Examining the influence of forgiveness and its antecedents on consumer behavior: the moderating role of service failure severity

Purpose This study aims to investigate antecedents of forgiveness from the non-complainers point of view after a service failure in India. Design/methodology/approach This study bases itself on the theoretical foundations of the Cognitive Emotive Coping model. In the first study, a survey-based design was used for soliciting responses from 291 respondents. An experimental research design was undertaken in the second study, and data were recorded from 120 respondents. Data were analysed using both SPSS and AMOS. Findings All the antecedent variables, except, affective commitment was found to influence forgiveness significantly. Further, forgiveness also positively influenced repurchase intentions and had a negative influence on negative word-of-mouth. The findings also suggest that the service failure severity effectively moderates the relationship between empathy and forgiveness. Originality/value This paper extends the cognitive emotive coping model from the non-complainers point of view by adding relational constructs to it. This study observes that affective commitment is not necessarily related to forgiveness in contrast to existing literature. The relationship between empathy and forgiveness is stronger when failure severity is low.

Automated summary

This study investigates the factors influencing forgiveness from the perspective of non-complainers after a service failure in India. The findings show that all the factors, except affective commitment, significantly influence forgiveness. Furthermore, forgiveness positively affects repurchase intentions and negatively affects negative word-of-mouth. The severity of the service failure also moderates the relationship between empathy and forgiveness.