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
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Graduation Date
2012
Semester
Summer
Advisor
Ro, Heejung
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
STARS Citation
Albus, Heidi, "The Effects Of Corporate Social Responsibility On Service Recovery Evaluations In Casual Dining Restaurants." (2012). Electronic Theses and Dissertations. 2178.
https://stars.library.ucf.edu/etd/2178