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The Effects Of Corporate Social Responsibility On Service Recovery Evaluations In Casual Dining Restaurants., Heidi Albus
The Effects Of Corporate Social Responsibility On Service Recovery Evaluations In Casual Dining Restaurants., Heidi Albus
Electronic Theses and Dissertations
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. …
More Than Money: Corporate Social Performance And Reporting And The Effect On Economic Performance, Kimberly A. Zahller
More Than Money: Corporate Social Performance And Reporting And The Effect On Economic Performance, Kimberly A. Zahller
Electronic Theses and Dissertations
The three studies in this dissertation explore the relationship between Corporate Social Responsibility (CSR) and Corporate Financial Performance (CFP). CSR consists of social, ethical, and environmental performance dimensions that have not traditionally appeared in mandated financial reports and largely reflect societal expectations for corporate behavior beyond legal and regulatory constraints. CSR is reflected in both corporate actions (performance outcomes) and voluntary reporting (disclosure), and the two are not necessarily equivalent due to managerial discretion in disclosure. Although the mechanisms remain unclear, the general consensus is that there is a positive relationship between CSR and CFP. In considering the drivers and …