Work

Belief, forgiveness and karma: unpacking customer incivility following service failures

Year: 2026

Type: article

Source: Journal of Services Marketing

DOI: 10.1108/jsm-08-2025-0544

Authors: Himanshu Shekhar Srivastava, Gurbir Singh, Sanjeev Prashar

Institutions: Indian Institute of Management Raipur, Indian Institute of Management Amritsar

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Peace, justice, and strong institutions

Open Access status: closed

OpenAlex ID: W7223658951

FWCI:

Cites: 103

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Related to: 10