What question did this study set out to answer?

Investigate how organizations rationalize service reductions during crises and examine how these justifications shape public perceptions of fairness, trust, and organizational legitimacy.

August 20, 2026Journal of Service ResearchOpen Access

Crisis-Induced Service Decline Rationalization (CISDR): Reconfiguring Organizational Frontlines in Extreme Contexts

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Authors

AMAli B. MahmoudSt. John's University VKV. KumarBrock University LFLeonora FuxmanSt. John's University

Discussion

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Implication

Social media analysis reveals that crisis-justified service cuts provoke consumer perceptions of opportunism and distrust, highlighting risks to organizational legitimacy during disruptions.

Key Points

Investigate how organizations rationalize service reductions during crises and examine how these justifications shape public perceptions of fairness, trust, and organizational legitimacy.
Conducted thematic, sentiment, and emotion analyses of public social media commentary (N = 2,371).
Applied situational crisis communication theory, stakeholder theory, and legitimacy theory to evaluate customer interpretations of crisis-induced frontline service adaptations.
Identified four prominent themes in consumer discourse: inconsistent frontline communication, perceived opportunism, operational failures, and customer frustration with access constraints.
Mapped four corresponding frontline mismatches (rule–coherence, motive, capability–promise, and access–fairness) that provoke negative consumer attributions and threaten organizational trust and legitimacy.

Cite This Study

Mahmoud et al. (2026) studied this question.

synapsesocial.com/papers/6a86b5b08a91293e6a1cd2ee https://doi.org/10.1177/10946705261471935

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August 20, 2026Journal of Service ResearchOpen Access

Crisis-Induced Service Decline Rationalization (CISDR): Reconfiguring Organizational Frontlines in Extreme Contexts

View Full Paper

Ask AI

Bookmark

Authors

AMAli B. MahmoudSt. John's University VKV. KumarBrock University LFLeonora FuxmanSt. John's University

Discussion

Member takes

Implication

Social media analysis reveals that crisis-justified service cuts provoke consumer perceptions of opportunism and distrust, highlighting risks to organizational legitimacy during disruptions.

Key Points

Investigate how organizations rationalize service reductions during crises and examine how these justifications shape public perceptions of fairness, trust, and organizational legitimacy.
Conducted thematic, sentiment, and emotion analyses of public social media commentary (N = 2,371).
Applied situational crisis communication theory, stakeholder theory, and legitimacy theory to evaluate customer interpretations of crisis-induced frontline service adaptations.
Identified four prominent themes in consumer discourse: inconsistent frontline communication, perceived opportunism, operational failures, and customer frustration with access constraints.
Mapped four corresponding frontline mismatches (rule–coherence, motive, capability–promise, and access–fairness) that provoke negative consumer attributions and threaten organizational trust and legitimacy.

Cite This Study

Mahmoud et al. (2026) studied this question.

synapsesocial.com/papers/6a86b5b08a91293e6a1cd2ee https://doi.org/10.1177/10946705261471935

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