... is limited. Drawing on cognitive appraisal theory, this study aims to examine how the service recovery and corporate social responsibility (CSR) performance of a firm interact to help in cognitive appraisal following service failure to restore customer identification. This study also delineates customer...

... Thomas M. Hickman can be contacted at: tom.hickman@washburn.edu 19 03 2024 17 07 2024 12 09 2024 14 11 2024 11 12 2024 15 12 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Corporate social responsibility...

...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...

...Hua Meng; Hannan Sadjady Naeeni Purpose This study aims to explain why low social conduct in corporate social responsibility (SC-CSR), especially employee exploitation, has a stronger negative impact on consumer reactions for service firms than for manufacturing firms. Design/methodology...

... at: cjs2@luc.edu 26 06 2022 27 06 2022 27 06 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Corporate social responsibility Sustainability Quality of life Globalization Well-being Service ecosystem Markets...

... Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall...

... main profiles of luxury gastronomy consumers: novice, advanced and confirmed. Qualitative research Corporate social responsibility Sustainability Hospitality Luxury dining Food ethics Michelin-starred restaurants Luxury gastronomy French food culture Consumer Today’s consumers...

... by adopting a restaurant owner’s perspective and analyzing three types of restaurants, namely, traditional, modern and fast-food restaurants. Interviews Qualitative research Corporate social responsibility Sustainability Hospitality The proliferation of research examining sustainability...

... implications. First, a novel recovery approach that benefits multiple stakeholders was illustrated, particularly when the donation message is prevention (vs promotion) framed. The authors focused on donations in particular, but future researchers should explore other corporate social responsibility activities...

...Suna La; Beomjoon Choi Purpose The purpose of this paper is to examine the relationships between perceived justice and perceived corporate social responsibility (CSR) and the impact of perceived justice and CSR perceptions on customers’ behavioral responses, such as satisfaction and repatronage...

...Sungwoo Choi; Anna S. Mattila; Donna Quadri-Felitti Purpose The purpose of this study is to examine the impact of the donation appeals requiring physical effort on consumers’ willingness to donate in the context of corporate social responsibility (CSR) initiatives. Moreover, this paper...

...Adel A.A. Al-Wugayan Purpose This paper aims to investigate the conceptual and empirical effects of corporate social responsibility (CSR) on affective and behavioral inclinations of financial service representatives (FSRs) in faith-expressive (FE) banks and financial institutions in non-Western...

...-use rights only Promoting customer–company identification (CCI) has become a crucial relationship marketing strategy for service firms. The purpose of this study is to examine how customers’ perceptions of service quality and corporate social responsibility (CSR) affect CCI over time. More...

... programs often offer preferential treatment to the firm’s best customers, and recently, service firms started to incorporate corporate social responsibility (CSR) initiatives into the loyalty reward programs (e.g. Starwood’s “Make A Green Choice”). However, academic research advancing the understanding...

.... Design/methodology/approach A conceptual model is developed and empirically tested through two field-based studies (restaurant services and financial services) and one follow-up laboratory experiment. Findings The results of this research show that service quality, corporate social responsibility...

...Ingrid M. O'Brien; Wade Jarvis; Geoffrey N. Soutar Purpose – The paper aims to measure and identify customer preference for social issues and understand the importance of customer engagement when service organisations implement corporate social responsibility (CSR) programmes. Design...

...Ana B. Casado-Díaz; Juan L. Nicolau-Gonzálbez; Felipe Ruiz-Moreno; Ricardo Sellers-Rubio Purpose – The purpose of this study is to attempt to explain why the impact of Corporate Social Responsibility (CSR) initiatives may be different and/or more important in service firms compared...

... 2013 Consumer behavior Corporate social responsibility Loyalty A marketing research company was hired to obtain data via online survey. The sample was composed of adults over the age of 18 who had opted into the survey company's program and completed the survey in exchange...

...Beomjoon Choi; Suna La Purpose – This study seeks to examine perceived corporate social responsibility (CSR) with a focus on ethical and legal questions, related to the constructs such as recovery satisfaction, customer trust, and loyalty after a service failure. Design/methodology/approach...

...Rujirutana Mandhachitara; Yaowalak Poolthong Purpose This paper aims to examine the roles of corporate social responsibility (a non service‐related concept) and perceived service quality (a service‐related concept) in determining the attitudinal and behavioral loyalty of customers in the retail...