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Service Failure: The Effect of Corporate Social Responsibility on Consumer Forgiveness

thesis
posted on 10.06.2019 by CHIA YEN YANG
Is CSR effective to influence consumers to forgive service firms following a service failure? This research not only found that CSR has a direct positive effect on consumer forgiveness, but this direct effect indeed is mediated by perceived warmth or/and perceived competence toward the firm, and is moderated by consumers’ construal level. This work provides practical implications by offering fresh insights to managers and service firms on how to reduce harm of a service failure.

History

Principal supervisor

Fandy Tjiptono

Year of Award

2019

Department, School or Centre

School of Business and Economics (Monash University Malaysia)

Course

Doctor of Philosophy

Degree Type

DOCTORATE

Faculty

Faculty of Business and Economics

Exports

Exports