Influence of Customer Satisfaction, Trust, and Brand Awareness in Health-related Corporate Social Responsibility Aspects of Customers Revisit Intention: A Comparison between US and China

Liu, Pei; Tse, Eliza Ching‐Yick; He, Zhaoli

doi:10.1080/1528008x.2022.2135163

Cited by 9 publications

(8 citation statements)

References 82 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…However, this was the only hypothesis that was not accepted (β = 0.069, t = 1.719), i.e., the present study concludes that CSR initiatives do not directly affect consumer satisfaction, contrary to what was proposed by Mohammed and Rashid (2018). The result also contradicts the study of Liu et al (2022), who proved that when a restaurant has socially responsible actions regarding the health of its customers, they tend to have higher satisfaction. Hypothesis 3 does not meet the authors' study because CSR regarding health issues may be perceived differently than product CSR, and, consequently, satisfaction is different.…”

Section: Discussioncontrasting

confidence: 99%

The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consumer Satisfaction

Araújo

Pereira

Santos

2023

Administrative Sciences

View full text Add to dashboard Cite

This paper aims to study the effect of corporate social responsibility (CSR) on brand image and brand equity and its impact on consumer satisfaction. The study follows a quantitative methodology, using the implementation of an online questionnaire distributed to people who bought, during the pandemic, a product that used a CSR action. Subsequently, data were analyzed through Smart PLS, following the Structural Equation Model. It was possible to conclude that the CSR initiatives positively affect consumer satisfaction through the mediating effect of brand image and brand equity. Further, brand image and brand equity improve when companies use CSR initiatives, and, despite what previous research has concluded, consumer satisfaction is not affected directly when CSR initiatives are used. This research has also showed that CSR’s impact on brand image is higher for men, and CSR initiatives’ impact on brand equity is also higher for regular purchase consumers.

show abstract

Section: Discussioncontrasting

confidence: 99%

The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consumer Satisfaction

Araújo

Pereira

Santos

2023

Administrative Sciences

View full text Add to dashboard Cite

show abstract

“…Trust is a prerequisite for the creation and preservation of long-term relationships between businesses and consumers (Martinez and del Bosque, 2013). Trust can be defined as the belief that consumers have in the products, brands and reputations of companies that they believe will meet their needs and expectations every time (Liu et al. , 2022).…”

Section: Literature Review and Hypothesesmentioning

confidence: 99%

The effect of social servicescape on price fairness and customer trust: a study in coffee shops

Artuğer,

Sayın,

Kilinç Şahi̇n

2024

BFJ

View full text Add to dashboard Cite

PurposeThe aim of this research is to determine the price fairness of the social servicescape and the effect of price fairness on customer trust. In this context, first of all, the effect of the social servicescape on price fairness and then the effect of price fairness on customer trust were tested.Design/methodology/approachThe universe of the research consists of people who visit Starbucks coffee stores. In the study, data were collected from 338 people who visited Starbucks coffee stores. The relationships between the variables were analyzed using the Structural Equation Modeling (SEM) Technique.FindingsAs a result of the research, it was concluded that employees, other customers and social crowds, which are from the dimensions of the social servicescape, do not have a significant effect on price fairness, the interaction between employee and customer, which is from the sub-dimensions of the social servicescape, has an effect on customers' perception of price fairness, and price fairness also has an effect on customer trust.Originality/valueThe important point in this research is to determine the effect of the social servicescape on price fairness, which has not been studied in the literature before. Although the effect of physical servicescape on price justice has been investigated, the effect of social servicescape on price justice has not been investigated. When evaluated from this point of view, it is thought that the research will have an important contribution to the literature.

show abstract

“…[65] found that in their study on Spanish hotel industry consumers' perceptions of CSR and its impact on customer loyalty, customers' perception of a company's CSR indirectly affects loyalty through trust, identification, and satisfaction. Research [66] on the dining intentions of casual restaurant customers in the U.S. and China shows that customer satisfaction is relatively higher when restaurants take health-related corporate social responsibility (CSR) actions. In addition, a content analysis study of CSR reports from 65 US companies by Rivera, Bigne, and Curras-Perez [67] indicated that employee education and training initiatives related to CSR policies are positively related to customer satisfaction, as are policies related to environmental issues.…”

Section: Hypothesis 4 (H4)mentioning

confidence: 99%

“…The study by HUA [48] confirmed that user experience has a positive impact on CSR. Additionally, research on the relationship between health-related CSR initiatives in restaurants and customer satisfaction [66] demonstrated that CSR measures positively influence customer satisfaction. Therefore, it can be inferred from these findings that user experience affects user satisfaction through the mediating role of CSR.…”

Section: Hypothesis 9 (H9)mentioning

confidence: 99%

A User’s Perspective on the Factors Influencing the Satisfaction of Assistive Technology Resources Centers’ Built Environment Services

Chang

Huang

2023

Buildings

View full text Add to dashboard Cite

Taiwan will move into a super-aged society by 2025. The government is actively establishing assistive technology resources centers (ATR Centers) throughout Taiwan to provide assistive technology services such as display, evaluation, rental, and maintenance services; they also recycle unused assistive devices, disinfect and clean them, and then rent them to people in need to achieve sustainable development. This study investigates the users’ perceptions about receiving services from the ATR Center in Yunlin and explores their satisfaction. “Service convenience”, “service quality”, “user experience” and “corporate social responsibility (CSR)” were used as the overall research framework and hypotheses are based on the mediating role of “CSR”; data are collected through questionnaires, and structural equation modeling (SEM) is used to test the model and hypotheses. A total of 532 valid questionnaires were collected from the users and caregivers who had used the services of the center in the past two years. The statistical analysis was conducted in three stages: sample data analysis, measurement model validation, and structural equation model analysis. According to the research findings, service convenience, service quality, and user experience all have a significant positive impact on CSR. Additionally, service convenience, service quality, user experience, and CSR have a positive impact on user satisfaction. Moreover, service quality and user experience indirectly affect user satisfaction through CSR. Finally, based on the research results, suggestions are proposed for addressing issues related to assistive service promotion and future adjustments.

show abstract

Influence of Customer Satisfaction, Trust, and Brand Awareness in Health-related Corporate Social Responsibility Aspects of Customers Revisit Intention: A Comparison between US and China

Cited by 9 publications

References 82 publications

The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consumer Satisfaction

The Effect of Corporate Social Responsibility on Brand Image and Brand Equity and Its Impact on Consumer Satisfaction

The effect of social servicescape on price fairness and customer trust: a study in coffee shops

A User’s Perspective on the Factors Influencing the Satisfaction of Assistive Technology Resources Centers’ Built Environment Services

Contact Info

Product

Resources

About