STARS

Title

Shopping Around: Can Good Corporate Social Responsibility Lead to Positive Service Recoveries?

Author(s)

Heidi Albus, University of Central Florida
Hee Jung Ro, University of Central FloridaFollow

Keywords

corporate social responsibility; service recovery

Abstract

We have all experience 'bad service,' whether it be at the hands of ill-tempered waiting staff or a poorly trained shot manager, and you wouldn't be alone if you had regaled the story to friends and claimed, 'they've lost me a a customer forever!' But have you even been won back? And if you were, what was it that persuaded you to return? Some of the latest research from Ms. Heidi Albus and Dr. Heejung Ro at Rosen College for Hospitality Management investigates whether knowledge of a company's corporate social responsibility might have a significant effect on 'service recovery.'

Date Created

5-1-2019

Notes

Based on the article:

Albus, H. & Ro, H. (2017). Corporate social responsibility: The effect of green practices in a service recovery. Journal of Hospitlaity & Tourism Reserach, 41(1), 41-65. doi: 10.1177/1096348013515915

College

Rosen College of Hospitality Management

Type

article

STARS Citation

Albus, H. & Ro, H. (2019). Shopping around: Can good corporate social responsibility lead to positive service recoveries? Rosen Research Review, 1(1), pp. 26-29.