2024
DOI: 10.1111/basr.12366
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The mediating effect of firm familiarity between corporate social responsibility and reputation, trust, and customer satisfaction

Stephen T. Homer,
Elizaveta B. Berezina,
Colin Mathew Hugues D. Gill

Abstract: When assessing Corporate Social Responsibility (CSR) and its impact on company performance there may be an informational asymmetry caused by differences in Familiarity with the firm assessed. This study uses participants' ratings of six large UK retailers to establish the direct relationships between the CSR components of Economic, Legal, Ethical, and Discretionary, and the firm performance dimensions of Reputation, Trust, and Customer Satisfaction, then explores whether Familiarity mediates the relationships … Show more

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