{"id":"https://openalex.org/W2902016754","doi":"https://doi.org/10.3390/su10124548","title":"Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery","display_name":"Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery","publication_year":2018,"publication_date":"2018-12-02","ids":{"openalex":"https://openalex.org/W2902016754","doi":"https://doi.org/10.3390/su10124548","mag":"2902016754"},"language":"en","primary_location":{"id":"doi:10.3390/su10124548","doi":"https://doi.org/10.3390/su10124548","is_oa":true,"landing_page_url":"http://dx.doi.org/10.3390/su10124548","pdf_url":"https://www.mdpi.com/2071-1050/10/12/4548/pdf","source":{"id":"https://openalex.org/S10134376","display_name":"Sustainability","issn_l":"2071-1050","issn":["2071-1050"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sustainability","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2071-1050/10/12/4548/pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5043240939","display_name":"Yuan\u2010Shuh Lii","orcid":"https://orcid.org/0000-0002-3709-6160","observed_orcids":["https://orcid.org/0000-0002-3709-6160"]},"institutions":[{"id":"https://openalex.org/I4880106","display_name":"Feng Chia University","ror":"https://ror.org/05vhczg54","country_code":"TW","type":"education","lineage":["https://openalex.org/I4880106"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Yuan-Shuh Lii","raw_affiliation_strings":["College of Business Department of Marketing, Feng Chia University, 40724 Taichung, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Department of Marketing, Feng Chia University, 40724 Taichung, Taiwan","institution_ids":["https://openalex.org/I4880106"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5055861070","display_name":"May-Ching Ding","orcid":"https://orcid.org/0000-0002-0888-9890","observed_orcids":["https://orcid.org/0000-0002-0888-9890"]},"institutions":[{"id":"https://openalex.org/I4880106","display_name":"Feng Chia University","ror":"https://ror.org/05vhczg54","country_code":"TW","type":"education","lineage":["https://openalex.org/I4880106"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"May-Ching Ding","raw_affiliation_strings":["College of Business Department of Marketing, Feng Chia University, 40724 Taichung, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Department of Marketing, Feng Chia University, 40724 Taichung, Taiwan","institution_ids":["https://openalex.org/I4880106"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032543943","display_name":"Chih-Huang Lin","orcid":"https://orcid.org/0000-0002-4813-154X","observed_orcids":["https://orcid.org/0000-0002-4813-154X"]},"institutions":[{"id":"https://openalex.org/I4880106","display_name":"Feng Chia University","ror":"https://ror.org/05vhczg54","country_code":"TW","type":"education","lineage":["https://openalex.org/I4880106"]}],"countries":["TW"],"is_corresponding":false,"raw_author_name":"Chih-Huang Lin","raw_affiliation_strings":["College of Business Department of Marketing, Feng Chia University, 40724 Taichung, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business Department of Marketing, Feng Chia University, 40724 Taichung, Taiwan","institution_ids":["https://openalex.org/I4880106"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5055861070"],"corresponding_institution_ids":["https://openalex.org/I4880106"],"apc_list":{"value":2400,"currency":"CHF","value_usd":2896},"apc_paid":{"value":2400,"currency":"CHF","value_usd":2896},"fwci":2.076,"has_fulltext":true,"cited_by_count":15,"citation_normalized_percentile":{"value":0.89405076,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":"10","issue":"12","first_page":"4548","last_page":"4548"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9990000128746033,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10880","display_name":"Environmental Sustainability in Business","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12738","display_name":"Corporate Identity and Reputation","score":9.999999747378752e-05,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.9210000038146973},{"id":"https://openalex.org/keywords/organizational-legitimacy","display_name":"organizational legitimacy","score":0.9549999833106995},{"id":"https://openalex.org/keywords/consumer-trust","display_name":"consumer trust","score":0.9990000128746033},{"id":"https://openalex.org/keywords/interpersonal-justice","display_name":"interpersonal justice","score":0.9940000176429749},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.671999990940094}],"concepts":[{"id":"https://openalex.org/C93225998","wikidata":"https://www.wikidata.org/wiki/Q1941972","display_name":"Moderation","level":2,"score":0.7049535512924194},{"id":"https://openalex.org/C141261163","wikidata":"https://www.wikidata.org/wiki/Q218600","display_name":"Corporate social responsibility","level":2,"score":0.6988754272460938},{"id":"https://openalex.org/C2775902765","wikidata":"https://www.wikidata.org/wiki/Q17080186","display_name":"Service recovery","level":4,"score":0.6982683539390564},{"id":"https://openalex.org/C46295352","wikidata":"https://www.wikidata.org/wiki/Q207982","display_name":"Legitimacy","level":3,"score":0.6171464920043945},{"id":"https://openalex.org/C139621336","wikidata":"https://www.wikidata.org/wiki/Q3190382","display_name":"Economic Justice","level":2,"score":0.5978291630744934},{"id":"https://openalex.org/C2779359184","wikidata":"https://www.wikidata.org/wiki/Q7102023","display_name":"Organizational justice","level":3,"score":0.5523071885108948},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5251519083976746},{"id":"https://openalex.org/C126583095","wikidata":"https://www.wikidata.org/wiki/Q1548752","display_name":"Organizational citizenship behavior","level":3,"score":0.4986894130706787},{"id":"https://openalex.org/C66204764","wikidata":"https://www.wikidata.org/wiki/Q219416","display_name":"Sustainability","level":2,"score":0.4689716100692749},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.46772539615631104},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3423907160758972},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3240315020084381},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.31950485706329346},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.29335248470306396},{"id":"https://openalex.org/C83030740","wikidata":"https://www.wikidata.org/wiki/Q267236","display_name":"Organizational commitment","level":2,"score":0.22272157669067383},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.19475144147872925},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.14473113417625427},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.058259516954422},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C94625758","wikidata":"https://www.wikidata.org/wiki/Q7163","display_name":"Politics","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3390/su10124548","doi":"https://doi.org/10.3390/su10124548","is_oa":true,"landing_page_url":"http://dx.doi.org/10.3390/su10124548","pdf_url":"https://www.mdpi.com/2071-1050/10/12/4548/pdf","source":{"id":"https://openalex.org/S10134376","display_name":"Sustainability","issn_l":"2071-1050","issn":["2071-1050"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sustainability","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:gam:jsusta:v:10:y:2018:i:12:p:4548-:d:187194","doi":null,"is_oa":false,"landing_page_url":"https://www.mdpi.com/2071-1050/10/12/4548/","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/su10124548","doi":"https://doi.org/10.3390/su10124548","is_oa":true,"landing_page_url":"http://dx.doi.org/10.3390/su10124548","pdf_url":"https://www.mdpi.com/2071-1050/10/12/4548/pdf","source":{"id":"https://openalex.org/S10134376","display_name":"Sustainability","issn_l":"2071-1050","issn":["2071-1050"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Sustainability","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Peace, justice, and strong institutions","id":"https://metadata.un.org/sdg/16","score":0.8046000003814697}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2902016754.pdf","grobid_xml":"https://content.openalex.org/works/W2902016754.grobid-xml"},"referenced_works_count":121,"referenced_works":["https://openalex.org/W57190301","https://openalex.org/W85710463","https://openalex.org/W129684355","https://openalex.org/W190127488","https://openalex.org/W626071750","https://openalex.org/W1547713199","https://openalex.org/W1560371066","https://openalex.org/W1660732960","https://openalex.org/W1780158451","https://openalex.org/W1912026742","https://openalex.org/W1963804871","https://openalex.org/W1968612550","https://openalex.org/W1969230877","https://openalex.org/W1970519141","https://openalex.org/W1971107992","https://openalex.org/W1973283870","https://openalex.org/W1973687016","https://openalex.org/W1975867836","https://openalex.org/W1976543439","https://openalex.org/W1979137387","https://openalex.org/W1979422830","https://openalex.org/W1979795160","https://openalex.org/W1983469491","https://openalex.org/W1983486117","https://openalex.org/W1984045333","https://openalex.org/W1985234314","https://openalex.org/W1988203348","https://openalex.org/W1988487435","https://openalex.org/W1997460207","https://openalex.org/W1997869247","https://openalex.org/W1999870995","https://openalex.org/W2000456211","https://openalex.org/W2005956583","https://openalex.org/W2008073538","https://openalex.org/W2010199015","https://openalex.org/W2012752879","https://openalex.org/W2014723826","https://openalex.org/W2015247717","https://openalex.org/W2018063455","https://openalex.org/W2019894798","https://openalex.org/W2020103314","https://openalex.org/W2021138611","https://openalex.org/W2023991906","https://openalex.org/W2024903400","https://openalex.org/W2026368098","https://openalex.org/W2029887391","https://openalex.org/W2031976495","https://openalex.org/W2035195074","https://openalex.org/W2035494440","https://openalex.org/W2035880114","https://openalex.org/W2036604521","https://openalex.org/W2037395059","https://openalex.org/W2038343491","https://openalex.org/W2038760016","https://openalex.org/W2040384293","https://openalex.org/W2040407388","https://openalex.org/W2041045044","https://openalex.org/W2043947871","https://openalex.org/W2044298660","https://openalex.org/W2046882907","https://openalex.org/W2048052918","https://openalex.org/W2050314830","https://openalex.org/W2051702044","https://openalex.org/W2053050475","https://openalex.org/W2055473481","https://openalex.org/W2056200685","https://openalex.org/W2059439548","https://openalex.org/W2059441062","https://openalex.org/W2059955887","https://openalex.org/W2062193161","https://openalex.org/W2065517342","https://openalex.org/W2069210232","https://openalex.org/W2075578818","https://openalex.org/W2078492393","https://openalex.org/W2081010956","https://openalex.org/W2085512995","https://openalex.org/W2085635325","https://openalex.org/W2086153442","https://openalex.org/W2090266480","https://openalex.org/W2092836187","https://openalex.org/W2096296573","https://openalex.org/W2099801393","https://openalex.org/W2100770576","https://openalex.org/W2104013281","https://openalex.org/W2106449805","https://openalex.org/W2111053589","https://openalex.org/W2121441690","https://openalex.org/W2122912498","https://openalex.org/W2128614305","https://openalex.org/W2131628941","https://openalex.org/W2137247419","https://openalex.org/W2143940364","https://openalex.org/W2145520874","https://openalex.org/W2146272101","https://openalex.org/W2153270679","https://openalex.org/W2161663387","https://openalex.org/W2162412465","https://openalex.org/W2163972238","https://openalex.org/W2164309533","https://openalex.org/W2164361990","https://openalex.org/W2173765169","https://openalex.org/W2184465492","https://openalex.org/W2188292394","https://openalex.org/W2313319791","https://openalex.org/W2317055807","https://openalex.org/W2321551949","https://openalex.org/W2335882338","https://openalex.org/W2339227136","https://openalex.org/W2493101627","https://openalex.org/W2735027315","https://openalex.org/W2744750322","https://openalex.org/W2766999976","https://openalex.org/W2810309841","https://openalex.org/W2865403122","https://openalex.org/W2908714538","https://openalex.org/W2908719465","https://openalex.org/W3121277531","https://openalex.org/W4235678817","https://openalex.org/W4244549379","https://openalex.org/W4252500375","https://openalex.org/W6996496820"],"related_works":["https://openalex.org/W2934280006","https://openalex.org/W2475819463","https://openalex.org/W2065954736","https://openalex.org/W4385660788","https://openalex.org/W2963995466","https://openalex.org/W1974891381","https://openalex.org/W4409646808","https://openalex.org/W3016384098","https://openalex.org/W2003428641","https://openalex.org/W2601218622"],"abstract_inverted_index":{"This":[0,180],"paper":[1],"investigates":[2],"the":[3,29,103,151,173,178,189],"relative":[4],"effect":[5,95,111,182],"of":[6,32,51,87,130,153,175,177,191],"anticipatory":[7,68,97],"justice":[8,73,98,114],"on":[9,96,112],"organizational":[10,59,100,138],"legitimacy":[11,60,101,139],"and":[12,44,61,74,99,115,140,167],"consumer":[13,19,62,78,116],"trust":[14,63,117],"that":[15,58,144,169],"further":[16,76],"leads":[17],"to":[18],"citizenship":[20,79],"behavior":[21],"following":[22],"service":[23,119,126,154,192],"failure":[24],"recovery":[25],"in":[26,70,150,172,188],"Taiwan.":[27],"Further,":[28],"moderating":[30],"role":[31],"sustainable":[33,88,141,158],"corporate":[34],"social":[35],"responsibility":[36],"(CSR)":[37],"practices":[38,90],"is":[39,161,170],"explored.":[40],"A":[41],"causal":[42],"relationship":[43],"survey":[45],"design":[46],"with":[47,137],"a":[48,82,84,92,164],"valid":[49],"sample":[50],"269":[52],"respondents":[53],"was":[54],"applied.":[55],"Findings":[56],"indicated":[57],"can":[64],"be":[65],"restored":[66],"through":[67],"justice,":[69],"particular":[71],"interpersonal":[72,113],"then":[75],"mediated":[77],"behavior.":[80],"As":[81],"moderator,":[83],"high":[85],"level":[86,105,174],"CSR":[89,142,159],"had":[91,109],"significantly":[93],"stronger":[94],"than":[102],"low":[104],"one":[106],"but":[107],"only":[108],"an":[110,134],"after":[118],"recovery.":[120,155,193],"Practical":[121],"implications":[122],"are":[123],"provided":[124],"for":[125],"providers.":[127],"The":[128],"value":[129],"this":[131],"research":[132],"proposes":[133],"integrated":[135],"model":[136,152],"practice":[143,160],"has":[145,183],"not":[146,184],"yet":[147],"been":[148,185],"tested":[149],"In":[156],"addition,":[157],"proposed":[162],"as":[163],"moderator":[165],"(high":[166],"low)":[168],"compared":[171],"strength":[176],"relationships.":[179],"moderation":[181],"found":[186],"previously":[187],"process":[190]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":2}],"updated_date":"2026-11-13T13:42:25.865203","created_date":"2018-12-11T00:00:00"}
