Forgiveness: a new insight into business relationships

Yelena Tsarenko; Mark Gabbott

Forgiveness: a new insight into business relationships

Yelena Tsarenko
, Mark Gabbott

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

Abstract

In philosophy, psychology, and theology (Enright and North 1998), the concept of forgiveness receives significant attention, however, little is known about the application of this concept in the business domain. To address this gap, this paper investigates whether forgiveness has a place in commercial relationships after an incident between a service provider and a customer. The findings reveal that some customers see a direct analogy between interpersonal and commercial relationships, while some engage in a more pragmatic approach.

Original language	English
Title of host publication	2006 AMA Educators' proceedings
Subtitle of host publication	enhancing knowledge development in marketing
Editors	Dhruv Grewal, Michael Levy, R. Krishnan
Place of Publication	Chicago, IL
Publisher	American Marketing Association
Pages	30-36
Number of pages	7
Volume	17
ISBN (Print)	0877573220
Publication status	Published - 2006
Externally published	Yes
Event	American Marketing Association Educators' Conference - Chicago, IL Duration: 4 Aug 2006 → 7 Aug 2006

Conference

Conference	American Marketing Association Educators' Conference
City	Chicago, IL
Period	4/08/06 → 7/08/06

Cite this

@inproceedings{0b8126c6d8ba4596a283e7fb16e9cdec,

title = "Forgiveness: a new insight into business relationships",

abstract = "In philosophy, psychology, and theology (Enright and North 1998), the concept of forgiveness receives significant attention, however, little is known about the application of this concept in the business domain. To address this gap, this paper investigates whether forgiveness has a place in commercial relationships after an incident between a service provider and a customer. The findings reveal that some customers see a direct analogy between interpersonal and commercial relationships, while some engage in a more pragmatic approach.",

author = "Yelena Tsarenko and Mark Gabbott",

year = "2006",

language = "English",

isbn = "0877573220",

volume = "17",

pages = "30--36",

editor = "Dhruv Grewal and Michael Levy and R. Krishnan",

booktitle = "2006 AMA Educators' proceedings",

publisher = "American Marketing Association",

address = "United States",

note = "American Marketing Association Educators' Conference ; Conference date: 04-08-2006 Through 07-08-2006",

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Forgiveness: a new insight into business relationships. / Tsarenko, Yelena; Gabbott, Mark.
2006 AMA Educators' proceedings: enhancing knowledge development in marketing. ed. / Dhruv Grewal; Michael Levy; R. Krishnan. Vol. 17 Chicago, IL: American Marketing Association, 2006. p. 30-36.

Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution › peer-review

TY - GEN

T1 - Forgiveness

T2 - American Marketing Association Educators' Conference

AU - Tsarenko, Yelena

AU - Gabbott, Mark

PY - 2006

Y1 - 2006

N2 - In philosophy, psychology, and theology (Enright and North 1998), the concept of forgiveness receives significant attention, however, little is known about the application of this concept in the business domain. To address this gap, this paper investigates whether forgiveness has a place in commercial relationships after an incident between a service provider and a customer. The findings reveal that some customers see a direct analogy between interpersonal and commercial relationships, while some engage in a more pragmatic approach.

AB - In philosophy, psychology, and theology (Enright and North 1998), the concept of forgiveness receives significant attention, however, little is known about the application of this concept in the business domain. To address this gap, this paper investigates whether forgiveness has a place in commercial relationships after an incident between a service provider and a customer. The findings reveal that some customers see a direct analogy between interpersonal and commercial relationships, while some engage in a more pragmatic approach.

M3 - Conference proceeding contribution

SN - 0877573220

VL - 17

SP - 30

EP - 36

BT - 2006 AMA Educators' proceedings

A2 - Grewal, Dhruv

A2 - Levy, Michael

A2 - Krishnan, R.

PB - American Marketing Association

CY - Chicago, IL

Y2 - 4 August 2006 through 7 August 2006

ER -

Forgiveness: a new insight into business relationships

Abstract

Conference

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