CSR-authenticity and conciliation after service failure: the role of apology and compensation
Yazarlar (3)
Gizem Atav
James Madison University, Amerika Birleşik Devletleri
James Madison University, Amerika Birleşik Devletleri
Subimal Chatterjee
Binghamton University State University Of New York, Amerika Birleşik Devletleri
Binghamton University State University Of New York, Amerika Birleşik Devletleri
Dr. Öğr. Üyesi Başak KURU Beykoz Üniversitesi, Türkiye
| Makale Türü | Özgün Makale (SSCI, AHCI, SCI, SCI-Exp dergilerinde yayınlanan tam makale) | ||
| Dergi Adı | Journal of Consumer Marketing (Q1) | ||
| Dergi ISSN | 0736-3761 Wos Dergi Scopus Dergi | ||
| Dergi Tarandığı Indeksler | SSCI | ||
| Makale Dili | Türkçe | Basım Tarihi | 08-2023 |
| Cilt / Sayı / Sayfa | 40 / 7 / 911–925 | DOI | 10.1108/JCM-08-2022-5550 |
| Makale Linki | https://doi.org/10.1108/jcm-08-2022-5550 | ||
| UAK Araştırma Alanları |
Tüketici Davranışları
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| Özet |
| Purpose This paper aims to explore how authentic corporate social responsibility (CSR) activities can serve as a proactive service recovery tool and shield service providers from the negative consequences of service failures. Specifically, the authors investigate the conditions under which such activities can encourage conciliatory behavior among aggrieved consumers and how adding reactive service recovery tools to the mix interferes with the process. Design/methodology/approach The authors conduct three experiments on an online panel and college student participants. The authors present a service failure scenario at a restaurant (late/subpar food delivery); vary the restaurant’s CSR activity (authentic, inauthentic or nonexistent); and test CSR’s impact on conciliatory behavior, the underlying mechanisms and how reactive service recovery tactics (apology/compensation … |
| Anahtar Kelimeler |
| Authenticity | CSR | Service failure | Service recovery |
BM Sürdürülebilir Kalkınma Amaçları
| Atıf Sayıları | |
| Scopus | 7 |
| Google Scholar | 13 |