http://dx.doi.org/10.1016/j.ijhm.2014.08.007">
 

Document Type

Journal Article

Department/Unit

Department of Marketing

Title

Effect of corporate social responsibility, customer attribution and prior expectation on post-recovery satisfaction

Language

English

Abstract

© 2014 Elsevier Ltd. A conceptual model is proposed to account for how customers' attributions of the cause of a service failure, their perceptions of a firm's social responsibility and their prior expectations can influence post-recovery satisfaction through the mediating effect of customer-company (C-C) identification. It was tested in the context of hospitality services. Findings from a survey of 281 restaurant patrons show that after a service failure, favorable corporate social responsibility (CSR) perception can help mitigate the negative effects of internal cause attribution on customer identification and ultimately contribute to post-recovery satisfaction. Besides, the interaction effect of CSR perception and attribution on C-C identification is particularly salient for customers with higher prior expectation. Findings also highlight that the dynamic interaction effect among attribution, CSR perception and prior expectation on customer post-recovery satisfaction is mediated by C-C identification.

Keywords

Corporate social responsibility, Customer attribution, Customer-company identification, Post-recovery satisfaction, Prior expectation, Service failure

Publication Date

2014

Source Publication Title

International Journal of Hospitality Management

Volume

43

Start Page

87

End Page

97

Publisher

Elsevier

ISSN (print)

02784319

ISSN (electronic)

18734693

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