How can ethical brands respond to service failures? Understanding how moral identity motivates compensation preferences through self-consistency and social approval

Suzanne van Gils; Kate E. Horton

doi:10.1016/j.jbusres.2018.07.042

How can ethical brands respond to service failures? Understanding how moral identity motivates compensation preferences through self-consistency and social approval

Suzanne van Gils^*, Kate E. Horton

^*Corresponding author for this work

Research output: Contribution to journal › Article › Academic › peer-review

11 Citations (Web of Science)

Original language	English
Pages (from-to)	455-463
Number of pages	9
Journal	Journal of Business Research
Volume	95
DOIs	https://doi.org/10.1016/j.jbusres.2018.07.042
Publication status	Published - Feb 2019

Keywords

Moral identity
Compensation
Ethical brands
Customers
BEHAVIOR
RECOVERY
APOLOGY
GREEN
SATISFACTION
WILLINGNESS
RECOGNITION
COMPLAINTS
INTENTION
JUDGMENTS

Access to Document

10.1016/j.jbusres.2018.07.042

Cite this

@article{18e08da1840b4357b662e2a5499845ca,

title = "How can ethical brands respond to service failures? Understanding how moral identity motivates compensation preferences through self-consistency and social approval",

keywords = "Moral identity, Compensation, Ethical brands, Customers, BEHAVIOR, RECOVERY, APOLOGY, GREEN, SATISFACTION, WILLINGNESS, RECOGNITION, COMPLAINTS, INTENTION, JUDGMENTS",

author = "{van Gils}, Suzanne and Horton, {Kate E.}",

year = "2019",

month = feb,

doi = "10.1016/j.jbusres.2018.07.042",

language = "English",

volume = "95",

pages = "455--463",

journal = "Journal of Business Research",

issn = "0148-2963",

publisher = "Elsevier Science",

}

TY - JOUR

T1 - How can ethical brands respond to service failures? Understanding how moral identity motivates compensation preferences through self-consistency and social approval

AU - van Gils, Suzanne

AU - Horton, Kate E.

PY - 2019/2

Y1 - 2019/2

KW - Moral identity

KW - Compensation

KW - Ethical brands

KW - Customers

KW - BEHAVIOR

KW - RECOVERY

KW - APOLOGY

KW - GREEN

KW - SATISFACTION

KW - WILLINGNESS

KW - RECOGNITION

KW - COMPLAINTS

KW - INTENTION

KW - JUDGMENTS

U2 - 10.1016/j.jbusres.2018.07.042

DO - 10.1016/j.jbusres.2018.07.042

M3 - Article

VL - 95

SP - 455

EP - 463

JO - Journal of Business Research

JF - Journal of Business Research

SN - 0148-2963

ER -