The Impact of Corporate Social Responsibility on Customer Satisfaction, Relationship Maintenance and Loyalty in the Shipping Industry

Shin, Youngran; Thai, Vinh V.

doi:10.1002/csr.1352

Cited by 130 publications

(122 citation statements)

References 85 publications

(140 reference statements)

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“…It means that if top tourism agencies of Tehran tend to grasp customer's satisfaction favorably in order to achieve the competitive advantage, should deeply consider customers' expectations and also how to implement it with a social approach emphasizing on CSR. The results of this hypothesis converge research of Shin and Thai (2015).…”

Section: Review Of European Studiessupporting

confidence: 82%

Evaluating the Effect of Corporate Social Responsibility of Firms and Organizations on Customer Satisfactions

Dadkhah¹,

Saadat²,

Soleimaninejad³

2017

RES

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This study is evaluating the effect of corporate social responsibility of firms and organizations on customer satisfactions, customers who visit top tourism agencies in Tehran city. This study is a quantitative base study and the data have gathered through a researcher-made questionnaire. For questionnaire validity, the researcher used construction, validity and exploratory factor analysis and for measuring the questionnaire reliability, the researcher examined the Cronbach Alpha, this number that the outcome of the SPSS software was about 0/895 which demonstrate the high reliability of the research questionnaire. Confirmatory factor analysis and SEM methods utilized for data analysis. And also Smart PLS software was used for constructing the research model and analysis. The results of exploratory factor analysis showed that social commitment variables were chosen perfectly and also were acceptable, however, the SEM results demonstrate that the expectation execution variables could be considered as a moderating variable between firm's social commitments and customer satisfaction. The effect of social commitment to expectation execution was not acceptable as well and the effects of other concepts of social commitments on firms on expectation execution were accepted. In addition, with the elements of social execution, variable as a moderating variable, the effects of social commitment on customer satisfaction were increased. This illustrates that the role of expectation execution as a moderating variable in the model of this study.

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Section: Review Of European Studiessupporting

confidence: 82%

Evaluating the Effect of Corporate Social Responsibility of Firms and Organizations on Customer Satisfactions

Dadkhah¹,

Saadat²,

Soleimaninejad³

2017

RES

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“…The marketing literature has provided strong evidence supporting that customer satisfaction has a positive effect on customer loyalty (Shin & Thai, 2015). It has been acknowledged that repeated satisfaction is a key condition, or at least for the initial formation of loyalty (Oliver, 2010).…”

Section: The Mediating Role Of Customer Loyaltymentioning

confidence: 99%

Are customers willing to pay for corporate social responsibility? A study of individual-specific mediators

Yuen

Thai

Wong

2016

Total Quality Management & Business Excellence

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The objective of this study is to identify, specify, and examine variables that mediate the link between customers' perceived level of corporate social responsibility (CSR) and their willingness to pay (WTP) premiums for CSR. Drawing on several consumer behaviour theories including perceived value theory, corporate identity theory, and theory of planned behaviour, theoretical and alternative models were proposed. Subsequently, a survey was administered to 212 users of shipping services in Singapore. Thereafter, the proposed models were analysed and compared using structural equation modelling. The link between CSR and WTP for CSR was found to be indirect and mediated by personal factors including customer satisfaction, customer loyalty, and CSR beliefs. Practising CSR in conjunction with service quality results in greater customer satisfaction. However, customer satisfaction is a necessary but insufficient condition for WTP for CSR. Instead, the effect of customer satisfaction on WTP for CSR is channelled via customers' CSR beliefs and loyalty. This study contributes to consumer behaviour theories by providing a better understanding of the lagging and immediate predictors of WTP for CSR. The results also draw important implications for the management of CSR activities and pricing of services.

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“…A growing literature stream has found that consumers take into consideration a company's CSR practices in their evaluation of a firm and in their purchase decisions (Luo & Bhattacharya, 2006;Maignan, 2001;Öberseder et al, 2014;Perera & Chaminda, 2013). In this line, most studies have addressed the influence of CSR consumer on identification with the company, satisfaction, and loyalty (He & Li, 2011;Pérez & Rodríguez del Bosque, 2015;Shin & Thai, 2015). Nevertheless, Öberseder et al (2013, p. 1840) point out that 'these contributions offer a narrow interpretation, operationalization (e.g.…”

Section: Introductionmentioning

confidence: 99%

How social, environmental, and economic CSR affects consumer‐perceived value: Does perceived consumer effectiveness make a difference?

Pérez

Dolz-Dolz

Romero

et al. 2018

Corp Soc Responsibility Env

113

117

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This study analyzes the influence of consumer-perceived dimensions of corporate social responsibility (CSR) from a sustainable development approach (i.e. economic, social, and environmental) on the dimensions of perceived value (i.e. utilitarian, emotional, and social value).The study also analyzes the moderating effect of perceived consumer effectiveness (PCE) in the value generation process around CSR. A theoretical model is estimated with data from 661 consumers of Inditex or Danone products, leading firms in the textile and dairy sectors, respectively. Results indicate that functional value is determined by economic and social dimensions of CSR. Emotional value can be enhanced through the three CSR dimensions but social dimension has the greatest influence. Finally, firms can only influence social value through social CSR initiatives because it is unaffected by environmental and economic dimensions. The moderating effect of PCE is confirmed by the influence of the social dimension of CSR on the three types of value and the influence of the economic dimension of CSR on consumer functional value.

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The Impact of Corporate Social Responsibility on Customer Satisfaction, Relationship Maintenance and Loyalty in the Shipping Industry

Cited by 130 publications

References 85 publications

Evaluating the Effect of Corporate Social Responsibility of Firms and Organizations on Customer Satisfactions

Evaluating the Effect of Corporate Social Responsibility of Firms and Organizations on Customer Satisfactions

Are customers willing to pay for corporate social responsibility? A study of individual-specific mediators

How social, environmental, and economic CSR affects consumer‐perceived value: Does perceived consumer effectiveness make a difference?

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