Customer citizenship behavior in the online shopping environment is vital to the success of e-retailers. However, it is unclear whether and how service recovery expectation and recovery justice predict customer citizenship behavior in e-retailing settings. Grounded on the expectation confirmation theory and social exchange theory, this study examined the influence of service recovery expectation and recovery justice on customer citizenship behavior with a serial mediation of recovery expectation confirmation and post-recovery satisfaction. A total of 774 samples from e-shoppers with most (...) impressive and most recent service recovery experience were collected to test the hypotheses using structural equation modeling and bootstrapping procedures. This study reveals that service recovery expectation has a negative impact on recovery expectation confirmation, while recovery justice positively affects recovery expectation confirmation, which is further positively correlated with post-recovery satisfaction and customer citizenship behavior. Moreover, recovery expectation confirmation and post-recovery satisfaction play a serial mediation in the relationship between service recovery expectation and recovery justice, and customer citizenship behavior. Our study contributes to the growing body of customer citizenship behavior literature by offering an alternative perspective to understand what encourage or impede customer citizenship behavior, and expands service recovery literature by combining service recovery expectation and recovery justice into a framework and revealing the expectation–confirmation mechanism through which they influence post-recovery satisfaction in online shopping setting. (shrink)

Forgiveness interventions benefit victims’ mental health, reduce levels of anger, and promote forgiveness. However, forgiveness interventions are rarely used to improve the offender’s anger and mental health, especially in specific situations such as juvenile correctional facilities. The offender is often also a victim, and reducing the offender’s excessive anger may prevent or decrease the likelihood of future interpersonal violence. This study examined the effects of forgiveness interventions on anger, forgiveness, empathy, and harmony of juvenile delinquents with high levels of trait (...) anger. Eighteen adolescents with trait anger in a juvenile correctional facility volunteered to participate in group counseling. A pretest–posttest method of quasi-experimental design was used, with 8 participants in the intervention group and 10 in the control group; the intervention group received forgiveness group counseling, and the control group did not. The results revealed that the intervention group had significantly higher scores for forgiveness, empathy, and harmony than the control group, although no significant differences in the scores of state and trait anger were found. The forgiveness intervention had significantly improved the levels of forgiveness toward specific perpetrators of childhood victimization for the juvenile delinquents with high levels of trait anger, raising their levels of empathy and harmony; there was no significant increase in trait anger. The findings indicated that forgiveness intervention provides an effective way to improve the positive mental strength of adolescents with high levels of trait anger. (shrink)

This study explores the characteristics of forgiveness in the aging cohorts, which is regarded to be associated with healthy outcomes. Data were drawn from a sample of 308 older adults who completed the forgiveness questionnaire: forgiving others of The Heartland Forgiveness Scale to examine explicit forgiveness, and among the participants, 44 older adults were administrated on the variant single category of implicit association test to examine the implicit forgiveness. The results revealed that there is no correlation between explicit forgiveness and (...) implicit forgiveness of older adults. The result of explicit forgiveness is relatively high while that of implicit forgiveness is relatively low. There was no significant correlation between explicit forgiveness and age, but there was significant difference between age groups, as forgiveness tendency of the elderly had a trough in the age group of 70–79 and then rebounded. Implicit forgiveness was significantly correlated with age, and the difference between age groups was marginal. The forgiveness tendency of the elderly over 80 years old was significantly higher than that of the other two age groups. Gender differences are found in both explicit and implicit forgiveness. The findings indicated that explicit and implicit measures in this study have assessed independent and complementary aspects of forgiveness tendency in older adults. Implicit forgiveness falls behind explicit forgiveness, and true internal forgiveness is difficult and rare in older adults according to data analysis. The trend of explicit forgiveness with age is not obvious, because explicit forgiveness in the middle old age group presents an inflection point. However, implicit forgiveness increases slowly with age. Women excel men in scores obtained with both explicit and implicit measures for forgiveness. (shrink)