The purpose of this study is to examine firms’ motives underlying the adoption of sustainable practices. In particular, we focus on expected economic, social, and personal rewards. In addition, we
Retailers increasingly distribute products with a label guaranteeing that certain environmental or social criteria are met. These sustainable labels contribute directly to the creation of product
This research compares the impact of employee service recovery strategies with focus on affective (i.e., empathic concern) and cognitive empathy (i.e., perspective-taking) on customers’ emotional
Mystery calling is a specific form of mystery shopping that is often applied for evaluating customer contact services. Using data from both customers and mystery callers (MCs), we study the validity
Delivering fair service recovery is crucial to restoring customer satisfaction and repatronage. This study contends that organizational policies impact recovery fairness perceptions. Underpinned by