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This study aims to examine consumption emotions and customer–company identification as mediating variables to explore the association of perceived corporate social responsibility (CSR) on green consumer behavior in a hospitality–lodging context.

Using a stimulus–organism–response framework, an integrated model is developed. The hypothesized relationships of the research model are tested using the structural equation modeling technique. Data were gathered from hotel guests at a UNESCO World Heritage Site in China.

Perceived CSR directly affects positive emotions, negative emotions and customer–company identification. Positive emotions significantly influence customer–company identification. Positive emotions and customer–company identification partially mediate the relationship between perceived CSR and green consumer behavior. Hotel type was not found to be a moderating factor.

Perceived CSR can act to influence consumers’ behaviors more broadly via an increased likelihood of engaging in green consumer behavior. Implementing CSR strategies at the company level may provide additional benefits to society as a whole. The proposed relationships need to be replicated in other service organizations, segments and cultures to better assess the generalizability of the findings.

This study investigates the association between consumption emotions and customer–company identification, which has been missing in the tourism/hospitality literature. This study also extends previous CSR literature by examining the potential moderating role of hospitality type.

The purpose of this paper is to provide a cross-cultural comparison of Chinese and American hospitality customers who report critical incidents and the resulting influences that these incidents and recovery efforts had on behavior. Recognizing that hospitality-based organizations are increasingly operating internationally, the study provides insights for managing customer relationships.

The study utilizes the critical incident technique in conjunction with a structured self-administered questionnaire. The sampling approach resulted in 1,146 usable responses.

The results demonstrate statistically significant cultural differences between American and Chinese consumers in terms of reported critical incident types, recovery approaches, and post-incident private voice, public voice, and repurchase intention.

This research uses cultural value scores for China and the USA as a way to explain and discuss the findings. Hofstede's model was not tested and the provided explanations should be viewed with caution.

The results of this research can provide practitioners with guidelines in regards to service recovery tactics, as well as insights into how customers respond to critical incidents across different cultures.

This study adds to the existing literature by investigating empirically critical incident types, recovery tactics, and the consumer post-encounter behaviors of public voice (i.e. complaining), private voice (i.e. negative word-of-mouth, positive word-of-mouth), and repurchase intention in China and the USA.

This paper suggests that he/she whom the customer holds most responsible for a service experience may influence which service quality dimensions take precedence in customer satisfaction, word‐of‐mouth intentions, and repurchase intentions. Results indicate that, when consumers find the contact employee more responsible for the experience, what is delivered is most important to evaluations of service quality, satisfaction, and behavioral intentions. When management is thought to be more responsible, how the service is delivered is essential to consumers’ evaluations. When responsibility is perceived as shared between the contact employee and management, the physical environment may play a larger role in influencing consumers’ satisfaction with the service experience.

The impact of service recovery attributions in determining consumers’ intentions of engaging in post‐recovery word‐of‐mouth behaviors is examined. Research questions are investigated utilizing satisfactory service recovery scenarios that vary in their perceived likelihood of reoccurrence (i.e. stability) and responsibility for the recovery (i.e. locus) in three service industries. Results indicate that consumers who have service failures satisfactorily corrected demonstrate a strong propensity to share positive information about their experience. As a person’s social network extends outward, stability and locus interact to influence intentions to discuss a service failure/recovery. A greater propensity to share information and higher levels of customer praise and recommendations were found for shorter service recovery times. Recommendations for customer service managers are provided.

This study examines the impact of fan identification on four distinct sponsorship outcomes: sponsor recognition, attitude toward the sponsor, sponsor patronage, and satisfaction with the sponsor. In addition, consistent with the identification literature we investigate the antecedents of prestige, domain involvement, and fan associations for predicting fan identification among sports spectators. Utilizing structural equation modeling the findings support the premise that highly identified fans are more likely to exhibit the investigated sponsorship outcomes. In addition, we found that the investigated antecedents may aid in predicting fan identification. Our findings are discussed, managerial implications presented, and future research directions provided.

This study aims to model and test the relationships between corporate social responsibility (CSR), corporate reputation, customer satisfaction and behavioral intentions.

A total of 451 complete questionnaires were obtained from randomly approached ethnic Chinese leisure tourists. Following a two-step approach, a measurement model was estimated and then a structural model analyzed to test proposed hypotheses.

CSR and reputation significantly impacted customer satisfaction, which, in turn, affected repurchase and word-of-mouth intentions. Customer satisfaction fully mediated the relationship between CSR and behavioral intentions in addition to corporate reputation.

The study considered only a limited number of lodging customers in a specific geographic area in China. Additional investigation across hospitality business types and cultures is needed.

Investments in CSR activities in a Chinese hospitality consumption context can contribute to customer satisfaction and ultimately contribute positively to customer future behaviors.

This study provides insights into the role that CSR may play for domestic Chinese hospitality customers. Little attention has been paid to the importance of corporate reputation in a tourism/hospitality context. This study contributes in helping to close this gap. Finally, this study embeds customer satisfaction within a framework of antecedents and consequences in an integrated causal model.

This research adopts Hofstede's typology of culture as a framework to test for cultural differences regarding consumer verbal behaviors in the context of a service provider switching incident.

The study includes respondents from five countries selected to provide global diversity by including cultures from Asia, Europe, South America, and North America. Cooperation from a variety of businesses was utilized in each country investigated to survey employees.

Findings indicate there are significant relationships between cultural orientation and: the propensity of engaging in discussion of service switching incidents; communication valence; the social network that private word‐of‐mouth is shared with; the likelihood of public complaint behavior.

The sample, while five‐country in design, is somewhat limited by its representation at the extremes (i.e. most developed and least developed) and from urban populations only. Within‐country differences are also not considered. A broad range of service sectors strengthens the results, but does not allow for sector‐specific conclusions. The results of this study can assist global service providers to better understand the role that culture plays in customer verbal behaviors as well as providing direction to formulate strategies and tactics to better manage the complaint process.

As service organizations become more globally diverse, understanding the subtle influences of cultural differences becomes increasingly important for building effective customer relationships. No study to date has examined consumer post‐switching verbal behaviors across a broad range of cultural settings.

With growing competition and the increasing complexity of commercial information, interpersonal communication continues to be important to marketers. Market mavens, those consumers with general product knowledge that act as disseminators of product information, play a central role in influencing others’ purchase decisions. Previous research, which has focused on mavens’ demographics and media consumption, has neglected the motives that drive these consumer communicators. From a survey of 326 consumers, we explore how those respondents ranked high on the maven scale differ in terms of their motivations to engage in word‐of‐mouth behavior from those scoring lower on the maven scale. Our results indicate that market mavens, compared with moderate and non‐mavens, are motivated to a greater extent by a sense of obligation to share information, a desire to help others, and feelings of pleasure associated with informing others about products. The relationship between initial information diffusion, maven group, and the investigated motivations are also explored. Implications for marketers targeting mavens are offered.

Business ethics provide a potent source of competitive advantage, placing increasing pressure on organizations to create and maintain an ethical workforce. Nonetheless, ethical breaches continue to permeate corporate life, suggesting that there is something missing from how we conceptualize and institutionalize organizational ethics. The current effort seeks to fill this void in two ways. First, we introduce an extended ethical framework premised on sensemaking in organizations. Within this framework, we suggest that multiple individual, organizational, and societal factors may differentially influence the ethical sensemaking process. Second, we contend that human resource management plays a central role in sustaining workplace ethics and explore the strategies through which human resource personnel can work to foster an ethical culture and spearhead ethics initiatives. Future research directions applicable to scholars in both the ethics and human resources domains are provided.