Purpose-The purpose of this paper is to explore the relationship between corporate social responsibility (CSR) and customer outcomes. Design/methodology/approach-This paper reviews the literature on CSR effects and satisfaction, noting gaps in the literature. Findings-A series of propositions is put forward to guide future research endeavours. Research limitations/implications-By understanding the likely impact on customer satisfaction of CSR initiatives vis-à-vis customer-centric initiatives, the academic research community can assist managers to understand how to best allocate company resources in situations of low customer satisfaction. Such endeavours are managerially relevant and topical. Researchers seeking to test the propositions put forward in this paper would be able to gain links with, and possibly attract funding from, banks to conduct their research. Such endeavours may assist researchers to redefine the stakeholder view by placing customers at the centre of a network of stakeholders. Practical implications-An understanding of how to best allocate company resources to increase the proportion of satisfied customers will allow bank marketers to reduce customer churn and hence increase market share and profits. Originality/value-Researchers have not previously conducted a comparative analysis of the effects of different CSR initiatives on customer satisfaction, nor considered whether more customer-centric initiatives are likely to be more effective in increasing the proportion of satisfied customers.

Purpose -Scant research has investigated retail banking customers' reactions to different corporate social responsibility (CSR) initiatives. This study seeks to investigate whether Taiwanese retail banking customers prefer corporate social responsibility (CSR) initiatives that favour themselves or other stakeholder groups (community, environment), and whether these initiatives impact customer attitude and behavioural intentions. Design/methodology/approach -Using an experimental survey design and a snowball sampling technique, 130 Taiwanese banking customers answered questionnaires examining attitude and behaviour in response to three different CSR initiatives. Findings -Customer-centric initiatives more powerfully impacted banking customers' attitude to the bank and behavioural intentions than environmental or philanthropic initiatives. However, the results were significant only for the difference between customer-centric and environmental initiatives. Originality/value -This is the first research examining banking customers' attitude and behaviour in response to different CSR initiatives in a Taiwanese setting. It has implications for banks developing CSR strategies.

Despite the burgeoning number of studies examining stakeholder effects of crisis communication and crisis causes, the varied categorizations used, together with inconsistent findings, has meant that knowledge gaps remain. Specifically, existing studies have not established whether a significant hierarchy of best communicated accounts exist that minimize crisis impact on stakeholder reactions. In addition, whether different crisis causes have different emotional, attitudinal and behavioral outcomes still requires examination.Further, crisis emotion research has been limited and has predominantly investigated anger and sympathy, indicating the need to explore a greater variety of crisis emotions.This investigation of the impact of a hierarchy of five crisis communication accounts and four crisis causes on multiple stakeholder reactions elicited several key findings. Although "confession" was the most preferred crisis account, "no comment" was almost as successful in mitigating negative reactions. Counterintuitively, confession reduced responsibility judgments. No comment was second to confession in mitigating negative, and promoting positive, reactions. Further, company control of a crisis was found to be the single most powerful predictor of stakeholder reactions. Involvement elicited multiple positive and negative crisis emotions, while different emotion categories elicited different behavioral intentions. Attitude to the company also impacted behavioral intentions.2

Teacher beliefs, teacher characteristics, and school contextual variables can result in differences in teacher instructional practices and differing classroom climates. Further investigation of these variables is important since differences in teachers contribute to differences in student outcomes.

Boys continue to demonstrate lower average achievement in reading than girls. The influence of teacher gender has been explored among the factors explaining this scenario but with mixed results. Further, although teacher expectations have affected student academic outcomes, and student gender-related stereotypical notions have shaped such expectations, the role of teacher gender within this scenario has been neglected. The current study was conducted with a sample of elementary schools, in New Zealand (a national setting where essentialist gender attitudes have existed and where policies to implement scholastic gender equity have been critiqued as unsuccessful). The influence of teacher gender and of a teacher-student gender match and mismatch on teacher's expectations of their elementary student reading achievement, was tested via hierarchical linear modelling. Male teachers' expectations were found to be lower for students of both genders in reading and negative implications for male teachers and their students' reading achievement were revealed.