{"id":"https://openalex.org/W7223658951","doi":"https://doi.org/10.1108/jsm-08-2025-0544","title":"Belief, forgiveness and karma: unpacking customer incivility following service failures","display_name":"Belief, forgiveness and karma: unpacking customer incivility following service failures","publication_year":2026,"publication_date":"2026-10-26","ids":{"openalex":"https://openalex.org/W7223658951","doi":"https://doi.org/10.1108/jsm-08-2025-0544"},"language":"en","primary_location":{"id":"doi:10.1108/jsm-08-2025-0544","doi":"https://doi.org/10.1108/jsm-08-2025-0544","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsm-08-2025-0544","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5040830999","display_name":"Himanshu Shekhar Srivastava","orcid":"https://orcid.org/0000-0003-3940-4996","observed_orcids":["https://orcid.org/0000-0003-3940-4996"]},"institutions":[{"id":"https://openalex.org/I111245572","display_name":"Indian Institute of Management Raipur","ror":"https://ror.org/05vqbh574","country_code":"IN","type":"education","lineage":["https://openalex.org/I111245572"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Himanshu Shekhar Srivastava","raw_affiliation_strings":["Indian Institute of Management Raipur Department of Marketing, , Raipur,"],"raw_orcid":"https://orcid.org/0000-0003-3940-4996","affiliations":[{"raw_affiliation_string":"Indian Institute of Management Raipur Department of Marketing, , Raipur,","institution_ids":["https://openalex.org/I111245572"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5102980348","display_name":"Gurbir Singh","orcid":"https://orcid.org/0000-0003-1647-7500","observed_orcids":["https://orcid.org/0000-0003-1647-7500"]},"institutions":[{"id":"https://openalex.org/I4210123047","display_name":"Indian Institute of Management Amritsar","ror":"https://ror.org/02nthw835","country_code":"IN","type":"education","lineage":["https://openalex.org/I4210123047"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Gurbir Singh","raw_affiliation_strings":["Indian Institute of Management Amritsar Department of Marketing, , Amritsar,"],"raw_orcid":"https://orcid.org/0000-0003-1647-7500","affiliations":[{"raw_affiliation_string":"Indian Institute of Management Amritsar Department of Marketing, , Amritsar,","institution_ids":["https://openalex.org/I4210123047"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5078322038","display_name":"Sanjeev Prashar","orcid":"https://orcid.org/0000-0001-9865-3840","observed_orcids":["https://orcid.org/0000-0001-9865-3840","https://orcid.org/0000-0002-6204-3239"]},"institutions":[{"id":"https://openalex.org/I111245572","display_name":"Indian Institute of Management Raipur","ror":"https://ror.org/05vqbh574","country_code":"IN","type":"education","lineage":["https://openalex.org/I111245572"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Sanjeev Prashar","raw_affiliation_strings":["Indian Institute of Management Raipur Department of Marketing, , Raipur,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Indian Institute of Management Raipur Department of Marketing, , Raipur,","institution_ids":["https://openalex.org/I111245572"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5102980348"],"corresponding_institution_ids":["https://openalex.org/I4210123047"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.87103196,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"17"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9375,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9375,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12551","display_name":"Forgiveness and Related Behaviors","score":0.0364999994635582,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.018400000408291817,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-incivility","display_name":"customer incivility","score":0.9660000205039978},{"id":"https://openalex.org/keywords/service-failure","display_name":"service failure","score":0.9089999794960022},{"id":"https://openalex.org/keywords/religious-beliefs","display_name":"religious beliefs","score":0.996999979019165},{"id":"https://openalex.org/keywords/interpersonal-forgiveness","display_name":"interpersonal forgiveness","score":0.9670000076293945},{"id":"https://openalex.org/keywords/frontline-workers","display_name":"frontline workers","score":0.9869999885559082},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.6940000057220459},{"id":"https://openalex.org/keywords/social-norms-theory","display_name":"social norms theory","score":0.8960000276565552},{"id":"https://openalex.org/keywords/psychology-of-religion","display_name":"psychology of religion","score":0.777999997138977},{"id":"https://openalex.org/keywords/consumer-behavior","display_name":"consumer behavior","score":0.4099999964237213}],"concepts":[{"id":"https://openalex.org/C9114305","wikidata":"https://www.wikidata.org/wiki/Q1428317","display_name":"Situational ethics","level":2,"score":0.6381000280380249},{"id":"https://openalex.org/C2778731027","wikidata":"https://www.wikidata.org/wiki/Q537963","display_name":"Forgiveness","level":2,"score":0.6323000192642212},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.6043999791145325},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.5924000144004822},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.48919999599456787},{"id":"https://openalex.org/C164850336","wikidata":"https://www.wikidata.org/wiki/Q3685487","display_name":"Interpersonal communication","level":2,"score":0.4860999882221222},{"id":"https://openalex.org/C179420905","wikidata":"https://www.wikidata.org/wiki/Q223871","display_name":"Mediation","level":2,"score":0.47940000891685486},{"id":"https://openalex.org/C133987381","wikidata":"https://www.wikidata.org/wiki/Q3149921","display_name":"Incivility","level":2,"score":0.4399999976158142},{"id":"https://openalex.org/C142853389","wikidata":"https://www.wikidata.org/wiki/Q744778","display_name":"Association (psychology)","level":2,"score":0.38839998841285706},{"id":"https://openalex.org/C199776023","wikidata":"https://www.wikidata.org/wiki/Q202875","display_name":"Negotiation","level":2,"score":0.33809998631477356},{"id":"https://openalex.org/C91034043","wikidata":"https://www.wikidata.org/wiki/Q223642","display_name":"Interpersonal relationship","level":2,"score":0.32170000672340393},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.31380000710487366},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.3082999885082245},{"id":"https://openalex.org/C24614281","wikidata":"https://www.wikidata.org/wiki/Q17086331","display_name":"Moderated mediation","level":2,"score":0.3073999881744385},{"id":"https://openalex.org/C83030740","wikidata":"https://www.wikidata.org/wiki/Q267236","display_name":"Organizational commitment","level":2,"score":0.2919999957084656},{"id":"https://openalex.org/C175762713","wikidata":"https://www.wikidata.org/wiki/Q13479560","display_name":"Conciliation","level":3,"score":0.27090001106262207},{"id":"https://openalex.org/C2781390367","wikidata":"https://www.wikidata.org/wiki/Q17098321","display_name":"Intrusiveness","level":2,"score":0.26980000734329224},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.26159998774528503},{"id":"https://openalex.org/C108170787","wikidata":"https://www.wikidata.org/wiki/Q3951828","display_name":"Agency (philosophy)","level":2,"score":0.2612999975681305},{"id":"https://openalex.org/C2777026412","wikidata":"https://www.wikidata.org/wiki/Q2684591","display_name":"Statement (logic)","level":2,"score":0.2551000118255615},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.25459998846054077}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/jsm-08-2025-0544","doi":"https://doi.org/10.1108/jsm-08-2025-0544","is_oa":false,"landing_page_url":"https://doi.org/10.1108/jsm-08-2025-0544","pdf_url":null,"source":{"id":"https://openalex.org/S180851279","display_name":"Journal of Services Marketing","issn_l":"0887-6045","issn":["0887-6045","2054-1651"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["abdc-a","anvur-class-a","anvur-scientific","cwts-core","erih-plus","fnege-3","jufo-1","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Services Marketing","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.666700005531311,"display_name":"Peace, justice, and strong institutions","id":"https://metadata.un.org/sdg/16"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":103,"referenced_works":["https://openalex.org/W165487368","https://openalex.org/W1146896268","https://openalex.org/W1821382381","https://openalex.org/W1957952450","https://openalex.org/W1963961741","https://openalex.org/W1976441470","https://openalex.org/W1977826744","https://openalex.org/W1979422830","https://openalex.org/W1982593017","https://openalex.org/W1984212289","https://openalex.org/W1986689173","https://openalex.org/W1987595265","https://openalex.org/W1992490637","https://openalex.org/W1996144869","https://openalex.org/W1998888380","https://openalex.org/W2012546535","https://openalex.org/W2017309688","https://openalex.org/W2017319780","https://openalex.org/W2019998007","https://openalex.org/W2024874134","https://openalex.org/W2026003563","https://openalex.org/W2031838336","https://openalex.org/W2039269578","https://openalex.org/W2048226819","https://openalex.org/W2049629666","https://openalex.org/W2054377404","https://openalex.org/W2061995976","https://openalex.org/W2066188371","https://openalex.org/W2096409691","https://openalex.org/W2101366013","https://openalex.org/W2104629177","https://openalex.org/W2123513824","https://openalex.org/W2123780053","https://openalex.org/W2128616827","https://openalex.org/W2131268076","https://openalex.org/W2132351260","https://openalex.org/W2143135888","https://openalex.org/W2149140482","https://openalex.org/W2152126086","https://openalex.org/W2153355865","https://openalex.org/W2160947415","https://openalex.org/W2160983462","https://openalex.org/W2168160449","https://openalex.org/W2270769484","https://openalex.org/W2313319791","https://openalex.org/W2316042978","https://openalex.org/W2322174668","https://openalex.org/W2322756914","https://openalex.org/W2325260769","https://openalex.org/W2350939055","https://openalex.org/W2560464087","https://openalex.org/W2585292421","https://openalex.org/W2779206865","https://openalex.org/W2789586611","https://openalex.org/W2889067934","https://openalex.org/W2896298032","https://openalex.org/W2905024522","https://openalex.org/W2905852549","https://openalex.org/W2922121837","https://openalex.org/W2922214041","https://openalex.org/W2930213335","https://openalex.org/W2935114391","https://openalex.org/W2958418737","https://openalex.org/W2958734325","https://openalex.org/W2963913216","https://openalex.org/W2976446680","https://openalex.org/W2985127623","https://openalex.org/W2986851966","https://openalex.org/W3000401407","https://openalex.org/W3006781715","https://openalex.org/W3011814326","https://openalex.org/W3043382455","https://openalex.org/W3043657314","https://openalex.org/W3085610435","https://openalex.org/W3088983217","https://openalex.org/W3100132987","https://openalex.org/W3112486024","https://openalex.org/W3117728955","https://openalex.org/W3119907180","https://openalex.org/W3136660924","https://openalex.org/W3149968621","https://openalex.org/W3161315650","https://openalex.org/W3197460112","https://openalex.org/W3210184378","https://openalex.org/W4200421360","https://openalex.org/W4210573225","https://openalex.org/W4229372904","https://openalex.org/W4235678817","https://openalex.org/W4243667233","https://openalex.org/W4284697029","https://openalex.org/W4285086560","https://openalex.org/W4293767021","https://openalex.org/W4295236151","https://openalex.org/W4309865492","https://openalex.org/W4312194198","https://openalex.org/W4327545659","https://openalex.org/W4376561241","https://openalex.org/W4383908576","https://openalex.org/W4387877222","https://openalex.org/W4390204783","https://openalex.org/W4390871285","https://openalex.org/W4401389374","https://openalex.org/W4410160707"],"related_works":["https://openalex.org/W4200421360","https://openalex.org/W2010904071","https://openalex.org/W4414163746","https://openalex.org/W2998656274","https://openalex.org/W2790333740","https://openalex.org/W7115910230","https://openalex.org/W2209836084","https://openalex.org/W4416219428","https://openalex.org/W3149968621","https://openalex.org/W2078846826"],"abstract_inverted_index":{"Purpose":[0],"This":[1,254],"study":[2],"aims":[3],"to":[4,69,127,227,231,342],"examine":[5,70],"the":[6,47,71,82,139,184,196,233,240,284,319,343],"association":[7,73,147,310],"between":[8],"religious":[9,75,121,257,292,328],"belief":[10,33,76,86,122,154,212,258,293,300],"and":[11,31,58,65,77,81,105,180,217,223,225,251,311,335,347],"customer":[12,78,130,243,265,336],"incivility":[13,79,266,295,337],"following":[14],"a":[15,37,95,173,193,260,304],"service":[16,174,197,269,333],"failure.":[17],"It":[18,272,297],"examines":[19],"lower":[20,134,279],"situational":[21,135,280],"interpersonal":[22,136,281],"forgiveness":[23,137,282],"toward":[24,138,283],"frontline":[25,140,234,285],"employees":[26],"as":[27,36,259,287,303],"an":[28,288,322],"indirect":[29,72,146,289,309],"pathway":[30,290,320],"investigates":[32],"in":[34,50,87,129,155,268,301,321],"karma":[35,302],"boundary":[38,305],"condition":[39,306],"for":[40,181],"this":[41,145,206,308],"relationship.":[42],"Design/methodology/approach":[43],"Three":[44],"studies":[45],"examined":[46],"proposed":[48],"model":[49],"service-failure":[51],"contexts.":[52,271],"Studies":[53],"1":[54],"(n":[55,60,91],"=":[56,61,92],"202)":[57],"2":[59],"279)":[62],"used":[63,94],"restaurant":[64],"hotel":[66],"scenarios,":[67],"respectively,":[68],"involving":[74],"intentions":[80,126,267],"moderating":[83],"role":[84],"of":[85,186,205,242,264],"karma.":[88,156],"Study":[89,143,158],"3":[90],"297)":[93],"Prolific":[96],"experiment":[97],"that":[98,313],"made":[99,167],"karma-related":[100,164,316],"action\u2013consequence":[101],"considerations":[102,165,317],"salient.":[103,169],"Mediation":[104],"moderated-mediation":[106],"effects":[107],"were":[108,166],"tested":[109],"using":[110],"PROCESS":[111],"with":[112,125,294],"5,000":[113],"bootstrap":[114],"samples.":[115],"Findings":[116],"Across":[117],"three":[118],"studies,":[119],"stronger":[120,153],"was":[123,148,161],"associated":[124],"engage":[128],"incivility,":[131],"indirectly":[132],"through":[133],"employee.":[141,235],"In":[142,157],"2,":[144],"weaker":[149,162],"among":[150],"customers":[151],"reporting":[152],"3,":[159],"it":[160],"when":[163],"situationally":[168,314],"Practical":[170],"implications":[171],"Following":[172],"failure,":[175],"organizations":[176],"can":[177],"state":[178],"openly":[179],"all":[182],"customers,":[183],"standard":[185],"respectful":[187],"conduct":[188],"they":[189],"expect,":[190],"though":[191],"such":[192],"statement":[194,204],"complements":[195],"recovery":[198],"rather":[199],"than":[200],"replacing":[201],"it.":[202],"A":[203],"kind":[207],"should":[208,220],"not":[209],"invoke":[210],"customers\u2019":[211,229],"or":[213],"restrict":[214],"legitimate":[215],"complaints":[216],"redress.":[218],"Recovery":[219],"be":[221],"prompt":[222],"fair,":[224],"designed":[226],"support":[228,250],"willingness":[230],"forgive":[232],"The":[236,325],"employee":[237,286],"who":[238],"bears":[239],"brunt":[241],"response":[244],"needs":[245],"clear":[246],"escalation":[247],"routes,":[248],"supervisor":[249],"training.":[252],"Originality/value":[253],"research":[255,326,331],"identifies":[256,299],"customer-side,":[261],"belief-based":[262],"antecedent":[263],"failure":[270,334],"extends":[273],"social":[274],"norms":[275],"theory":[276],"by":[277],"identifying":[278],"linking":[291],"intentions.":[296],"further":[298],"on":[307,332],"shows":[312],"salient":[315],"attenuate":[318],"experimental":[323],"setting.":[324],"integrates":[327],"psychology":[329],"into":[330],"while":[338],"limiting":[339],"its":[340],"claims":[341],"specific":[344],"beliefs,":[345],"scenarios":[346],"intention-based":[348],"outcomes":[349],"examined.":[350]},"counts_by_year":[],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2026-10-27T00:00:00"}
