Purpose This study aims to investigate the joint effect of three factors – processing fluency, the individuals’ need for cognition (NFC) and mood – on consumer skepticism toward corporate social responsibility (CSR) messages. Design/Methodology/Approach Study 1 uses a 2 (fluency: high...

Purpose – Often, service failures are witnessed by other customers, but little is known about how consumers react to service recovery aimed at other customers. Using the deontic theory of justice, this paper aims to examine consumers' reactions to justice directed toward other customers....