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It's all good : corporate social responsibility reduces negative and promotes positive responses to service failures among value-aligned customers

Joireman, Jeff; Smith, Dustin; Liu, Richie L.; Arthurs, … - In: Journal of public policy & marketing : JPP & M ; an … 34 (2015) 1, pp. 32-49

Persistent link: https://www.econbiz.de/10011293445

Consumer complaining behavior in banking : the influence of brand image on brand forgiveness and negative word-of-mouth

Tosun, Petek; Gürce, Merve Yanar - In: Journal of financial services marketing 29 (2024) 2, pp. 203-213

Persistent link: https://www.econbiz.de/10015057657

How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?

Bolton, Lisa E.; Mattila, Anna S. - In: Journal of retailing 91 (2015) 1, pp. 140-153

Persistent link: https://www.econbiz.de/10010500739

The effect of CSR on consumer behavioral responses after service failure and recovery

Fatma, Mobin; Khan, Imran; Rahman, Zillur - In: European business review : EBR ; the official journal … 28 (2016) 5, pp. 583-599

Persistent link: https://www.econbiz.de/10011588576

Socially responsible cocreation in service recovery : the role of pride in prosocial compensation

Alhouti, Sarah; Hall, Kristina K. Lindsey; Kuo, Andrew; … - 2025

Persistent link: https://www.econbiz.de/10015396299

Decoding consumers' CSR scepticism : service recovery experience perspective

Kushwah, Mihir Kumar; Srivastava, Himanshu Shekhar - In: Marketing intelligence & planning 41 (2023) 3, pp. 265-278

Persistent link: https://www.econbiz.de/10014312974

CSR-authenticity and conciliation after service failure : the role of apology and compensation

Atav, Gizem; Chatterjee, Subimal; Kuru, Basak - In: Journal of consumer marketing 40 (2023) 7, pp. 911-925

Persistent link: https://www.econbiz.de/10014471145

The Effects of Perceived Justice on Customers' Recovery Satisfaction and Customers' Trust in Domestic Airline Companies

Kazemi, Mehdi - 2013

Since failures are inevitable where any service is offered, the subsequent complaints are predictable, and thus, considering suitable policies to handle the customers' complaints is essential. The purpose of the present study is to investigate the effect of the perceived justice by the airline...

Persistent link: https://www.econbiz.de/10013074575

Emotion and trust in virtual service assistant design for effective service recovery

Le, Hoang T. P. M.; Park, Jungkun; Lee, Sangwoo - In: Journal of retailing and consumer services 74 (2023), pp. 1-11

Persistent link: https://www.econbiz.de/10014364045

The impact of employee empathy on brand trust in organizational complaint response emails : a closer look at linguistic realization

Van Herck, Rebecca; Decock, Sofie; De Clerck, Bernard; … - In: International journal of business communication : IJBC … 60 (2023) 4, pp. 1220-1266

Persistent link: https://www.econbiz.de/10014365724