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Keywords: Guest forgiveness
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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
... (hedonic [pleasure-driven] versus utilitarian [function-driven]) and service failure type (human versus AI) on guest forgiveness based on the expectancy disconfirmation theory. Design/methodology/approach A total of 696 participants completed the three experiments to test the proposed hypotheses...
Includes: Supplementary data
