• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Journal of Business Research >Customers need to relate: The conditional warm glow effect of CSR on negative customer experiences
【24h】

Customers need to relate: The conditional warm glow effect of CSR on negative customer experiences

机译：客户需要联系：CSR对负面客户体验的条件温暖发光效果

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

In this article, we develop and empirically test a theoretical framework explaining when and how Corporate Social Responsibility (CSR) might influence evaluative judgments following a service failure. Across three studies, we find that company CSR enhances evaluations, but this effect is bounded by the fundamental need for relatedness, which reflects the extent to which individuals feel connected to others. That is, CSR enhances evaluations when this need is heightened versus not heightened, and when experiences involve human interaction versus a Self-Service Technology (SST). The findings are replicated using different sampling sources, real and hypothetical customer experiences, various relatedness cues, multiple product categories, and different evaluative judgments. The findings demonstrate that CSR helps to offset negative evaluations following a service failure but only under certain conditions. The managerial and theoretical implications of the findings are discussed.
机译：在本文中，我们开发和经验测试理论框架，解释了企业社会责任（CSR）在服务失败后可能影响评估判断的何时以及如何影响。在三项研究中，我们发现CSR公司增强了评估，但这种效果是受相关性的基本需求的束缚，这反映了个人与他人联系的程度。也就是说，CSR增强了这种需求，而不是加强这种需求，并且当经验涉及人为互动而是自助技术（SST）。使用不同的采样来源，实验和假设的客户体验，各种相关性提示，多种产品类别以及不同的评估判断，调查结果。调查结果表明，CSR有助于在服务失败后抵消负面评估，但仅在某些条件下。讨论了调查结果的管理和理论影响。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号