:::

詳目顯示

回上一頁
題名:懲罰效果對於消費者信任恢復的影響機制
作者:施權峰
作者(外文):Chuan-Feng Shih
校院名稱:國立臺灣大學
系所名稱:國際企業學研究所
指導教授:黃恆獎
學位類別:博士
出版日期:2022
主題關鍵詞:懲罰原諒和解信任恢復關係強度自我建構威權主義PunishmentForgivenessReconciliationTrust recoveryRelationship strengthSelf-construalAuthoritarianism
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:4
本研究主要目的在建立一個完整的概念性模型,藉此來描述消費者遭遇廠商的信任背叛後其信任恢復的機制為何。過去文獻針對違法企業經第三方懲罰後,消費者與其關係恢復機制的探討甚少。至今為止,我們仍對懲罰效果對消費者後續認知與情感反應的影響為何知之甚少。本研究透過整合報應正義理論與威懾理論,提出一個概念性模型,藉此幫助我們了解上述問題。除此之外,本研究還同時考慮了不同層次的條件因素,對整個恢復機制的影響,從而成功地消除了過往研究結果的不一致。總體來說,本研究為懲罰與重建信任之間的關係提供了一個合理的解釋,可以適度填補此領域的研究缺口。同時,本研究成果也延伸現有負面事件和消費者反應的相關知識,為該領域未來的研究發展奠定了基礎。
This study aims to establish a completely integrated model that describes the consumer’s trust-recovery mechanism after trust transgressions. So far, little is known regarding the consumers’ relationship-recovery mechanism following government-imposed punishment on law-violating firms, let alone the effect of punishment on consumers’ subsequent cognitive and emotive response. By integrating retributive justice theory and deterrence theory, the conceptual model presented by this study could help us understand consumers’ cognitive reactions to subsequent penalty imposed on unethical corporate conducts after trust transgressions. In addition, this study also considers the influence of conditional factors at different levels on the entire recovery mechanism, thereby successfully eliminating the inconsistency of previous literature results. That is, the study provides a reasonable explanation for the relationship between punishment and reconstructive trust. The results of this study can fill the research gap in this field. Meanwhile, the findings also deepen the extant literature in negative events and consumers’ responses and lay the basis for future extended research in this discipline.
Aaker, J., Fournier, S., & Brasel, S. A. (2004). When good brands do bad. Journal of Consumer Research, 31(1), 1-16.
Aaker, J., & Schmitt, B. (2001). Culture-dependent assimilation and differentiation of the self: Preferences for consumption symbols in the United States and China. Journal of Cross-Cultural Psychology, 32(5), 561-576.
Adams, J. S. (1965). Inequity in social exchange. Advances in Experimental Social Psychology, 2, 267-299.
Agarwal, P. (2004). The effects of Brand relationship norms on Customer attitudes and behaviours. Journal of Consumer Research, 3(1), 87-101.
Ahluwalia, R., Burnkrant, R. E., & Unnava, H. R. (2000). Consumer response to negative publicity: The moderating role of commitment. Journal of Marketing Research, 37(2), 203-214.
Altemeyer, B. (1983). Right-wing authoritarianism. University of Manitoba Press.
Altemeyer, B. (1988). Enemies of freedom: Understanding right-wing authoritarianism. Jossey-Bass.
Altemeyer, B., & Hunsberger, B. (1992). Authoritarianism, religious fundamentalism, quest, and prejudice. The International Journal for the Psychology of Religion, 2(2), 113-133.
Anderson, N. H. (1971). Integration theory and attitude change. Psychological Review, 78(3), 171-206.
Anderson, N. H. (1990). A cognitive theory of judgment and decision. In N. H. Anderson (Ed.), Contributions to information integration theory (pp. 105-142). Lawrence Erlbaum Associates, Inc.
Aquino, K., Grover, S. L., Goldman, B., & Folger, R. (2003). When push doesn't come to shove: Interpersonal forgiveness in workplace relationships. Journal of Management Inquiry, 12(3), 209-216.
Aquino, K., Tripp, T. M., & Bies, R. J. (2001). How employees respond to personal offense: The effects of blame attribution, victim status, and offender status on revenge and reconciliation in the workplace. Journal of Applied Psychology, 86(1), 52-59.
Aquino, K., Tripp, T. M., & Bies, R. J. (2006). Getting even or moving on? Power, procedural justice, and types of offense as predictors of revenge, forgiveness, reconciliation, and avoidance in organizations. Journal of Applied Psychology, 91(3), 653-668.
Aron, A., Aron, E. N., & Smollan, D. (1992). Inclusion of other in the self scale and the structure of interpersonal closeness. Journal of Personality and Social Psychology, 63(4), 596-612.
Atkinson, D. J., & Field, D. H. (1995). New Dictionary of Christian Ethics and Pastoral Theology. Inter-Varsity Press.
Banerjee, A. V. (1992). A simple model of herd behavior. The Quarterly Journal of Economics, 107(3), 797-817.
Bansal, G., & Zahedi, F. M. (2015). Trust violation and repair: The information privacy perspective. Decision Support Systems, 71, 62-77.
Barnett, R. E. (1977). Restitution: A new paradigm of criminal justice. Ethics, 87(4), 279-301.
Basso, K., & Pizzutti, C. (2016). Trust recovery following a double deviation. Journal of Service Research, 19(2), 209-223.
Batson, C. D. (1997). Self–other merging and the empathy–altruism hypothesis: Reply to Neuberg et al.(1997). Journal of Personality and Social Psychology, 73(3), 517-522.
Baumeister, R. F., Exline, J. J., & Sommer, K. L. (1998). The victim role, grudge theory, and two dimensions of forgiveness. In W. Jr. (Ed.), Dimensions of forgiveness: Psychological research and theological perspectives (pp. 79-104). Templeton Foundation Press.
Bies, R. J. (1987). The predicament of injustice: The management of moral outrage. Research in Organizational Behavior, 9, 289-319.
Bies, R. J. (1993). Privacy and procedural justice in organizations. Social Justice Research, 6(1), 69-86.
Bies, R. J., & Tripp, T. M. (1996). Beyond distrust: "Getting even" and the need for revenge. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 246-260). Sage.
Bies, R. J., Tripp, T. M., & Kramer, R. M. (1997). At the breaking point: Cognitive and social dynamics of revenge in organizations. In R. A. Giacalone & J. Greenberg (Eds.), Antisocial behavior in organizations (pp. 18-36). Sage Publications.
Bolton, R. N., Parasuraman, A., Hoefnagels, A., Migchels, N., Kabadayi, S., Gruber, T., Loureiro, Y. K., & Solnet, D. (2013). Understanding Generation Y and their use of social media: a review and research agenda. Journal of Service Management, 24(3), 245–267.
Bradfield, M., & Aquino, K. (1999). The effects of blame attributions and offender likableness on forgiveness and revenge in the workplace. Journal of Management, 25(5), 607-631.
Cameron, K., & Caza, A. (2002). Organizational and leadership virtues and the role of forgiveness. Journal of Leadership & Organizational Studies, 9(1), 33-48.
Caporael, L. R., Dawes, R. M., Orbell, J. M., & Van de Kragt, A. J. (1989). Selfishness examined: Cooperation in the absence of egoistic incentives. Behavioral and Brain Sciences, 12(4), 683-699.
Carlsmith, K. M. (2006). The roles of retribution and utility in determining punishment. Journal of Experimental Social Psychology, 42(4), 437-451.
Carlsmith, K. M., & Darley, J. M. (2008). Psychological aspects of retributive justice. Advances in Experimental Social Psychology, 40, 193-236.
Carlsmith, K. M., Darley, J. M., & Robinson, P. H. (2002). Why do we punish?: Deterrence and just deserts as motives for punishment. Journal of Personality and Social Psychology, 83(2), 284-299.
Carroll, J. S., Perkowitz, W. T., Lurigio, A. J., & Weaver, F. M. (1987). Sentencing goals, causal attributions, ideology, and personality. Journal of Personality and Social Psychology, 52(1), 107-118.
Casidy, R., & Shin, H. (2015). The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions. Journal of Retailing and Consumer Services, 27, 103-112.
Chebat, J.-C., & Slusarczyk, W. (2005). How emotions mediate the effects of perceived justice on loyalty in service recovery situations: An empirical study. Journal of Business Research, 58(5), 664-673.
Chen, Y., Ganesan, S., & Liu, Y. (2009). Does a firm's product-recall strategy affect its financial value? An examination of strategic alternatives during product-harm crises. Journal of Marketing, 73(6), 214-226.
Choi, J. P. (1997). Herd behavior, the" penguin effect," and the suppression of informational diffusion: an analysis of informational externalities and payoff interdependency. The Rand Journal of Economics, 28(3), 407-425.
Chung, E., & Beverland, M. (2006). An exploration of consumer forgiveness following marketer transgressions. Advances in Consumer Research, 33, 98–99.
Cialdini, R. B., Brown, S. L., Lewis, B. P., Luce, C., & Neuberg, S. L. (1997). Reinterpreting the empathy–altruism relationship: When one into one equals oneness. Journal of Personality and Social Psychology, 73(3), 481-494.
Clark, M. S., & Mils, J. (1993). The difference between communal and exchange relationships: What it is and is not. Personality and Social Psychology Bulletin, 19(6), 684-691.
Cleeren, K., Dekimpe, M. G., & van Heerde, H. J. (2017). Marketing research on product-harm crises: a review, managerial implications, and an agenda for future research. Journal of the Academy of Marketing Science, 45(5), 593-615.
Cleeren, K., Van Heerde, H. J., & Dekimpe, M. G. (2013). Rising from the ashes: How brands and categories can overcome product-harm crises. Journal of Marketing, 77(2), 58-77.
Colquitt, J. A. (2004). Does the justice of the one interact with the justice of the many? Reactions to procedural justice in teams. Journal of Applied Psychology, 89(4), 633-646.
Cornish, D. B., & Clarke, R. V. (2014). The reasoning criminal: Rational choice perspectives on offending. Transaction Publishers.
Cross, S. E., & Madson, L. (1997). Models of the self: self-construals and gender. Psychological Bulletin, 122(1), 5-37.
Danielian, J. (1996). Neurosis and Human Growth. American Journal of Psychoanalysis, 56(2), 226-229.
Darley, J. M., & Pittman, T. S. (2003). The psychology of compensatory and retributive justice. Personality and Social Psychology Review, 7(4), 324-336.
Dawar, N., & Pillutla, M. M. (2000). Impact of product-harm crises on brand equity: The moderating role of consumer expectations. Journal of Marketing Research, 37(2), 215-226.
De Matos, C. A., Henrique, J. L., & Alberto Vargas Rossi, C. (2007). Service recovery paradox: A meta-analysis. Journal of Service Research, 10(1), 60-77.
Dirks, K. T., Lewicki, R. J., & Zaheer, A. (2009). Reparing relationships within and between organizations: Building a conceptual foundation. Academy of Management Review, 34(1), 68-84.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61(2), 35-51.
Doty, R. M., Peterson, B. E., & Winter, D. G. (1991). Threat and authoritarianism in the United States, 1978–1987. Journal of Personality and Social Psychology, 61(4), 629-640.
Dunn, L., & Dahl, D. W. (2012). Self-threat and product failure: How internal attributions of blame affect consumer complaining behavior. Journal of Marketing Research, 49(5), 670-681.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing Buyer-Seller Relationships. Journal of Marketing, 51(2), 11-27.
Eilert, M., Jayachandran, S., Kalaignanam, K., & Swartz, T. A. (2017). Does it pay to recall your product early? An empirical investigation in the automobile industry. Journal of Marketing, 81(3), 111-129.
Elangovan, A., Auer-Rizzi, W., & Szabo, E. (2007). Why don't I trust you now? An attributional approach to erosion of trust. Journal of Managerial Psychology, 22(1), 4-24.
Elangovan, A., Auer-Rizzi, W., & Szabo, E. (2015). It’s the act that counts: Minimizing post-violation erosion of trust. Leadership & Organization Development Journal, 36(1), 81-96.
Enright, R. D. (1994). Piaget on the moral development of forgiveness: Identity or reciprocity? Human Development, 37(2), 63-80.
Enright, R. D. (1996). Counseling within the forgiveness triad: On forgiving, receiving forgiveness, and self‐forgiveness. Counseling and Values, 40(2), 107-126.
Enright, R. D., Gassin, E. A., & Wu, C. R. (1992). Forgiveness: A developmental view. Journal of Moral Education, 21(2), 99-114.
Enright, R. D., & Group, T. H. D. S. (1991). The moral development of forgiveness. In W. Kurtines & J. Gewritz (Eds.), Handbook of moral behavior and development (Vol. 1, pp. 123-152). Erlbaum.
Enright, R. D., Santos, M. J., & Al-Mabuk, R. (1989). The adolescent as forgiver. Journal of Adolescence, 12(1), 95-110.
Eriksson, G., & Eriksson, M. (2012). Managing political crisis: An interactional approach to “image repair”. Journal of Communication Management, 16(3), 264-279.
Escalas, J. E., & Bettman, J. R. (2009). Celebrity endorsement and self-brand connections. In A. L. McGill & S. Shavitt (Eds.), ACR North American advances (Vol. 36, pp. 45-48). Association for Consumer Research.
Feather, N. T. (1990). Bridging the gap between values and actions: Recent applications of the expectancy-value model. In R. Sorrentino & E. T. Higgins (Eds.), Handbook of motivation and cognition: Foundations of social behavior (Vol. 2, pp. 151-192). Guilford Press.
Feather, N. T. (1992). Values, valences, expectations, and actions. Journal of Social Issues, 48(2), 109-124.
Feather, N. T. (1994). Human values and their relation to justice. Journal of Social Issues, 50(4), 129-151.
Feather, N. T. (1995). Values, valences, and choice: The influences of values on the perceived attractiveness and choice of alternatives. Journal of Personality and Social Psychology, 68(6), 1135-1151.
Feather, N. T. (1996). Reactions to penalties for an offense in relation to authoritarianism, values, perceived responsibility, perceived seriousness, and deservingness. Journal of Personality and Social Psychology, 71(3), 571-587.
Feather, N. T. (1998). Reactions to penalties for offenses committed by the police and public citizens: Testing a social–cognitive process model of retributive justice. Journal of Personality and Social Psychology, 75(2), 528-544.
Feather, N. T. (1999). Judgments of deservingness: Studies in the psychology of justice and achievement. Personality and Social Psychology Review, 3(2), 86-107.
Feather, N. T., Boeckmann, R. J., & McKee, I. R. (2001). Reactions to an offense in relation to authoritarianism, knowledge about risk, and freedom of action. European Journal of Social Psychology, 31(2), 109-126.
Feather, N. T., & Deverson, N. H. (2000). Reactions to a Motor‐Vehicle Accident in Relation to Mitigating Circumstances and the Gender and Moral Worth of the Driver1. Journal of Applied Social Psychology, 30(1), 77-95.
Feather, N. T., & Souter, J. (2002). Reactions to mandatory sentences in relation to the ethnic identity and criminal history of the offender. Law and Human Behavior, 26(4), 417-438.
Fehr, E., & Fischbacher, U. (2004). Third-party punishment and social norms. Evolution and Human Behavior, 25(2), 63-87.
Fehr, E., & Gächter, S. (2002). Altruistic punishment in humans. Nature, 415, 137-140.
Feigenson, N. R. (1997). Sympathy and Legal Judgment: A Psychological Anaylsis. Tennessee Law Review, 65, 1-78.
Felson, R. B., & Tedeschi, J. T. (1993). A social interactionist approach to violence: Cross-cultural applications. Violence and Victims, 8(3), 295-310.
Felstiner, W. L., Abel, R. L., & Sarat, A. (1980-1981). The Emergence and Transformation of Disputes: Naming, Blaming, Claiming. Law and Society Review, 15(3/4), 631-654.
Ferrin, D. L., Kim, P. H., Cooper, C. D., & Dirks, K. T. (2007). Silence speaks volumes: the effectiveness of reticence in comparison to apology and denial for responding to integrity-and competence-based trust violations. Journal of Applied Psychology, 92(4), 893-908.
Finkel, E. J., Rusbult, C. E., Kumashiro, M., & Hannon, P. A. (2002). Dealing with betrayal in close relationships: Does commitment promote forgiveness? Journal of Personality and Social Psychology, 82(6), 956-974.
Freedman, S. (1998). Forgiveness and reconciliation: The importance of understanding how they differ. Counseling and Values, 42(3), 200-216.
Freedman, S. R., & Enright, R. D. (1996). Forgiveness as an intervention goal with incest survivors. Journal of Consulting and Clinical Psychology, 64(5), 983-992.
Fuller, M., & Mayer, R. (2002). Re-establishing trust: The importance of catharsis in the trust rebuilding process. In Annual Meeting of the Academy of Management, Denver.
Funches, V., Markley, M., & Davis, L. (2009). Reprisal, retribution and requital: Investigating customer retaliation. Journal of Business Research, 62(2), 231-238.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19.
Gelbrich, K. (2010). Anger, frustration, and helplessness after service failure: coping strategies and effective informational support. Journal of the Academy of Marketing Science, 38(5), 567-585.
Gibbs, J. P. (1968). Crime, punishment, and deterrence. The Southwestern Social Science Quarterly, 48(4), 515-530.
Gijsenberg, M. J., Van Heerde, H. J., & Verhoef, P. C. (2015). Losses loom longer than gains: Modeling the impact of service crises on perceived service quality over time. Journal of Marketing Research, 52(5), 642-656.
Gillespie, N., & Dietz, G. (2009). Trust repair after an organization-level failure. Academy of Management Review, 34(1), 127-145.
Goles, T., Rao, S. V., Lee, S., & Warren, J. (2009). Trust violation in electronic commerce: Customer concerns and reactions. Journal of Computer Information Systems, 49(4), 1-9.
Gore, J. S., & Cross, S. E. (2006). Pursuing goals for us: Relationally autonomous reasons in long-term goal pursuit. Journal of Personality and Social Psychology, 90(5), 848.
Grégoire, Y., & Fisher, R. J. (2006). The effects of relationship quality on customer retaliation. Marketing Letters, 17(1), 31-46.
Grégoire, Y., & Fisher, R. J. (2008). Customer betrayal and retaliation: When your best customers become your worst enemies. Journal of the Academy of Marketing Science, 36(2), 247-261.
Grover, S. L., Hasel, M. C., Manville, C., & Serrano-Archimi, C. (2014). Follower reactions to leader trust violations: A grounded theory of violation types, likelihood of recovery, and recovery process. European Management Journal, 32(5), 689-702.
Guckian, M. L., Chapman, D. A., Lickel, B., & Markowitz, E. M. (2018). “A few bad apples” or “rotten to the core”: Perceptions of corporate culture drive brand engagement after corporate scandal. Journal of Consumer Behaviour, 17(1), e29-e41.
Hampton, J. (1988). Forgiveness, resentment and hatred. In J. G. Murphy & J. Hampton (Eds.), Forgiveness and mercy (pp. 35-87). Cambridge University Press.
Hasaballah, A. H. A., Genc, O. F., Mohamad, O. B., & Ahmed, Z. U. (2019). How do relational variables affect export performance? Evidence from Malaysian exporters. Asia Pacific Journal of Marketing and Logistics, 53(5), 687-692.
Hegner, S. M., Fetscherin, M., & Van Delzen, M. (2017). Determinants and outcomes of brand hate. Journal of Product & Brand Management, 26(1), 13-25.
Heider, F. (2013). The psychology of interpersonal relations. Psychology Press.
Hess Jr, R. L., Ganesan, S., & Klein, N. M. (2003). Service failure and recovery: the impact of relationship factors on customer satisfaction. Journal of the Academy of Marketing Science, 31(2), 127-145.
Hibbard, J. D., Kumar, N., & Stern, L. W. (2001). Examining the impact of destructive acts in marketing channel relationships. Journal of Marketing Research, 38(1), 45-61.
Ho, M. Y., & Fung, H. H. (2011). A dynamic process model of forgiveness: A cross-cultural perspective. Review of General Psychology, 15(1), 77-84.
Hogan, R., & Emler, N. P. (1981). Retributive justice. In M. J. Lerner & S. C. Lerner (Eds.), The justice motive in social behavior (pp. 125-143). Springer.
Hogarth, J. (1971). Sentencing as a human process (Vol. 1). University of Toronto Press.
Holloway, B. B., & Beatty, S. E. (2003). Service failure in online retailing: A recovery opportunity. Journal of Service Research, 6(1), 92-105.
Horsbrugh, H. (1974). Forgiveness. Canadian Journal of Philosophy, 4(2), 269-282.
Horton, D., & Richard Wohl, R. (1956). Mass communication and para-social interaction: Observations on intimacy at a distance. Psychiatry, 19(3), 215-229.
Hu, Q., Xu, Z., Dinev, T., & Ling, H. (2011). Does deterrence work in reducing information security policy abuse by employees? Communications of the Association for Computing Machinery, 54(6), 54-60.
Jones, E. E., & Davis, K. E. (1965). From acts to dispositions the attribution process in person perception. Advances in Experimental Social Psychology, 2, 219-266.
Jones, T., & Taylor, S. F. (2012). Service loyalty: Accounting for social capital. Journal of Services Marketing, 26(1), 60-75.
Kalaignanam, K., Kushwaha, T., & Eilert, M. (2013). The impact of product recalls on future product reliability and future accidents: Evidence from the automobile industry. Journal of Marketing, 77(2), 41-57.
Kampmeier, C., & Simon, B. (2001). Individuality and group formation: The role of independence and differentiation. Journal of Personality and Social Psychology, 81(3), 448-462.
Kerrigan, F., Brownlie, D., Hewer, P., & Daza-LeTouze, C. (2011). ‘Spinning’Warhol: Celebrity brand theoretics and the logic of the celebrity brand. Journal of Marketing Management, 27(13-14), 1504-1524.
Khamitov, M., Grégoire, Y., & Suri, A. (2020). A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights. Journal of the Academy of Marketing Science, 48, 519-542.
Kim, P. H., Dirks, K. T., & Cooper, C. D. (2009). The repair of trust: A dynamic bilateral perspective and multilevel conceptualization. Academy of Management Review, 34(3), 401-422.
Kim, P. H., Ferrin, D. L., Cooper, C. D., & Dirks, K. T. (2004). Removing the shadow of suspicion: The effects of apology versus denial for repairing competence-versus integrity-based trust violations. Journal of Applied Psychology, 89(1), 104-118.
Kim, S. H., & Smith, R. H. (1993). Revenge and conflict escalation. Negotiation Journal, 9(1), 37-43.
Klein, J., & Dawar, N. (2004). Corporate social responsibility and consumers' attributions and brand evaluations in a product–harm crisis. International journal of research in marketing, 21(3), 203-217.
Kähr, A., Nyffenegger, B., Krohmer, H., & Hoyer, W. D. (2016). When hostile consumers wreak havoc on your brand: The phenomenon of consumer brand sabotage. Journal of Marketing, 80(3), 25-41.
Kramer, R. M. (1996). Divergent realities and convergent disappointments in the hierarchic relation: Trust and the intuitive auditor at work. RM Kramer. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 216–245). Sage.
Kramer, R. M., & Lewicki, R. J. (2010). Repairing and enhancing trust: Approaches to reducing organizational trust deficits. Academy of Management annals, 4(1), 245-277.
Lancendorfer, K. M. (2014). Pet Food Panic: Procter and Gamble’s Use of Crisis Response Advertising (CRA) in Recall Crisis. Corporate Reputation Review, 17(2), 94-113.
Lazarus, R. S. (1991). Emotion and adaptation. Oxford University Press.
Lee, S., Winterich, K. P., & Ross Jr, W. T. (2014). I'm moral, but I won't help you: The distinct roles of empathy and justice in donations. Journal of Consumer Research, 41(3), 678-696.
Lei, J., Dawar, N., & Gürhan-Canli, Z. (2012). Base-rate information in consumer attributions of product-harm crises. Journal of Marketing Research, 49(3), 336-348.
Lei, J., Dawar, N., & Lemmink, J. (2008). Negative spillover in brand portfolios: Exploring the antecedents of asymmetric effects. Journal of Marketing, 72(3), 111-123.
Lerner, M. J., & Miller, D. T. (1978). Just world research and the attribution process: Looking back and ahead. Psychological Bulletin, 85(5), 1030-1051.
Lewicki, R. J., & Bunker, B. B. (1995). Trust in relationships: A model of development and decline. In B. B. Bunker, J. Z. Rubin, & Associates (Eds.), Conflict, cooperation, and justice: Essays inspired by the work of Morton Deutsch (pp. 133-173). Jossey-Bass.
Lewicki, R. J., & Bunker, B. B. (1996). Developing and maintaining trust in work relationships. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 114-139). Sage Publications.
Lewicki, R. J., & Wiethoff, C. (2000). Trust, trust development, and trust repair. In M. Deutsch & P. T. Coleman (Eds.), The handbook of conflict resolution: Theory and practice (Vol. 1, pp. 86-107). Jossey-Bass.
Lewin, K. (1936). Principles of topological psychology. McGraw-Hill.
Lewin, K. (1951). Field theory in social science. Harper.
Lewis, J. D., & Weigert, A. (1985). Trust as a social reality. Social forces, 63(4), 967-985.
Lin, J. S., & Sung, Y. (2014). Nothing can tear us apart: The effect of brand identity fusion in consumer–brand relationships. Psychology & Marketing, 31(1), 54-69.
Magnusson, P., Krishnan, V., Westjohn, S. A., & Zdravkovic, S. (2014). The spillover effects of prototype brand transgressions on country image and related brands. Journal of International Marketing, 22(1), 21-38.
Markus, H. R., & Kitayama, S. (1991). Culture and the self: Implications for cognition, emotion, and motivation. Psychological review, 98(2), 224-253.
Mattila, A. S. (2009). How to handle PR disasters? An examination of the impact of communication response type and failure attributions on consumer perceptions. Journal of Services Marketing, 23(4), 211-218.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734.
McCullough, M. E., Exline, J. J., & Baumeister, R. F. (1998). An annotated bibliography of research on forgiveness and related concepts. In E. L. Worthington (Ed.), Dimensions of forgiveness: Psychological research and theological perspectives (pp. 193-317). Templeton Press.
McCullough, M. E., Rachal, K. C., Sandage, S. J., Worthington Jr, E. L., Brown, S. W., & Hight, T. L. (1998). Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement. Journal of Personality and Social Psychology, 75(6), 1586-1603.
McCullough, M. E., & Worthington, E. L. (1995). Promoting forgiveness: A comparison of two brief psychoeducational group interventions with a waiting‐list control. Counseling and Values, 40(1), 55-68.
McCullough, M. E., Worthington Jr, E. L., & Rachal, K. C. (1997). Interpersonal forgiving in close relationships. Journal of Personality and Social Psychology, 73(2), 321-336.
McCutcheon, L. E., Ashe, D. D., Houran, J., & Maltby, J. (2003). A cognitive profile of individuals who tend to worship celebrities. The Journal of psychology, 137(4), 309-322.
McFatter, R. M. (1978). Sentencing strategies and justice: Effects of punishment philosophy on sentencing decisions. Journal of Personality and Social Psychology, 36(12), 1490-1500.
McQuilken, L., Robertson, N., & Polonsky, M. (2017). Recovering from other-customer-caused failure: The effect on focal customer complaining. Journal of Hospitality Marketing & Management, 26(1), 83-104.
Miller, D. T., & Vidmar, N. (1981). The social psychology of punishment reactions. In S. Lerner & M. Lerner (Eds.), The justice motive in social behavior (pp. 145-172). Springer.
Montgomery, N. V., Raju, S., Desai, K. K., & Unnava, H. R. (2018). When good consumers turn bad: Psychological contract breach in committed brand relationships. Journal of Consumer Psychology, 28(3), 437-449.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38.
Morrill, C. (1992). Vengeance among executives. In J. Tucker & D. Black (Eds.), Virginia review of sociology: Law and conflict management (Vol. 1, pp. 51-76). JAI Press.
Muhammad, L., Mahadi, B., & Hussin, N. (2017). Influence of social capital on customer’s relationship satisfaction in the Pakistani banking industry. Asia Pacific Journal of Marketing and Logistics, 29(5), 1036-1054.
Murphy, J. G. (1982). Forgiveness and resentment. Midwest Studies in Philosophy, 7(1), 503-516.
Murphy, J. G. (1988). Forgiveness, mercy, and the retributive emotions. Criminal Justice Ethics, 7(2), 3-15.
Nagin, D. S., & Pogarsky, G. (2001). Integrating celerity, impulsivity, and extralegal sanction threats into a model of general deterrence: Theory and evidence. Criminology, 39(4), 865-892.
Neuman, J. H., & Baron, R. A. (1997). Aggression in the workplace. In R. A. Giacalone & J. Greenberg (Eds.), Antisocial behavior in organizations (pp. 37-67). Sage Publications.
North, J. (1987). Wrongdoing and forgiveness. Philosophy, 62(242), 499-508.
O'Guinn, T. C. (1991). Touching greatness: The central midwest Barry Manilow fan club. In R. Belk (Ed.), Highways and buyways: Naturalistic research from the consumer behavior odyssey (pp. 102-111). Association for Consumer Research.
Palanski, M. E. (2012). Forgiveness and reconciliation in the workplace: A multi-level perspective and research agenda. Journal of Business Ethics, 109(3), 275-287.
Park, C. W., MacInnis, D. J., Priester, J., Eisingerich, A. B., & Iacobucci, D. (2010). Brand attachment and brand attitude strength: Conceptual and empirical differentiation of two critical brand equity drivers. Journal of Marketing, 74(6), 1-17.
Paulssen, M., & Bagozzi, R. P. (2014). Customer coping in response to relationship transgressions: An attachment theoretic approach. In D. J. Macinnis, C. W. Park, & J. W. Priester (Eds.), Handbook of brand relationships (pp. 358–376). Routledge.
Peterson, B. E., Doty, R. M., & Winter, D. G. (1993). Authoritarianism and attitudes toward contemporary social issues. Personality and Social Psychology Bulletin, 19(2), 174-184.
Poston, J. M., Hanson, W. E., & Schwiebert, V. (2012). The relationship between episodic and dispositional forgiveness, psychosocial development, and counseling. Counseling and Values, 57(2), 181-198.
Rasoulian, S., Grégoire, Y., Legoux, R., & Sénécal, S. (2017). Service crisis recovery and firm performance: Insights from information breach announcements. Journal of the Academy of Marketing Science, 45(6), 789-806.
Richards, N. (1988). Forgiveness. Ethics, 99(1), 77-97.
Ringberg, T., Odekerken-Schröder, G., & Christensen, G. L. (2007). A cultural models approach to service recovery. Journal of Marketing, 71(3), 194-214.
Rosenberg, M. (1979). Conceiving the self. Basic Books.
Rotman, J. D., Khamitov, M., & Connors, S. (2018). Lie, cheat, and steal: How harmful brands motivate consumers to act unethically. Journal of Consumer Psychology, 28(2), 353-361.
Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404.
Rubel, O., Naik, P. A., & Srinivasan, S. (2011). Optimal advertising when envisioning a product-harm crisis. Marketing Science, 30(6), 1048-1065.
Rusbult, C. E. (1980). Commitment and satisfaction in romantic associations: A test of the investment model. Journal of Experimental Social Psychology, 16(2), 172-186.
Rusbult, C. E., & Farrell, D. (1983). A longitudinal test of the investment model: The impact on job satisfaction, job commitment, and turnover of variations in rewards, costs, alternatives, and investments. Journal of Applied Psychology, 68(3), 429-438.
Rusbult, C. E., Verette, J., Whitney, G. A., Slovik, L. F., & Lipkus, I. (1991). Accommodation processes in close relationships: Theory and preliminary empirical evidence. Journal of Personality and Social Psychology, 60(1), 53-78.
Sayin, E., & Gürhan-Canlı, Z. (2015). Feeling attached to symbolic brands within the context of brand transgressions. Review of Marketing Research, 12, 233-256.
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An integrative model of organizational trust: Past, present, and future. Academy of Management Review, 32(2), 344–354.
Schwartz, S. H. (1992). Universals in the content and structure of values: Theoretical advances and empirical tests in 20 countries. In M. P. Zanna (Ed.), Advances in experimental social psychology (Vol. 25, pp. 1-65). Academic Press.
Schweitzer, M. E., Hershey, J. C., & Bradlow, E. T. (2006). Promises and lies: Restoring violated trust. Organizational Behavior and Human Decision Processes, 101(1), 1-19.
Shaver, K. (2012). The attribution of blame: Causality, responsibility, and blameworthiness. Springer Science & Business Media.
Shaver, K. G. (1970). Defensive attribution: Effects of severity and relevance on the responsibility assigned for an accident. Journal of Personality and Social Psychology, 14(2), 101-113.
Sheth, J. N., & Parvatlyar, A. (1995). Relationship marketing in consumer markets: Antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 255-271.
Shriver, D. W. (1995). An ethic for enemies: Forgiveness in politics. Oxford University Press.
Simon, H. A. (2000). Bounded rationality in social science: Today and tomorrow. Mind & Society, 1(1), 25-39.
Simsarian Webber, S., Bishop, K., & O'Neill, R. (2012). Trust repair: The impact of perceived organisational support and issue-selling. Journal of Management Development, 31(7), 724-737.
Singelis, T. M. (1994). The measurement of independent and interdependent self-construals. Personality and Social Psychology Bulletin, 20(5), 580-591.
Sinha, J., & Lu, F.-C. (2016). “I” value justice, but “we” value relationships: Self-construal effects on post-transgression consumer forgiveness. Journal of Consumer Psychology, 26(2), 265-274.
Sitkin, S. B., & Bies, R. J. (1993). Social accounts in conflict situations: Using explanations to manage conflict. Human Relations, 46(3), 349-370.
Skarlicki, D. P., & Folger, R. (1997). Retaliation in the workplace: The roles of distributive, procedural, and interactional justice. Journal of Applied Psychology, 82(3), 434-443.
Skitka, L. J., & Tetlock, P. E. (1993). Providing public assistance: Cognitive and motivational processes underlying liberal and conservative policy preferences. Journal of Personality and Social Psychology, 65(6), 1205-1223.
Slovic, P. (1993). Perceived risk, trust, and democracy. Risk analysis, 13(6), 675-682.
Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of Marketing research, 36(3), 356-372.
Solomon, R. C. (1995). A passion for justice: Emotions and the origins of the social contract. Rowman & Littlefield.
Stillwell, A. M., Baumeister, R. F., & Del Priore, R. E. (2008). We're all victims here: Toward a psychology of revenge. Basic and Applied Social Psychology, 30(3), 253-263.
Strelan, P., & Van Prooijen, J. W. (2013). Retribution and forgiveness: The healing effects of punishing for just deserts. European Journal of Social Psychology, 43(6), 544-553.
Strizhakova, Y., Tsarenko, Y., & Ruth, J. A. (2012). “I’m mad and I can’t get that service failure off my mind” coping and rumination as mediators of anger effects on customer intentions. Journal of Service Research, 15(4), 414-429.
Stuckless, N., & Goranson, R. (1992). The vengeance scale: Development of a measure of attitudes toward revenge. Journal of Social Behavior and Personality, 7(1), 25-42.
Sukoco, B. M., Hardi, H., & Qomariyah, A. (2018). Social capital, relational learning, and performance of suppliers. Asia Pacific Journal of Marketing and Logistics, 30(2), 417-437.
Surachartkumtonkun, J., Patterson, P. G., & McColl-Kennedy, J. R. (2013). Customer rage back-story: linking needs-based cognitive appraisal to service failure type. Journal of Retailing, 89(1), 72-87.
Takaku, S. (2001). The effects of apology and perspective taking on interpersonal forgiveness: A dissonance-attribution model of interpersonal forgiveness. The Journal of Social Psychology, 141(4), 494-508.
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. The Journal of Marketing, 6(2), 60-76.
Thirumalai, S., & Sinha, K. K. (2011). Product recalls in the medical device industry: An empirical exploration of the sources and financial consequences. Management Science, 57(2), 376-392.
Thomson, M. (2006). Human brands: Investigating antecedents to consumers’ strong attachments to celebrities. Journal of Marketing, 70(3), 104-119.
Tomlinson, E. C. (2012). The impact of apologies and promises on post-violation trust: The mediating role of interactional justice. International Journal of Conflict Management, 23(3), 224-247.
Tomlinson, E. C., Dineen, B. R., & Lewicki, R. J. (2004). The road to reconciliation: Antecedents of victim willingness to reconcile following a broken promise. Journal of Management, 30(2), 165-187.
Tomlinson, E. C., & Mryer, R. C. (2009). The role of causal attribution dimensions in trust repair. Academy of Management Review, 34(1), 85-104.
Tripp, T. M., & Bies, R. J. (1997). What's good about revenge? The avenger's perspective. In R. J. Lewicki, R. J. Bies, & B. H. Sheppard (Eds.), Research on negotiation in organizations (Vol. 6, pp. 145–160). JAI Press.
Tripp, T. M., Bies, R. J., & Aquino, K. (2002). Poetic justice or petty jealousy? The aesthetics of revenge. Organizational Behavior and Human Decision Processes, 89(1), 966-984.
Tripp, T. M., Bies, R. J., & Aquino, K. (2007). A vigilante model of justice: Revenge, reconciliation, forgiveness, and avoidance. Social Justice Research, 20(1), 10-34.
Trump, R. K. (2014). Connected consumers' responses to negative brand actions: The roles of transgression self-relevance and domain. Journal of Business Research, 67(9), 1824-1830.
Tsarenko, Y., & Rooslani Tojib, D. (2011). A transactional model of forgiveness in the service failure context: a customer-driven approach. Journal of Services Marketing, 25(5), 381-392.
Turner, G. (2013). Understanding celebrity. Sage Publications.
Tyler, T., & Kramer, R. M. (1996). Whither Trust. In R. M. Kramer & T. R. Tyler (Eds.), Trust in organizations: Frontiers of theory and research (pp. 1-15). Sage.
Tyler, T. R., & Dawes, R. M. (1993). Fairness in groups: Comparing the self-interest and social identity perspectives. In B. A. Mellers & J. Baron (Eds.), Psychological perspectives on justice: Theory and applications (pp. 87-108). Cambridge University Press.
Umbreit, M. S. (1989). Crime victims seeking fairness, not revenge: Toward restorative justice. Federal Probation, 53, 52-27.
Van den Bos, K., & Lind, E. A. (2001). The psychology of own versus others’ treatment: Self-oriented and other-oriented effects on perceptions of procedural justice. Personality and Social Psychology Bulletin, 27(10), 1324-1333.
Van Vaerenbergh, Y., Orsingher, C., Vermeir, I., & Larivière, B. (2014). A meta-analysis of relationships linking service failure attributions to customer outcomes. Journal of Service Research, 17(4), 381-398.
Van Vaerenbergh, Y., Varga, D., De Keyser, A., & Orsingher, C. (2019). The service recovery journey: Conceptualization, integration, and directions for future research. Journal of Service Research, 22(2), 103-119.
Vecchio, R. P. (2007). It's not easy being green: Jealousy and envy in the workplace. In R. P. Vecchio (Ed.), Leadership: Understanding the dynamics of power and influence in organizations (pp. 563–582). University of Notre Dame Press.
Vidal, D. (2014). Eye for an eye: Examining retaliation in business-to-business relationships. European Journal of Marketing, 48(1/2), 47-67.
Waldron, V. R., & Kelley, D. L. (2008). Communicating forgiveness. Sage.
Wan, L. C., & Wyer Jr, R. S. (2019). The influence of incidental similarity on observers’ causal attributions and reactions to a service failure. Journal of Consumer Research, 45(6), 1350-1368.
Wang, S., & Huff, L. C. (2007). Explaining buyers' responses to sellers' violation of trust. European Journal of Marketing, 41(9/10), 1033-1052.
Weiner, B. (1985). An attributional theory of achievement motivation and emotion. Psychological Review, 92(4), 548-573.
Weiner, B. (1995). Judgments of responsibility: A foundation for a theory of social conduct. Guilford Press.
Weiner, B. (2001). Responsibility for social transgressions: An attributional analysis. MIT Press.
Weiner, B. (2006). Social motivation, justice, and the moral emotions: An attributional approach. Psychology Press.
Weiner, B. (2008). Reflections on the history of attribution theory and research: People, personalities, publications, problems. Social Psychology, 39(3), 151-156.
Whelan, J., & Dawar, N. (2016). Attributions of blame following a product-harm crisis depend on consumers’ attachment styles. Marketing Letters, 27(2), 285-294.
Wickens, C. M., Wiesenthal, D. L., Flora, D. B., & Flett, G. L. (2011). Understanding driver anger and aggression: attributional theory in the driving environment. Journal of Experimental Psychology: Applied, 17(4), 354-370.
Wiggin, K. L., & Yalch, R. F. (2015). Whose fault is it? Effects of relational self-views and outcome counterfactuals on self-serving attribution biases following brand policy changes. Journal of Consumer Psychology, 25(3), 459-472.
Woodstock, T. C. (1998). Forgiveness and conflict resolution: Reality and utility. W. T. Center.
Worthington, E. L., & Scherer, M. (2004). Forgiveness is an emotion-focused coping strategy that can reduce health risks and promote health resilience: Theory, review, and hypotheses. Psychology & Health, 19(3), 385-405.
Worthington Jr, E. L., & Drinkard, D. T. (2000). Promoting reconciliation through psychoeducational and therapeutic interventions. Journal of Marital and Family Therapy, 26(1), 93-101.
Worthington Jr, E. L., Kurusu, T. A., Collins, W., Berry, J. W., Ripley, J. S., & Baier, S. N. (2000). Forgiving usually takes time: A lesson learned by studying interventions to promote forgiveness. Journal of Psychology and Theology, 28(1), 3-20.
Xie, Y., & Peng, S. (2009). How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness. Psychology & Marketing, 26(7), 572-589.
Zahedi, F. M., & Song, J. (2008). Dynamics of trust revision: using health infomediaries. Journal of Management Information Systems, 24(4), 225-248.
Zechmeister, J. S., & Romero, C. (2002). Victim and offender accounts of interpersonal conflict: autobiographical narratives of forgiveness and unforgiveness. Journal of Personality and Social Psychology, 82(4), 675-686.
Zhao, S. (2003). Toward a taxonomy of copresence. Presence, 12(5), 445-455.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top