Corporate social responsibility on customer behaviour: the mediating role of corporate image and customer satisfaction

Wang, Chih-Chuan

doi:10.1080/14783363.2018.1444985

Cited by 62 publications

(56 citation statements)

References 80 publications

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“…Results derived from the competing model indicated that CSR activities had a positive impact on the corporate image (H1) and organizational commitment (H2). This finding implies that OFFs can significantly improve their corporate image and enhance (Carter and Jennings, 2002;Brammer et al, 2007;Kim et al, 2010;Chiu and Hsu, 2010;Youn et al, 2018;Wang, 2020). The present results also showed that corporate image was positively related to organizational commitment (H4) and organizational performance (H5), implying that OFFs with a good corporate image can not only create positive customer perceptions but also enhance employees' commitment to the organization.…”

Section: Structural Equation Modeling: Hypotheses Testingsupporting

confidence: 64%

“…Recent studies have also explored the influence of other variables, such as corporate reputation or image, on the relationship between CSR and firm performance (Alamgir and Uddin, 2017;Kim et al, 2017). Some researchers argue that CSR has a strong impact on a corporate image by creating positive customer perceptions (Chiu and Hsu, 2010;Wang, 2020). Further, reputation has been found to have a positive impact on a firm's market share and its market returns in terms of assets and equity (Frynas and Yamahaki, 2016).…”

Section: Introductionmentioning

confidence: 99%

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Can corporate social responsibility enhance organizational image and commitment in the ocean freight forwarding industry?

Yang

Lai

Zhu

2021

MABR

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Purpose In the past few decades, the concept of corporate social responsibility (CSR) has received substantial interest in the competitive business environment. This study aims to empirically examine the impact of CSR on corporate image, organizational commitment and organizational performance in ocean freight forwarders. Design/methodology/approach Five critical CSR dimensions were identified based on factor analysis: consumer interests, employee interests, environmental management, disclosure and corporate commitment and sponsorship. Structural equation modelling was subsequently performed to examine the hypothesized relationships among CSR, corporate image, organizational commitment and organizational performance. Findings Results indicated that CSR had significantly positive effects on corporate image and organizational commitment, whereas corporate image was positively related to organizational commitment and organizational performance, respectively. Organizational commitment was also positively related to organizational performance. However, CSR did not have a significant direct effect on organizational performance. Research limitations/implications This study intended to conduct a survey on logistics service providers; however, due to the limited availability of research on ocean freight forwarding service providers, the present sample was limited to ocean freight forwarding enterprises. Originality/value From a theoretical perspective, this study contributes to the field by identifying the important dimensions of CSR and their effects on corporate image, organizational commitment and organizational performance. Particularly, it demonstrated the effect of CSR on ocean freight forwarding employees’ organizational commitment.

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Section: Structural Equation Modeling: Hypotheses Testingsupporting

confidence: 64%

Section: Introductionmentioning

confidence: 99%

Can corporate social responsibility enhance organizational image and commitment in the ocean freight forwarding industry?

Yang

Lai

Zhu

2021

MABR

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“…In particular, several studies found the corporate image to be an important driver of customer loyalty [41], and also has an essential impact on customer satisfaction [42]. However, Kevork and Vrechopoulos [43] depicted that consumer loyalty is as elevated an identification result as consumers' psychological confirmation because affirmation of each is accelerated by using a summarized corporate image [44,45]. Providing better quality of service leads to customer satisfaction, which in turn creates customer loyalty, cuts complaints, and improves bank-client relationships.…”

Section: Nexus Between Corporate Image Service Satisfaction and Customer Loyaltymentioning

confidence: 99%

Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership

Hossain¹

2021

Sustainability

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Today, the banking sector plays a significant role due to the substantial increase in the number of banks and has become an intensely competitive field. The purpose of this paper is to strengthen knowledge of retail banking services by finding the interrelationships between service justice, service quality, social influence, and corporate image concerning service satisfaction and loyalty. In addition, we sought to determine the moderating effect of bank ownership (i.e., state-owned and private sector banks) on the above relationships. Data were collected at random through online surveys that were analyzed using structural equation modeling. Empirical findings revealed that service justice and quality have a significant effect on service satisfaction and customer loyalty. Social influence has a significant effect on customer loyalty, but not on service satisfaction; however, corporate image is positively related to service satisfaction, but not to customer loyalty. Understandably, service satisfaction was assumed to have a fundamental relationship to consumer loyalty. However, moderation results indicated that state or private sector ownership of banks was an equally important moderating factor for almost all dimensions relevant to customer loyalty, other than service justice, social influence, and service satisfaction. The study presents theoretical contributions and considers the managerial implications for banking services that are potentially applicable to other financial institutions.

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“…Ideas of connecting CSR with customers' behaviour is not new but it is still not very present in the scientific literature. Wang (2020) has recognized that "the mechanisms underlying how CSR can affect the consumer behavioural intention have rarely been addressed in the literature"; this empirical study (developed in the bicycle manufacturing industry using 491 valid questionnaires from the consumers and by analysing them using the structural equation modelling) has shown that CSR has a positive effect on corporate image, customer satisfaction, and price premium. In addition, "CSR can affect the customer behavioural intention (purchase intention and price premium) through enhancing corporate image and customer satisfaction" [15].…”

Section: Brief Literature Review On Corporate Social Responsibilitymentioning

confidence: 99%

A proposed scenario to characterize costumers’ perceptions on social responsibility

Semeredi

Borca²,

Drăghici

et al. 2021

MATEC Web Conf.

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Water and sewer companies face the challenge of improving customers’ satisfaction, simultaneously with their awareness on environmental issues. Results provided by surveys are essential for environment management and to monitor customer perception on services quality of water companies. However, their activity is strongly linked with social responsibility because they provide vital services to communities. This study proposes an innovative approach based on a longitudinal study that makes possible to compare the customers’ perception on the provided services that have been linked with social responsibility dimensions, in the case of a water company Aquatim, Timisoara, Romania. The proposed research scenario is useful for improving the communication strategy when developing social responsibility activities and actions that prompt services quality improvements.

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Corporate social responsibility on customer behaviour: the mediating role of corporate image and customer satisfaction

Cited by 62 publications

References 80 publications

Can corporate social responsibility enhance organizational image and commitment in the ocean freight forwarding industry?

Can corporate social responsibility enhance organizational image and commitment in the ocean freight forwarding industry?

Effects of Service Justice, Quality, Social Influence and Corporate Image on Service Satisfaction and Customer Loyalty: Moderating Effect of Bank Ownership

A proposed scenario to characterize costumers’ perceptions on social responsibility

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