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August 19, 2026Journal of Services MarketingOpen Access

Crisis governance, legitimacy, and consumer ethics in service systems

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Authors

NKNikolaos Iason KoufodontisPGPrachi Gala

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Overview

Mixed-methods study reveals that restrictive crisis governance fragments ethical compliance into autonomy-driven resistance across consumers, highlighting the need for legitimacy-focused...

Key Points

  • To examine how crisis-related service restrictions shape consumer ethical responses and to construct a dual-process model explaining the roles of legitimacy and autonomy perceptions.
  • Conducted a combined semi-systematic and integrative literature review to establish the theoretical dual-process framework.
  • Employed a mixed-methods design combining online discourse analysis and survey data from international consumers in the tourism sector.
  • Restrictive service governance fragmented ethical legitimacy, yielding behavioral stances that varied from legitimacy-driven compliance to autonomy-driven resistance.
  • Consumer ethical postures were primarily determined by identity-coded moral orientations and perceived legitimacy rather than demographic characteristics.

Cite This Study

Koufodontis et al. (2026) studied this question.

synapsesocial.com/papers/6a85636403308d306e2d6833https://doi.org/10.1108/jsm-01-2026-0093
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1Crisis-Induced Service Decline Rationalization (CISDR): Reconfiguring Organizational Frontlines in Extreme Contexts2026
  2. 2Under Pressure to Comply: How Neoliberal Governance Affords Consumer Self-Responsibility2025
  3. 3Ethical crisis communication and distributed accountability in algorithmically managed transport systems: a normative governance framework2026 · 1 citations
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  5. 5Governing Crisis2025 · 1 citations