When Do Consumers Forgive? a Causal Attribution Model of Marketer Transgression and the Moderating Effects of Self-Construal
In the context of service and product failure, this research demonstrates that (1) brand forgiveness mediates causal attribution effects on consumers’ post-transgression behavioral intentions, (2) brand relationship influences consumers’ attribution about the transgression stability, and (3) the attribution effects on behavioral intentions and compensation preferences depend on consumers’ self-construal.
Fang-Chi Lu, Jayati Sinha, and Narayan Janakiraman (2012) ,"When Do Consumers Forgive? a Causal Attribution Model of Marketer Transgression and the Moderating Effects of Self-Construal", in NA - Advances in Consumer Research Volume 40, eds. Zeynep Gürhan-Canli, Cele Otnes, and Rui (Juliet) Zhu, Duluth, MN : Association for Consumer Research, Pages: 827-828.
Fang-Chi Lu, University of Iowa, USA
Jayati Sinha, University of Arizona, USA
Narayan Janakiraman, University of Arizona, USA
NA - Advances in Consumer Research Volume 40 | 2012
B6. A Study About the Moderator Effect of the Information Trust in the Relationships Between the Users´ Participation in Virtual Communities and the Benefits Obtained.
Sara Campo, Autonomous University of Madrid
Jano Jiménez, Autonomous University of Madrid
Natalia Rubio, Universidad Autónoma of Madrid
Nieves Villaseñor, Universidad Autónoma of Madrid
Mªjesus Yague, Universidad Autónoma of Madrid
Social Class and Prosocial Behaviors
Yan Vieites, Brazilian School of Public and Business Administration, Brazil
Eduardo B. Andrade, FGV / EBAPE
Rafael Burstein Goldszmidt, Brazilian School of Public and Business Administration, Brazil
O12. When do People Waste Time? Testing a Mechanism for Parkinson’s Law.
Holly S Howe, Duke University, USA
Tanya Chartrand, Duke University, USA