FRINK Linked Data Fragments server

Matches in SemOpenAlex for { <https://semopenalex.org/work/W2934280006> ?p ?o ?g. }

• W2934280006 endingPage "219" @default.
• W2934280006 startingPage "206" @default.
• W2934280006 abstract "Purpose The purpose of this paper is to examine the relationships between perceived justice and perceived corporate social responsibility (CSR) and the impact of perceived justice and CSR perceptions on customers’ behavioral responses, such as satisfaction and repatronage intention after service recovery. The authors also investigate the moderating role of service failure severity in the relationship between perceived justice and perceived CSR. Design/methodology/approach The data were collected using individually completed questionnaires. The proposed model was tested using structural equation modeling, and the moderation effects of failure severity in the relationship between perceived justice and perceived CSR were analyzed using stepwise multiple regression models. Findings The results suggest a path from satisfaction to CSR perceptions, which indicates that the link between CSR perceptions and satisfaction is reversed in the context of service recovery. The authors further reveal recovery satisfaction in two ways: It has a direct influence on repatronage intentions as well as an indirect influence via perceived CSR. Finally, the results demonstrate that the severity of a service failure intensifies the impact of distributive and procedural justice perceptions on perceived CSR, and perceived CSR serves as a partial mediator in the path from recovery satisfaction to repatronage intentions. Research limitations/implications The results demonstrate that perceived justice of service recovery affects perceived CSR after a service failure and that the severity of a service failure moderates the impact of justice perceptions on perceived CSR. However, the possibility of intercausal relationships among distributive, procedural and interactional justice may need to be further explored in future research. Practical implications Given that the impact of distributive and procedural justice on CSR perceptions has become more critical as the severity of service failure increases, companies should prioritize allocating a fair amount of monetary compensation in a timely manner, particularly for those who experience a severe service failure. Originality/value The authors propose a model of perceived justice – perceived CSR – repatronage intentions within the service recovery context in an attempt to deepen the understanding of the antecedents of repatronage intention and the relationship between repatronage intention and recovery satisfaction following service recovery encounters by introducing perceived justice and CSR. Moreover, the authors discover the moderating effect of service failure severity on the relationship between justice perceptions and perceived CSR." @default.
• W2934280006 created "2019-04-11" @default.
• W2934280006 creator A5023232205 @default.
• W2934280006 creator A5051923842 @default.
• W2934280006 date "2019-04-08" @default.
• W2934280006 modified "2023-10-13" @default.
• W2934280006 title "Perceived justice and CSR after service recovery" @default.
• W2934280006 cites W1584781907 @default.
• W2934280006 cites W1963804871 @default.
• W2934280006 cites W1969711833 @default.
• W2934280006 cites W1970492996 @default.
• W2934280006 cites W1970519141 @default.
• W2934280006 cites W1972385535 @default.
• W2934280006 cites W1973849164 @default.
• W2934280006 cites W1974891381 @default.
• W2934280006 cites W1974916389 @default.
• W2934280006 cites W1977578381 @default.
• W2934280006 cites W1979137387 @default.
• W2934280006 cites W1985721027 @default.
• W2934280006 cites W1986826909 @default.
• W2934280006 cites W1986866547 @default.
• W2934280006 cites W1994853321 @default.
• W2934280006 cites W1997460207 @default.
• W2934280006 cites W1998744955 @default.
• W2934280006 cites W2005956583 @default.
• W2934280006 cites W2009031364 @default.
• W2934280006 cites W2009939773 @default.
• W2934280006 cites W2011462441 @default.
• W2934280006 cites W2015310311 @default.
• W2934280006 cites W2018063455 @default.
• W2934280006 cites W2018761923 @default.
• W2934280006 cites W2025222167 @default.
• W2934280006 cites W2030999202 @default.
• W2934280006 cites W2031564884 @default.
• W2934280006 cites W2032343783 @default.
• W2934280006 cites W2033165209 @default.
• W2934280006 cites W2035880114 @default.
• W2934280006 cites W2036809829 @default.
• W2934280006 cites W2037595237 @default.
• W2934280006 cites W2041926580 @default.
• W2934280006 cites W2043471081 @default.
• W2934280006 cites W2047360494 @default.
• W2934280006 cites W2048793894 @default.
• W2934280006 cites W2051527059 @default.
• W2934280006 cites W2052397979 @default.
• W2934280006 cites W2057403374 @default.
• W2934280006 cites W2059441062 @default.
• W2934280006 cites W2065517342 @default.
• W2934280006 cites W2065954736 @default.
• W2934280006 cites W2067706163 @default.
• W2934280006 cites W2069550874 @default.
• W2934280006 cites W2069807755 @default.
• W2934280006 cites W2078492393 @default.
• W2934280006 cites W2080558153 @default.
• W2934280006 cites W2081010956 @default.
• W2934280006 cites W2083675669 @default.
• W2934280006 cites W2084233235 @default.
• W2934280006 cites W2085581251 @default.
• W2934280006 cites W2085635325 @default.
• W2934280006 cites W2093837508 @default.
• W2934280006 cites W2096320953 @default.
• W2934280006 cites W2097067870 @default.
• W2934280006 cites W2098362615 @default.
• W2934280006 cites W2098501331 @default.
• W2934280006 cites W2098554951 @default.
• W2934280006 cites W2098935104 @default.
• W2934280006 cites W2106096361 @default.
• W2934280006 cites W2107057308 @default.
• W2934280006 cites W2112938225 @default.
• W2934280006 cites W2113185103 @default.
• W2934280006 cites W2116812797 @default.
• W2934280006 cites W2119712412 @default.
• W2934280006 cites W2120907018 @default.
• W2934280006 cites W2121441690 @default.
• W2934280006 cites W2122912498 @default.
• W2934280006 cites W2123654171 @default.
• W2934280006 cites W2123683979 @default.
• W2934280006 cites W2145520874 @default.
• W2934280006 cites W2146385426 @default.
• W2934280006 cites W2153857756 @default.
• W2934280006 cites W2160638325 @default.
• W2934280006 cites W2163506333 @default.
• W2934280006 cites W2164309533 @default.
• W2934280006 cites W2165049547 @default.
• W2934280006 cites W2294044539 @default.
• W2934280006 cites W2299562724 @default.
• W2934280006 cites W2318181140 @default.
• W2934280006 cites W2461069270 @default.
• W2934280006 cites W3123695382 @default.
• W2934280006 cites W3124394317 @default.
• W2934280006 cites W3125824530 @default.
• W2934280006 cites W4231536446 @default.
• W2934280006 cites W4235678817 @default.
• W2934280006 cites W4238576754 @default.
• W2934280006 cites W4239435971 @default.
• W2934280006 cites W4239818978 @default.
• W2934280006 cites W4244528689 @default.
• W2934280006 cites W4246909570 @default.

• next