Purpose – While firms have widely adopted corporate social responsibility (CSR) initiatives in their supply chains, there is little work simultaneously examining the drivers and outcomes of such initiatives. Specifically, it is not clear how different institutional contexts may shape them. The...

Although customer satisfaction and loyalty have attracted a lot of attention in service management research, relatively few studies have examined the impact of waiting time and service quality on customer satisfaction and repurchase frequency. In this study, we model the relationships between...