Purpose – The goal of the present conceptual paper is to integrate two streams of literature related to service failures: customer complaining behaviors (CCB) and service recovery literature. The suggested conceptual framework intends to broaden the thinking on consumers' complaint handling...

Purpose – The purpose of this study is to understand how consumers perceive corporate volunteering programs. In particular, the author examines the moderating role of information processing and customer relationship status on consumer attitudes towards two types of volunteering programs:...