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

DOI

10.1016/j.ijhm.2014.08.007

Link to Publisher's Edition

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

ISSN (print)

02784319

ISSN (electronic)

18734693

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