When doing good will not save us: Revisiting the buffering effect of CSR following service failures

Volume: 38, Issue: 9, Pages: 1608 - 1627
Published: Jun 25, 2021
Abstract
Past research offers inconsistent evidence on whether CSR is an effective service recovery strategy. Current debates overlook the signals that service failures send about the company, and their interplay with CSR. We propose a moderated mediation model showing that CSR's effectiveness for service recovery depends upon failure type. For failures signaling a lack of skills and expertise, CSR enhances warmth which in turn lowers revenge. Warmth...
Paper Details
Title
When doing good will not save us: Revisiting the buffering effect of CSR following service failures
Published Date
Jun 25, 2021
Volume
38
Issue
9
Pages
1608 - 1627
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