... to positive reputations (Ageeva et al., 2018 ; Chun, 2005 ; Foroudi, 2019) generate favorable perceptions and thus retain customer loyalty (Gupta and Malhotra, 2013), based on their evaluation of the firm’s capacity to be innovative (Foroudi et al., 2014). Survey Identification...

... An online experiment including 360 active users of internet was employed to test the research model. Findings Results revealed that an after-crisis apology and firm reputation both have a positive effect on after-crisis user attitude toward the firm. Furthermore, the positive effect of apology becomes...

... intention. The results emphasize that altruism, reciprocity, and reputation of motivations are significantly positive predictors of trust. Altruism and reciprocity have significantly positive effects on satisfaction, whereas reputation does not. Research limitations/implications – Altruism...