief‐in‐fate, leading to lower levels of customers' dissatisfaction (study 1) and higher levels of customer's forgiveness (study 2), both leading to a positive significant effect on consumers' emotional well‐being. To test the robustness of the model, religiosity was both measured (studies 1 and 2) and manipulated (study 3). Additionally, the moderating effect of interpersonal justice was ruled out (study 3). The effect of religiosity on belief‐in‐fate and forgiveness was not moderated by interpersonal justice. Theoretical and practical implications are discussed.</jats:p>