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EMAC 2024 Annual


Service Failures in Service Alliances: The Mitigating Role of Service Provider Social Responsibility in Customer Attribution of Blame
(A2024-118021)

Published: May 28, 2024

AUTHORS

Abdullah Almashayekhi, King Fhad University of Petroleum and Minerals

ABSTRACT

This study examines the impact of a service provider's perceived social responsibility on the reduction of consumer blame in cases of co-delivered service failure. To test the theorized effects, participants were randomly assigned to two conditions of high versus low service provider CSR. The findings demonstrate that a service provider's perceived CSR has a pivotal role in mitigating adverse outcomes for service providers. When a service failure is co-delivered, the likelihood of attributing blame to a partner is reduced if the partner is viewed as socially responsible. The findings underscore the importance for firms involved in service alliances to acknowledge the potential occurrence of unwarranted and unjustifiable consumer blame in response to service failures. The findings also demonstrate the significance of CSR for organizations, particularly those involved in partnerships, and emphasize the necessity of transparency in delivering collaborative services.