Customer's forgiveness : an exploratory study

Abstract : The process of consumer’s forgiveness is still relatively unknown in marketing. The main purpose of this paper is to propose an overview of the various works that have been devoted to forgiveness, primarily in psychology. An exploratory qualitative study identifies then the different dimensions of forgiveness in a consumer-business relationship framework.
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Conference papers
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Contributor : Olivier Morrisson <>
Submitted on : Tuesday, April 16, 2019 - 11:14:13 PM
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  • HAL Id : hal-02101614, version 1


Olivier Morrisson, Dominique Crié. Customer's forgiveness : an exploratory study. Proceedings of the 13th Research Conference in Service Management, IAE, University Aix-Marseille III, May 2014, La Londe les Maures, France. ⟨hal-02101614⟩



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