Keywords

Corporate social responsibility, service failure, service recovery, service recovery evaluation, casual dining

Abstract

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.

Notes

If this is your thesis or dissertation, and want to learn how to access it or for more information about readership statistics, contact us at STARS@ucf.edu

Graduation Date

2012

Semester

Summer

Advisor

Ro, Hee Jung

Degree

Master of Science (M.S.)

College

Rosen College of Hospitality Management

Department

Hospitality Services

Degree Program

Hospitality and Tourism Management

Format

application/pdf

Identifier

CFE0004348

URL

http://purl.fcla.edu/fcla/etd/CFE0004348

Language

English

Release Date

August 2012

Length of Campus-only Access

None

Access Status

Masters Thesis (Open Access)

Location

Rosen College of Hospitality Management

Subjects

Dissertations, Academic -- Hospitality Management, Hospitality Management -- Dissertations, Academic

Share

COinS