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Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?

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Title: Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures: does apology letter matter?
Authors: Rasouli, Nasrin1 (AUTHOR), Rasoolimanesh, S. Mostafa2 (AUTHOR) rasooli1352@yahoo.com, Rahmani, Atousa Kamangar3 (AUTHOR), Momayez, Ayatollah4 (AUTHOR), Torabi, Mohammad Amin5 (AUTHOR)
Source: Journal of Hospitality Marketing & Management. Aug/Sep2022, Vol. 31 Issue 6, p662-687. 26p.
Database: Hospitality & Tourism Complete
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ISSN:19368623
DOI:10.1080/19368623.2022.2043800