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The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants.
| Title: | The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants. |
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| Name(s): |
Albus, Heidi, Author Ro, Hee Jung, Committee Chair Parsa, Haragopal, Committee Member Kwun, David, Committee Member , Committee Member University of Central Florida, Degree Grantor |
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| Type of Resource: | text | |
| Date Issued: | 2012 | |
| Publisher: | University of Central Florida | |
| Language(s): | English | |
| Abstract/Description: | This study examined the effects of Corporate Social Responsibility (CSR) on service recovery in terms of customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. More specifically, this study proposed that CSR will have a halo effect on negative service recovery incidents and mitigate the adverse effects of the poor recovery. An experimental study consisting of a 3x2 between subjects factorial design was used. Three CSR conditions (positive, negative, and no CSR) were matched with two service recovery conditions (positive or negative). Four hundred and eighteen subjects were recruited by a reputed marketing research firm. Results of this study showed that CSR and service recovery have a significant effect on customer satisfaction, repeat patronage, word of mouth, and consumer trust in casual dining restaurants. Furthermore, the results showed that CSR enhances the positive effects of good service recovery. | |
| Identifier: | CFE0004348 (IID), ucf:49418 (fedora) | |
| Note(s): |
2012-08-01 M.S. Hospitality Management, Hospitality Services Masters This record was generated from author submitted information. |
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| Subject(s): | corporate social responsibility -- service failure -- service recovery -- service recovery evaluation -- casual dining | |
| Persistent Link to This Record: | http://purl.flvc.org/ucf/fd/CFE0004348 | |
| Restrictions on Access: | public 2012-08-15 | |
| Host Institution: | UCF |
