...Sarah (Sa’arah) Alhouti; Kristina (Kris) Lindsey Hall; Thomas L. Baker Purpose As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel...

... frequently provide consumers with financial compensation (Fehr and Gelfand, 2010); however, non-monetary compensation (e.g. offering an apology) is common (Gelbrich and Roschk, 2011) and is often used in concert with financial compensation. The current research explores offering a CSR component alongside...

...Anna S. Mattila; Laurie Wu; Choongbeom Choi Purpose The purpose of this study is to examine how gratitude appeals and consumers’ sense of power jointly influence customer engagement in a service firm’s corporate social responsibility (CSR) initiatives. Based on previous literature, the authors...

...Lu Zhang; Anna S. Mattila Purpose – This study aims to examine the joint effect of processing fluency and service quality in a service context. In recent years, companies have become increasingly interested in supporting corporate social responsibility (CSR) activities. While most prior research...