Purpose Presently, loyalty 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,...

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 focus on the positive...

Studies highlight the importance of corporate social responsibility (CSR) for companies' stakeholders. Consumers, however, are often unaware of such initiatives. Understanding how to effectively communicate socially responsible initiatives is an important challenge for both researchers and...