Market Orientation and Organizational Performance Linkage in Chinese Hotels: The Mediating Roles of Corporate Social Responsibility and Customer Satisfaction

Qu, Riliang

doi:10.1080/10941665.2013.866580

Cited by 52 publications

(45 citation statements)

References 72 publications

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“…Customers are likely to develop a strong relationship with a socially responsible company through corporate social responsibility activities, thus having a better perception and therefore greater satisfaction with the products or services provided by the company (Chang and Yeh, 2017). For this reason, Qu (2014), argued that corporate social responsibility has a strong positive impact on customer satisfaction. Also, Yuen et al (2018), claimed that CSR activities have a varied influence on satisfaction.…”

Section: Literature Reviewmentioning

confidence: 99%

The Effect of Corporate Social Responsibility on Customer Loyalty in Mobile Telephone Companies

Dimitriadis¹,

Zilakaki²

2019

IJEBA

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Purpose: The present study aims at developing and empirically testing a research model that presents the influence of Corporate Social Responsibility on corporate image, customer satisfaction and customer loyalty, demonstrating the direct and indirect effects among these structures. Design/Methodology/Approach: The examination of the proposed research model was carried out using a structured questionnaire completed by 358 mobile users in the city of Kavala. The validity and the reliability of the questionnaire were examined, while for the data analysis the Structural Equation Modeling Technique was used with LISREL 8.80. Findings: The findings of this study indicate that Corporate Social Responsibility have not a significant direct effect on customer loyalty, while corporate image and customer satisfaction have a significant positive effect on customer loyalty. Moreover, the findings provide practical new insights in understanding how a mobile company's CSR policy could be developed and implemented to help enhance customer loyalty through the mediating effects of customer satisfaction. Practical Implications: The companies would like to understand the implications of its CSR policy implementation, especially in enhancing its corporate image and customer satisfaction in terms of reputation and impression. Originality/Value: This study is a pioneer research in addressing the mediating role played by customer satisfaction for strengthening the relationship between CSR and customer loyalty in mobile phone companies.

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Section: Literature Reviewmentioning

confidence: 99%

The Effect of Corporate Social Responsibility on Customer Loyalty in Mobile Telephone Companies

Dimitriadis¹,

Zilakaki²

2019

IJEBA

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“…MO has a direct effect on CSR. [36] MO (Slater and Narver), CSR (aggregated) and customer satisfaction and the effects on organizational performance CSR and customer satisfaction mediate the MO-organizational performance relationship. [37] MO (Narver and Slater) aggregated) positive influence on CSR (aggregated) and on stakeholders.…”

Section: The Mediating Role Of Csr On the Mo Responsiveness And Perfomentioning

confidence: 99%

The Mediating Role of CSR on the Market Orientation and Strategic Performance Relationship—A Study of the Public Housing Companies in Sweden

Sundström

Ahmadi

2019

Sustainability

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This article serves to analyze the impact of corporate social responsibility (CSR) on (1) the market orientation and strategic performance relationship related to public housing companies’ choice of construction strategies and (2) the companies’ responsiveness to gathered and disseminated customer information. The quantitative method is applied, with data analyzed by the PROCESS analysis. The result is based on a survey sent to 289 public housing companies in Sweden. Previous research suggests a positive relationship between market orientation and strategic performance, which was not confirmed by this study. When testing the mediation effects of CSR on the market orientation and construction strategies relationship, these hypotheses were confirmed related to social and environmental dimensions—not economic ones. This study was limited to public housing companies, a sector that radically differs from the situation of companies in the open market. The study increases public housing companies’ knowledge of CSR effects on the market orientation and strategic performance relationship. This result contributes useful information for companies implementing CSR in their activities. The study highlights the importance of integrating CSR into an organization’s market orientation work and shows how CSR improves the companies’ ability to meet customers’ strategic needs.

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“…Some of research results indicated that CSR practices increase financial performance (Lee & Park, 2009; Qu, 2014; Rhou, Singal, & Koh, 2016; Rodríguez & Cruz, 2007). For instance, Qu (2014) investigated the effects of CSR on financial performance in Chinese hotel context. It is found that CSR practices positively affect hotels' financial performance.…”

Section: Introductionmentioning

confidence: 99%

Hotel employees' corporate social responsibility perception and organizational citizenship behavior: Perceived external prestige and pride in organization as serial mediators

Boğan

Dedeoğlu

2020

Corp Soc Responsibility Env

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Researchers' interest to examine key stakeholders' responses to hospitality companies' social responsibility practices is increasing. Current study is a micro‐level CSR research that aims to examine how hotel employees' perceptions of corporate social responsibility (CSR) affect their organizational citizenship behavior (OCB) and its mediated link through perceived external prestige and pride in organization. This article sample consisted of 419 employees from seven different hotels in Turkey. Structural equation modeling is employed to test research hypotheses. The findings suggest that hotel employees' CSR perception does not have direct positive effect on OCB. Perceived external prestige and pride in organization mediated the relation between CSR perception and OCB, respectively. Finally, the relationship between employees' CSR perception and OCB is sequentially and fully mediated by perceived external prestige and pride in organization. The findings are discussed and theoretical and practical implications are provided.

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Market Orientation and Organizational Performance Linkage in Chinese Hotels: The Mediating Roles of Corporate Social Responsibility and Customer Satisfaction

Cited by 52 publications

References 72 publications

The Effect of Corporate Social Responsibility on Customer Loyalty in Mobile Telephone Companies

The Effect of Corporate Social Responsibility on Customer Loyalty in Mobile Telephone Companies

The Mediating Role of CSR on the Market Orientation and Strategic Performance Relationship—A Study of the Public Housing Companies in Sweden

Hotel employees' corporate social responsibility perception and organizational citizenship behavior: Perceived external prestige and pride in organization as serial mediators

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