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This study delves into the intricate dynamics between the severity of service failures and the justice perceptions of B2B customers, with a specific focus on their impact on subsequent service recovery satisfaction. Furthermore, it explores the nuanced relationship between recovery satisfaction and repurchase intention while scrutinizing the influence of perceived switching costs on this interaction.

The study centers around the logistics service market, employing institutional customers of logistics services as the primary unit of analysis. The conceptual model is empirically tested using a dataset comprising responses from 196 participants, employing PLS-SEM as the analytical approach.

The study reveals a negative impact of service failure severity on justice perceptions, with distributive justice showing no influence on recovery satisfaction. However, procedural justice and interactional justice positively affect recovery satisfaction. Furthermore, a positive connection is identified between service recovery satisfaction and repurchase intention, with perceived switching costs acting as a negative moderator in this interaction.

This research reaffirms the interplay between justice perceptions, recovery satisfaction and repurchase intention in B2B service settings. It underscores the influence of service failure severity on justice perceptions and establishes perceived switching cost as a moderator in the interaction between recovery satisfaction and repurchase intention.

The study underscores the imperative of careful and empathetic handling of distressed customers by personnel. Through effective recovery efforts and a well-calibrated combination of recovery mechanisms, service providers can instill a perception of higher switching costs in customers, acting as a deterrent to changing service providers.

This study is one of its kind which examines customer responses in the post-recovery phase of the service recovery journey, providing unique insights into the interaction between service failure severity, justice perceptions, recovery satisfaction, perceived switching costs and repurchase intention. Its contribution extends to the B2B services domain, particularly within the context of an emerging economy.

External relational capital is the value created by an organization’s relationships with outside stakeholders, such as customers. This study introduces and examines the concept of sustainable enclothed cognition to support it, aligning rational reasons, personal values and emotions with sustainable clothing choices not only fosters envisioning sustainable learning from a user perspective but also holds the potential to help companies quickly adapt and find alternative solutions, thereby minimizing production impacts on the environment and promising the future for sustainable fashion in the industry.

This study aims to explore how sustainable enclothed cognition, combined with envisioning sustainable learning, can enhance external relational capital in the fashion industry by fostering deeper connections between fashion brands and environmentally conscious consumers. Data collection took place between May and September 2021. A survey of 211 young workers was conducted, and the data were analyzed using partial least squares-structural equation modeling (PLS-SEM).

The findings demonstrate that prioritizing sustainable enclothed cognition can satisfy consumer demands, strengthen customer relationships and enhance competitive positioning in the fashion industry. Furthermore, the study provides actionable strategies for implementing envisioning sustainable learning, highlighting its transformative role in turning consumer alignment into external relational capital. This insight inspires a new perspective on the potential of sustainable learning in the fashion industry.

This research offers a deeper understanding of how companies can strategically manage their external customer relationships by using sustainable enclothed cognition to drive eco-innovation and enhance relational capital in the sustainable fashion industry. Findings support that textile companies provide fresh insights into their innovative capacity by aligning consumer rational reasons, values and emotions with learning practices. The study also underscores the pivotal role of envisioning sustainable learning in embedding sustainability into the core of fashion industry practices, delivering both theoretical and practical guidance on achieving long-term business success through sustainability.

This quantitative study aims to examine the mediating role of perceived corporate social responsibility (CSR) between organisational practices and affective commitment. Code of ethics, ethics training, transformational leadership and ethical climate were investigated as factors of perceived CSR.

This research model was evaluated using structural equation modelling and survey data from 184 employees of Malaysian pharmaceutical multinationals.

Perceived CSR mediated the relationship between code of ethics, transformational leadership, ethical climate and affective commitment.

The CSR investments aimed at developing an effective ethics programme, transformational leadership practices and ethical climate could improve organisational competitiveness by strengthening employees’ perceived CSR and affective commitment.

The systematic investigation of various organisational controls that establish a corporate environment of ethics and social responsibility sets a precedent for past piecemeal approaches. The existing body of knowledge is based on Western countries, which revealed insights unique to pharmaceutical multinationals in a transitional Asian economy.