ABSTRACT While Corporate Social Responsibility (CSR) has a positive influence on transactional outcomes following a service failure in the hospitality industry, little is known about its influence on consumer forgiveness, particularly relating to individual differences in subjective interpretations and perceptions. We investigate how different subjective interpretations (abstract and concrete mind-sets, i.e. construal level) and perceptions (i.e. warmth and competence) shape the effects of CSR on consumer forgiveness. Through three studies involving different service scenarios, we find that CSR effectively induces consumer forgiveness, with a stronger effect observed among those with an abstract mind-set (i.e. high-level construal) due to their warmth judgment. These findings underscore the importance of CSR in influencing consumer forgiveness and mitigating the negative outcomes of service failure, especially in situations where recovery with compensation is not feasible.