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Keywords: Disappointment
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Journal Articles
Who is more forgivable? The interaction effect of consumption type and service failure type on guest forgiveness
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International Journal of Contemporary Hospitality Management (2025) 37 (8): 2898–2917.
Published: 24 June 2025
.... Findings The findings revealed a significant interaction effect: when guests engage in hedonic consumption rather than utilitarian consumption, human service failures, as opposed to AI failures, result in lower forgiveness. This interaction is mediated by disappointment. Furthermore, this research...
Includes: Supplementary data
