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Don't be rude! The effect of content moderation on consumer‐brand forgiveness
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What this work says
Outgoing claims: the papers this work cites, builds on, or argues with.
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Beyond the myth of venting: Social sharing modes determine the benefits of emotional disclosure
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“Never eat in that restaurant, I did!”: Exploring why people engage in negative word‐of‐mouth communication
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How to repair customer trust after negative publicity: The roles of competence, integrity, benevolence, and forgiveness
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An appraisal framework of the determinants and consequences of brand happiness
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Measuring interpersonal forgiveness in late adolescence and middle adulthood
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On the Evaluation of Structural Equation Models
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Identity Bias in Negative Word of Mouth Following Irresponsible Corporate Behavior: A Research Model and Moderating Effects
inferredcites →https://doi.org/10.1007/s10551-017-3440-7openalex-snapshot
Male Versus Female: How the Gender of Apologizers Influences Consumer Forgiveness
inferredcites →https://doi.org/10.1007/s10826-019-01550-1openalex-snapshot
Interpersonal Forgiveness and Adolescent Depression. The Mediational Role of Self-reassurance and Self-criticism
inferredcites →https://doi.org/10.1007/s11002-006-4219-2openalex-snapshot
Some antecedents and outcomes of brand love
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Brand love: development and validation of a practical scale
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Short-term mood repair through art-making: Positive emotion is more effective than venting
inferredcites →https://doi.org/10.1007/s11747-019-00661-xopenalex-snapshot
When pushing back is good: the effectiveness of brand responses to social media complaints
inferredcites →https://doi.org/10.1007/s11747-019-00679-1openalex-snapshot
A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights
inferredcites →https://doi.org/10.1007/s12144-016-9447-xopenalex-snapshot
Mediator Roles of Interpersonal Forgiveness and Self-Forgiveness between Self-Esteem and Subjective well-Being
inferredcites →https://doi.org/10.1016/0191-8869(86)90074-7openalex-snapshot
Indicators of aggression: The dissipation-rumination scale
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Managing social media crises with your customers: The good, the bad, and the ugly
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Information dissemination via electronic word-of-mouth: Good news travels fast, bad news travels faster!
inferredcites →https://doi.org/10.1016/j.copsyc.2015.11.005openalex-snapshot
Customer forgiveness following service failures
inferredcites →https://doi.org/10.1016/j.dss.2019.113168openalex-snapshot
Determinants of writing positive and negative electronic word-of-mouth: Empirical evidence for two types of expectation confirmation
inferredcites →https://doi.org/10.1016/j.ijresmar.2012.06.001openalex-snapshot
Drivers of consumer–brand identification
inferredcites →https://doi.org/10.1016/j.ijresmar.2020.02.008openalex-snapshot
Brand activism: Does courting controversy help or hurt a brand?
inferredcites →https://doi.org/10.1016/j.jbusres.2011.01.013openalex-snapshot
Effectiveness of corporate responses to brand crises: The role of crisis type and response strategies
inferredcites →https://doi.org/10.1016/j.jbusres.2016.05.014openalex-snapshot
When good WOM hurts and bad WOM gains: The effect of untrustworthy online reviews
inferredcites →https://doi.org/10.1016/j.jbusres.2018.07.049openalex-snapshot
The critical role of customer forgiveness in successful service recovery
inferredcites →https://doi.org/10.1016/j.jbvi.2019.e00147openalex-snapshot
Entrepreneurial apologies: The mediating role of forgiveness on future cooperation
inferredcites →https://doi.org/10.1016/j.jcps.2011.05.005openalex-snapshot
The effects of self‐brand connections on responses to brand failure: A new look at the consumer–brand relationship
inferredcites →https://doi.org/10.1016/j.jcps.2014.05.002openalex-snapshot
Word of mouth and interpersonal communication: A review and directions for future research
inferredcites →https://doi.org/10.1016/j.jcps.2015.06.002openalex-snapshot
“I” value justice, but “we” value relationships: Self‐construal effects on post‐transgression consumer forgiveness
inferredcites →https://doi.org/10.1016/j.jesp.2009.03.009openalex-snapshot
Instructional manipulation checks: Detecting satisficing to increase statistical power
inferredcites →https://doi.org/10.1016/j.jretconser.2015.07.012openalex-snapshot
The effects of harm directions and service recovery strategies on customer forgiveness and negative word-of-mouth intentions
inferredcites →https://doi.org/10.1016/j.jretconser.2019.101886openalex-snapshot
Mediating role of customer forgiveness between perceived justice and satisfaction
inferredcites →https://doi.org/10.1016/j.paid.2005.01.006openalex-snapshot
Angry memories and thoughts of revenge: The relationship between forgiveness and anger rumination
inferredcites →https://doi.org/10.1016/s0148-2963(02)00278-3openalex-snapshot
Beyond valence in customer dissatisfaction
inferredcites →https://doi.org/10.1037//0022-006x.56.2.239openalex-snapshot
Disclosure of traumas and immune function: Health implications for psychotherapy.
inferredcites →https://doi.org/10.1037//0022-3514.73.2.321openalex-snapshot
Interpersonal forgiving in close relationships.
inferredcites →https://doi.org/10.1037/0022-3514.75.6.1586openalex-snapshot
Interpersonal forgiving in close relationships: II. Theoretical elaboration and measurement.
inferredcites →https://doi.org/10.1037/0022-3514.84.5.1011openalex-snapshot
When forgiving enhances psychological well-being: The role of interpersonal commitment.
inferredcites →https://doi.org/10.1037/10436-022openalex-snapshot
Disclosing and sharing emotion: Psychological, social, and health consequences.
inferredcites →https://doi.org/10.1037/a0019993openalex-snapshot
The road to forgiveness: A meta-analytic synthesis of its situational and dispositional correlates.
inferredcites →https://doi.org/10.1037/scp0000087openalex-snapshot
The psychology of interpersonal forgiveness and guidelines for forgiveness therapy: What therapists need to know to help their clients forgive.
inferredcites →https://doi.org/10.1057/dddmp.2013.3openalex-snapshot
The impact of experience on companies' reactions to negative comments on social networks
inferredcites →https://doi.org/10.1080/00224540109600567openalex-snapshot
The Effects of Apology and Perspective Taking on Interpersonal Forgiveness: A Dissonance-Attribution Model of Interpersonal Forgiveness
inferredcites →https://doi.org/10.1080/01926187.2019.1708832openalex-snapshot
Self-Compassion and Forgiveness: Major Predictors of Marital Satisfaction in Young Couples
inferredcites →https://doi.org/10.1080/0267257x.2011.619150openalex-snapshot
The role of personality characteristics and service failure severity in consumer forgiveness and service outcomes
inferredcites →https://doi.org/10.1080/02699939108411052openalex-snapshot
Beyond the emotional event: Six studies on the social sharing of emotion
inferredcites →https://doi.org/10.1080/09638237.2018.1466036openalex-snapshot
The experience and expression of anger in posttraumatic stress disorder: the relationship with metacognition
inferredcites →https://doi.org/10.1080/10508619.2015.1019793openalex-snapshot
Spirituality, Forgiveness, and Quality of Life: Testing a Mediational Model with Military Veterans with PTSD
inferredcites →https://doi.org/10.1080/10615800412331318625openalex-snapshot
It's not that bad: Social challenges to emotional disclosure enhance adjustment to stress
inferredcites →https://doi.org/10.1080/17439760.2018.1519591openalex-snapshot
Religiously or spiritually-motivated forgiveness and subsequent health and well-being among young adults: An outcome-wide analysis
inferredcites →https://doi.org/10.1086/209202openalex-snapshot
Extended Self and Extending Paradigmatic Perspective
inferredcites →https://doi.org/10.1086/519142openalex-snapshot
Where Consumers Diverge from Others: Identity Signaling and Product Domains
inferredcites →https://doi.org/10.1086/671052openalex-snapshot
Extended Self in a Digital World: Table 1.
inferredcites →https://doi.org/10.1097/01.psy.0000195747.12404.aaopenalex-snapshot
The Role of Angry Rumination and Distraction in Blood Pressure Recovery From Emotional Arousal
inferredcites →https://doi.org/10.1108/03090560510581782openalex-snapshot
Grounded theory, ethnography and phenomenology
inferredcites →https://doi.org/10.1108/10444061211199322openalex-snapshot
Venting as emotion regulation
inferredcites →https://doi.org/10.1108/ejm-08-2018-0551openalex-snapshot
You’re not yelping your case: the unexpected social consequences of word of mouth
inferredcites →https://doi.org/10.1108/rr.1998.12.3.6.111openalex-snapshot
Handbook of Communication and Emotion:
inferredcites →https://doi.org/10.1111/j.0956-7976.2004.00741.xopenalex-snapshot
Linguistic Markers of Psychological Change Surrounding September 11, 2001
inferredcites →https://doi.org/10.1111/j.1467-6486.2007.00687.xopenalex-snapshot
Health Among Leaders: Positive and Negative Affect, Engagement and Burnout, Forgiveness and Revenge
inferredcites →https://doi.org/10.1111/j.1475-6811.2011.01363.xopenalex-snapshot
The antecedents and consequences of interpersonal forgiveness: A meta‐analytic review
inferredcites →https://doi.org/10.1177/0022002791035003005openalex-snapshot
Reciprocity and Cooperation in Social Dilemmas
inferredcites →https://doi.org/10.1177/0022242919873106openalex-snapshot
Uniting the Tribes: Using Text for Marketing Insight
inferredcites →https://doi.org/10.1177/002224299405800302openalex-snapshot
The Commitment-Trust Theory of Relationship Marketing
inferredcites →https://doi.org/10.1177/0022243718821960openalex-snapshot
When Posting About Products on Social Media Backfires: The Negative Effects of Consumer Identity Signaling on Product Interest
inferredcites →https://doi.org/10.1177/002224378101800313openalex-snapshot
Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics
inferredcites →https://doi.org/10.1177/0092070397254002openalex-snapshot
A Study of the Relationships between Cognitive Appraisals and Consumption Emotions
inferredcites →https://doi.org/10.1177/0146167202289002openalex-snapshot
Does Venting Anger Feed or Extinguish the Flame? Catharsis, Rumination, Distraction, Anger, and Aggressive Responding
inferredcites →https://doi.org/10.1177/0146167211424582openalex-snapshot
Forgiveness Results From Integrating Information About Relationship Value and Exploitation Risk
inferredcites →https://doi.org/10.1177/0146167212445300openalex-snapshot
When a Threat to the Brand Is a Threat to the Self
inferredcites →https://doi.org/10.1177/0956797612457384openalex-snapshot
When Anger Leads to Rumination
inferredcites →https://doi.org/10.1177/1094670515606064openalex-snapshot
Service Recovery via Social Media
inferredcites →https://doi.org/10.1177/1094670519851871openalex-snapshot
Service Recovery on Stage: Effects of Social Media Recovery on Virtually Present Others
inferredcites →https://doi.org/10.1177/1754073908097189openalex-snapshot
Emotion Elicits the Social Sharing of Emotion: Theory and Empirical Review
inferredcites →https://doi.org/10.1177/2056305119832588openalex-snapshot
Free Speech and Safe Spaces: How Moderation Policies Shape Online Discussion Spaces
inferredcites →https://doi.org/10.1207/s15327663jcp1101_5openalex-snapshot
Consumers’ Responses to Negative Word‐of‐Mouth Communication: An Attribution Theory Perspective
inferredcites →https://doi.org/10.1207/s15327663jcp1303_14openalex-snapshot
You Are What They Eat: The Influence of Reference Groups on Consumers’ Connections to Brands
inferredcites →https://doi.org/10.1207/s15327957pspr0504_2openalex-snapshot
Negativity Bias, Negativity Dominance, and Contagion
inferredcites →https://doi.org/10.12738/estp.2018.3.0128openalex-snapshot
General Self-Efficacy and Forgiveness of Self, Others, and Situations as Predictors of Depression, Anxiety, and Stress in University Students
inferredcites →https://doi.org/10.1509/jmkg.74.6.1openalex-snapshot
Brand Attachment and Brand Attitude Strength: Conceptual and Empirical Differentiation of Two Critical Brand Equity Drivers
inferredcites →https://doi.org/10.1509/jmkr.37.2.203.18734openalex-snapshot
Consumer Response to Negative Publicity: The Moderating Role of Commitment
inferredcites →https://doi.org/10.1509/jmkr.43.3.345openalex-snapshot
The Effect of Word of Mouth on Sales: Online Book Reviews
inferredcites →https://doi.org/10.1509/jmr.11.0136openalex-snapshot
On Braggarts and Gossips: A Self-Enhancement Account of Word-of-Mouth Generation and Transmission
inferredcites →https://doi.org/10.1509/jmr.14.0380openalex-snapshot
The Effect of Electronic Word of Mouth on Sales: A Meta-Analytic Review of Platform, Product, and Metric Factors
inferredcites →https://doi.org/10.1521/jscp.2000.19.1.43openalex-snapshot
Forgiveness as Human Strength: Theory, Measurement, and Links to Well-Being
inferredcites →https://doi.org/10.1891/088983906780639835openalex-snapshot
Positive Responses to Benefit and Harm: Bringing Forgiveness and Gratitude Into Cognitive Psychotherapy
inferredcites →https://doi.org/10.2139/ssrn.3551103openalex-snapshot
User-Generated Content, Strategic Moderation, and Advertising
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An Integrative Model of Organizational Trust: Past, Present, and Future
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