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 propose that power moderates the effect...

Using an experimental research design, this study investigates the influence of customer perceptions of corporate social responsibility (CSR) on customer attitudes (loyalty, trust and commitment) and behavioral intentions (patronage intentions, switching intentions and word of mouth). Focusing...

Purpose: There is a growing trend that hospitality brands are allowing employees to personalize their workplace display. Following this trend in practice, this paper aims to examine the influence of employees’ conspicuous consumption cues (ECCCs) on consumer responses toward service failures...

Purpose: The purpose of this paper is to explore the relationship between innovation and authenticity by developing a conceptual framework that illuminates the key constructs. Design/methodology/approach: The paper adopts a common perspective – the customer – for both innovation and...

Purpose This study aims to address a novel information sharing phenomenon among many hospitality consumers, that is, sharing information during, rather than weeks after, a hospitality consumption experience. Specifically, this study tests if including a temporal contiguity cue in a review can...

Purpose – Existing research on demographic stereotypes of employees suggests that ethnicity and gender are important determinants of consumer perceptions and behaviors. Based on the Stereotype Content Model and the Role Congruity Theory, the purpose of this paper is to examine the effect of...