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Article
Publication date: 5 August 2024

Sarah (Sa’arah) Alhouti, Kristina (Kris) Lindsey Hall and Thomas L. Baker

As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment…

Abstract

Purpose

As a company’s corporate social responsibility (CSR) image can protect from the backlash of a service failure, it is important to remind customers of the company’s CSR commitment when a service failure occurs. One novel mechanism for doing so is through a prosocial service recovery. However, explorations of such service recovery strategies are relatively unknown. Thus, this paper aims to examine how recoveries including prosocial elements compare to those only utilizing monetary compensation strategies and to explore boundary conditions for such effects.

Design/methodology/approach

This research utilizes an experimental design approach across three studies. Participants were recruited from Amazon’s Mechanical Turk.

Findings

This research demonstrates that a recovery including prosocial (vs only monetary) elements can positively impact purchase intent through the firms’ CSR perceptions. The authors show that the benefits of prosocial compensation are contingent on the motivation for visiting a company (e.g. hedonic vs utilitarian) as well as the degree to which the company is perceived as luxurious.

Originality/value

The series of studies provides important theoretical contributions to services marketers by advancing the understanding of novel recovery strategies and demonstrating when companies should initiate such strategies. Implications of the findings and directions for future research are explored.

Details

Journal of Services Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0887-6045

Keywords

Open Access
Article
Publication date: 9 July 2024

Allard van Riel and Hannah Snyder

Most papers and books on conducting literature reviews primarily emphasize achieving technical quality, ensuring reproducibility and validating results. Notwithstanding the need…

1511

Abstract

Purpose

Most papers and books on conducting literature reviews primarily emphasize achieving technical quality, ensuring reproducibility and validating results. Notwithstanding the need for technical excellence, there is also a need for relevance. The purpose of this study is to address that need and offer practical and constructive suggestions for enhancing the meaningful contribution of a literature review, thereby increasing its impact and relevance for publication.

Design/methodology/approach

In this conceptual paper, the authors explore strategies to enhance the relevance and contribution of a literature review. By clarifying the needs of diverse audiences and the principles of generating new insights, the authors provide a broad range of options without being prescriptive. Recognizing that every literature review is unique, this paper contrasts various approaches to offer flexible and adaptable guidance.

Findings

Literature reviews can be enjoyable to read and write, offering a wide range of substantial contributions that meet the expectations of readers and journal editors. This paper offers practical suggestions for prospective authors to make their reviews more relevant, invaluable and engaging, and summarizes these suggestions in a comprehensive checklist.

Research limitations/implications

The paper is not exhaustive but rather complements prevalent literature review methodologies.

Originality/value

Existing literature offers limited guidance on enhancing a review’s contribution to science, academic inquiry and society. This paper fills that gap by providing both academic considerations and practical recommendations, drawing on the author’s extensive experience in reviewing and conducting literature reviews.

Objetivo

La mayoría de los artículos y libros sobre la realización de revisiones de literatura enfatizan principalmente la obtención de calidad técnica, asegurando la reproducibilidad y validando resultados. A pesar de la necesidad de excelencia técnica, también existe la necesidad de la relevancia. El presente artículo aborda esa necesidad y tiene como objetivo ofrecer sugerencias prácticas y constructivas para mejorar la contribución significativa de una revisión de literatura, aumentando así su impacto y relevancia para su publicación.

Diseño/metodología/enfoque

En este artículo conceptual, los autores exploran estrategias para mejorar la relevancia y la contribución de una revisión de literatura. Al clarificar las necesidades de audiencias diversas y los principios para generar nuevos conocimientos, los autores proporcionan una amplia gama de opciones sin ser prescriptivos. Reconociendo que cada revisión de literatura es única, este artículo contrasta varios enfoques para ofrecer orientación flexible y adaptable.

Resultados

Las revisiones de literatura pueden ser placenteras de leer y escribir, ofreciendo una amplia gama de contribuciones sustanciales que satisfacen las expectativas de los lectores y editores de revistas. Este artículo ofrece sugerencias prácticas para que los autores potenciales hagan que sus revisiones sean más relevantes, valiosas y atractivas, y resume estas sugerencias en una lista de verificación integral.

Originalidad

La literatura existente ofrece una orientación limitada sobre cómo mejorar la contribución de una revisión a la ciencia, la investigación académica y la sociedad. Este artículo cubre ese vacío proporcionando consideraciones académicas y recomendaciones prácticas, basadas en la extensa experiencia de los autores en la revisión y realización de revisiones de literatura.

Limitaciones/implicaciones de la investigación

El artículo no es exhaustivo, sino que complementa las metodologías prevalentes de revisión de literatura.

目的

大多数关于如何进行文献综述的文章和书籍主要强调实现技术质量、确保可重复性和验证结果。尽管技术卓越性至关重要, 但同样需要注重相关性。本文正是为了满足这一需求, 旨在提供实用且建设性的建议, 以增强文献综述的有意义贡献, 从而增加其发表的影响力和相关性。

设计/方法论/途径

在这篇概念性文章中, 作者探讨了增强文献综述相关性和贡献的策略。通过阐明多样化受众的需求和生成新见解的原则, 作者提供了广泛的选项, 而不是一味地指示。认识到每篇文献综述都是独一无二的, 本文对比了各种方法, 以提供灵活和适应性的指导。

研究结果

文献综述可以既有趣味性又富有实质性贡献, 满足读者和期刊编辑的期望。本文为潜在作者提供了实用的建议, 使他们的综述更具相关性、不可或缺且引人入胜, 并将这些建议总结在一个全面的清单中。

独创性

现有文献对如何增强综述对科学、学术研究和社会的贡献提供的指导有限。本文通过结合学术考虑和实际建议, 弥补了这一空白, 基于作者在审阅和进行文献综述方面的丰富经验, 提供了独特的见解。

研究限制/启示

该文章并非详尽无遗, 而是对现有文献综述方法的补充。

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