... a simulation-based experiment, this study models relationships between a consumer level factor (uncertainty avoidance), review level factor (service failure severity) and a response level factor (information load) and purchase intention. Participants are asked to read a review, a response and then respond...

...Mobin Fatma; Imran Khan; Zillur Rahman Purpose This paper aims to examine the interconnection between the consumer perceived corporate social responsibility (CSR) and its effect on the post-recovery satisfaction and loyalty after service failures. Design/methodology/approach An intercept...