2016
DOI: 10.1108/imr-04-2014-0115
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Drivers and customer satisfaction outcomes of CSR in supply chains in different institutional contexts

Abstract: STRUCTURED ABSTRACT:Purpose -While firms have widely adopted corporate social responsibility (CSR)

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Cited by 30 publications
(34 citation statements)
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“…These findings are consistent with our reasoning that the level of foreign customer host-country sustainable development in different dimensions reflects the foreign customers' expectations of how firms should conduct their operations to achieve organizational legitimacy in a given country (Brammer et al, 2009;Rathert, 2016). In other words, supplier CRM-led philanthropic CSR reputation meets foreign customers' expectations in appropriately signalling organizational legitimacy in a country with a reputation for achieving a high level of environmental wellbeing in sustainable development (Jean et al, 2016). Foreign customers in a country with a reputation for achieving a high level of economic wellbeing in sustainable development, on the other hand, do not view CRM-led philanthropic CSR reputation as an appropriate legitimacy signal that firms are operating in a legitimate manner.…”
Section: "Insertsupporting
confidence: 88%
See 1 more Smart Citation
“…These findings are consistent with our reasoning that the level of foreign customer host-country sustainable development in different dimensions reflects the foreign customers' expectations of how firms should conduct their operations to achieve organizational legitimacy in a given country (Brammer et al, 2009;Rathert, 2016). In other words, supplier CRM-led philanthropic CSR reputation meets foreign customers' expectations in appropriately signalling organizational legitimacy in a country with a reputation for achieving a high level of environmental wellbeing in sustainable development (Jean et al, 2016). Foreign customers in a country with a reputation for achieving a high level of economic wellbeing in sustainable development, on the other hand, do not view CRM-led philanthropic CSR reputation as an appropriate legitimacy signal that firms are operating in a legitimate manner.…”
Section: "Insertsupporting
confidence: 88%
“…Model 1 shows a positive relationship between supplier CRM-led philanthropic CSR reputation and foreign customer business engagement (Model 1: β = .329, p < .010), in support of H1. We reason that a supplier uses its CRM-led philanthropic CSR reputation to legitimate its operations in the eyes of its foreign customers (Hadjikhani et al, 2016;Jean et al, 2016). Foreign customers will have a stronger intention and willingness to do more business with a supplier who appears to have greater legitimacy.…”
Section: Analysis and Resultsmentioning
confidence: 99%
“…In this context, legitimacy—that is, the perception that the firm's actions conform to institutional rules and are thus appropriate (Suchman 1995)—contributes to the firm's success and survival by enabling the firm to gain the support and commitment of key stakeholders and access to important resources (e.g., DiMaggio and Powell 1983; Meyer and Rowan 1977). In the GC domain, institutional theory has been used to study the influence of the institutional environment on firms’ international corporate social responsibility (CSR) practices (e.g., Jean et al 2016; Rathert 2016; Young and Makhija 2014), global marketing strategies (e.g., Rao-Nicholson and Khan 2017), and entry mode decisions (e.g., Davis, Desai, and Francis 2000). For example, in a study of firms’ motivations to engage in CSR, Young and Makhija (2014) find that regulatory and normative institutions shape CSR responsiveness.…”
Section: Theoretical Backgroundmentioning
confidence: 99%
“…For example, in a study of firms’ motivations to engage in CSR, Young and Makhija (2014) find that regulatory and normative institutions shape CSR responsiveness. In turn, CSR practices are found to positively impact customer satisfaction (Jean et al 2016). Nonetheless, like IO theory, institutional theory does not explain the maintenance of a competitive advantage.…”
Section: Theoretical Backgroundmentioning
confidence: 99%
“…More recent satisfaction definitions concede is an essential factor related to a company's future profit by increasing customer loyalty (Kim et al, 2015). In industrial markets, customer satisfaction as an important part of business strategy and a key driver of profitability and market value (Jean et al, 2016). According to Pizam et al (2016), customer satisfaction is the leading criterion for determining the quality that is actually delivered to customers through the product/service and by the after sales service.…”
Section: Customer Satisfactionmentioning
confidence: 99%