The Impact of Corporate Social Responsibility, Service Quality and Customer-company Identification on Customers

Arıkan, Esra; Güner, Şeyma

doi:10.1016/j.sbspro.2013.10.498

Cited by 57 publications

(61 citation statements)

References 62 publications

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“…CSR is considered as the key to business strategy through its competitive advantage effect on stakeholder groups, employees, and customers. Therefore, several authors examine the relationship between CSR activities and the organizational effectiveness measured by job satisfaction improvement [16], organizational trust [17,18], customer satisfaction [19,20], and loyalty [21][22][23]. Finally, a recent study conducted by Dunbar et al (2019) shows that CSR initiatives have a positive effect on CEO pay-risk sensitivity, meaning that compensation contracts are designed using future idiosyncratic' and firm' risk information and financial incentives for CEOs [24].…”

Section: Csrmentioning

confidence: 99%

“…Quality of service represents the difference between expectations about a product or service and a perception of how the product or service works [42]. Empirical studies found a positive relationship between service quality and CSR initiatives because customers recommend the company to others when their perceptions of service quality are increased by the introduction of CSR practices on a firm [17]. Furthermore, service quality is more positively related with the willingness to pay for a particular product or service, which affects the price elasticity [43].…”

Section: Csr and Customer's Perception Of Service Qualitymentioning

confidence: 99%

“…The repeated purchasing behavior is caused when the customer is convinced of and identifies with the company's CSR performance [35], which generates long-term corporate profitability by the word-of-mouth recommendation, decreasing the customer retention and marketing costs. Furthermore, customers recommend the company to others when their perceptions of service quality are increased by the introduction of CSR practices on a firm [17], and clients might increase their willingness to pay more for a particular product or service from a socially responsible company [43].…”

Section: Reliability Analysismentioning

confidence: 99%

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Relationship among CSR Initiatives and Financial and Non-Financial Corporate Performance in the Ecuadorian Banking Environment

et al. 2020

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This study explores the relationship between corporate performance and corporate social responsibility (CSR) initiatives in the Ecuadorian banking environment. The first model employs both return on assets and return on equity as proxy for the financial performance while the second model includes the non-financial corporate performance constructs collected by a self-designed online questionnaire. We found a statistically positive relationship among CSR initiates and the financial and non-financial indicators in corporate performance. Our findings revealed that economic, legal, ethical, and philanthropic responsibility initiatives positively affect the non-financial corporate performance of the Ecuadorian banking environment. Similarly, the non-financial corporate performance is significantly positively influenced by the customer's brand trust, customer's brand loyalty, customer's perception of quality, and customer satisfaction. Study results are mostly consistent with the banking environment of other countries, especially in Bangladesh, Pakistan, and Lebanon. Customers of the Ecuadorian banking environment perceived banks as socially responsible entities and Ecuadorian banks invest resources in CSR activities as a corporate governance policy to increase their financial and non-financial performance. Future research should include a corporate governance index with a CSR component as an independent variable to increase statistical models' power.Sustainability 2020, 12, 1621 2 of 16 and private institutions recognized that CSR plays an important role in the moral failure of the financial system, which affects directly the banking system's reputation and the effective and efficient communication with their stakeholders, classified into three basic groups: Customers, employees, and community [4]. All these factors positively influence earnings, faith, trust, and customer retention of the banking industry [3,5,6]. Specifically, firms with CSR initiatives are more likely to show positive earnings surprises, affecting their returns and equity performance in the short-term by factor-adjusted abnormal returns, which also show a positive effect on CSR reputation [7]. Therefore, banks and financial organizations adopt CSR practices to be beneficial for society and sustainable economic development.Similarly, CSR can be considered as an important determinant in the progress of the Ecuadorian economic market, especially, in the banking industry. Ecuador reached economic growth and oil bonanza during the period of 2000-2017. examined the relationship between financial development and economic growth in Ecuador for the period 2000-2017. They show that the Ecuadorian financial development using the deepening of deposits and credits increased from 20. 3% and 19.2% (2000) to 40.4% and 35.1% (2017), respectively. Furthermore, the level of bank usage, called "bankization" presents a growing trend over time, rising from 39.0% (2005) to 96.9% (2017), meaning that less than 4% of the Ecuadorians do not access this basic financial inst...

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Section: Csrmentioning

confidence: 99%

Section: Csr and Customer's Perception Of Service Qualitymentioning

confidence: 99%

Section: Reliability Analysismentioning

confidence: 99%

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Relationship among CSR Initiatives and Financial and Non-Financial Corporate Performance in the Ecuadorian Banking Environment

et al. 2020

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“…From the point of view of revenue sources, the survival and development of an enterprise depends on acquiring and retaining customers. Customers satisfaction with purchased products and services builds their loyalty to the enterprise, supporting sales continuity (Hill and Jones, 1992;Arikan and Güner, 2013). When dealing with customers, the company should use honest information and advertising, and should not manipulate information about the company's business practices (Smith, 2011;Calveras and Ganuza, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

Profitability of Corporate Social Responsibility Activities from the Perspective of Corporate Social Managers

Zieliński¹,

Jonek-Kowalska²

2020

ERSJ

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Purpose: The purpose of the article is to determine the intensity of CSR activities undertaken by enterprises in Poland and to assess their profitability in terms of stakeholder groups. Design/Methodology/Approach: Questionnaire surveys were conducted on a representative group (by size and sectors of the economy) of 722 large and medium-sized enterprises in Poland in 2019. Respondents were CSR managers, among which three groups of people were identified for whom managing CSR is the only responsibility, is one of the basic responsibilities, CSR activities are one of the many responsibilities. The research hypotheses set out in the article regarding the intensity and profitability of CSR activities directed at individual stakeholders, as well as the complementarity of these activities and the characteristics of the respondents that differentiate their responses, were verified using arithmetic means, Pearson correlation coefficients and Chi-squared test. Findings: Research results indicate that enterprises direct CSR activities to primary stakeholders in the first place. Also, the profitability of CSR activities is usually higher valued in the case of primary stakeholders, while activities directed to the local community and the natural environment received higher ratings than activities directed at public authorities and capital providers. Respondents treat CSR activities directed at all stakeholders as complementary. The respondents' strongest opinions about the orientation of CSR activities and their profitability differentiate the workplace next is sector of the economy and the size of the enterprise has the least difference in assessment. Practical Implications: The results obtained encourage corrections of strategic directions of CSR activities, in the form of an increase in the importance (intensity) of CSR activities directed to local communities and the natural environment. Originality/Value: The research presented is so innovative that CSR managers were selected as the group of respondents. Assuming that the directions (intensity) of CSR activities are adopted (imposed) at the strategic level, the profitability of these activities determined at the operational level verifies the correctness of their orientation.

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“…With the competitive advantage that the customer needs for the service company, it will offer positive value to both the customer and the company in building a good relationship, for example with a customer, it can increase loyalty to the service company and can even provide business services offering to others to use the company's services. recommended [3].…”

Section: Introductionmentioning

confidence: 99%

E-Customer Profiling Technology in Service Industry

Chandra,

Meyliana*,

Hidayanto

et al. 2020

IJITEE

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Service companies are very customer oriented in serving the needs of the customer. Higher services require competitive advantage in companies, including customer identification or e-customer profiling. The aim of this qualitative research is to determine the trend of the technology used for e-customer profiling or customer identification, so that service companies obtain customer information deeper and more accurately with customer identification. The research question in this study is "what is the technology used for e-customer profiling in the service sector?". By using literature research, there are 39 technologies that support e-customer profiling in service companies. The most service companies in this study are banking and financial services, hospitality and other services. 11 technologies used include data mining, big data analysis, customer data platforms, data management, demographic data, digital identity, machine learning, biometric recognition, CRM, social network analysis and transaction data. Apart from the 11 technologies used, there are several other technologies that are currently starting to develop, such as blockchain technology, social CRM, semantic web, etc. Service companies may also consider using the latest technology according to the needs of service companies in e-customer profiling such as competitive advantage.

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The Impact of Corporate Social Responsibility, Service Quality and Customer-company Identification on Customers

Cited by 57 publications

References 62 publications

Relationship among CSR Initiatives and Financial and Non-Financial Corporate Performance in the Ecuadorian Banking Environment

Relationship among CSR Initiatives and Financial and Non-Financial Corporate Performance in the Ecuadorian Banking Environment

Profitability of Corporate Social Responsibility Activities from the Perspective of Corporate Social Managers

E-Customer Profiling Technology in Service Industry

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