How Does Corporate Social Responsibility Affect Consumer Response to Service Failure in Buyer–Seller Relationships?

2014/10/30 by Lisa E. Bolton, Anna S. Mattila · 264 citations
Business, Management and Accounting · Psychology · #Affect (linguistics) #Business #Corporate Social Responsibility Reporting #Corporate social responsibility #Customer Service Quality and Loyalty #Customer satisfaction #Framing (construction) #Job Satisfaction and Organizational Behavior #Loyalty #Loyalty business model #Marketing #Psychology #Public relations #Service (business) #Service quality

paper · doi:10.1016/j.jretai.2014.10.001

published in Journal of Retailing 91(1), 140-153 (Elsevier BV)

openalex publication_date 2014/10/30 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/28

Citations

• Revisiting the Satisfaction–Loyalty Relationship: Empirical Generalizations and Directions for Future Research
• A model of (often mixed) stereotype content: Competence and warmth respectively follow from perceived status and competition.

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