Current Search: corporate social responsibility -- service failure -- service recovery -- service recovery evaluation -- casual dining (x)
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Title
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The Effects of Corporate Social Responsibility on Service Recovery Evaluations in Casual Dining Restaurants.
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Creator
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Albus, Heidi, Ro, Hee Jung, Parsa, Haragopal, Kwun, David, University of Central Florida
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Abstract / Description
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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,...
Show moreThis 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.
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Date Issued
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2012
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Identifier
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CFE0004348, ucf:49418
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Format
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Document (PDF)
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PURL
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http://purl.flvc.org/ucf/fd/CFE0004348
