corporate social responsibility customer satisfaction and market value pdf

Corporate Social Responsibility Customer Satisfaction And Market Value Pdf

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Abstract Despite the importance of corporate social responsibility hereafter CSR as an important construct in academia and a pressing item on corporate agenda, some contradictory results suggesting that CSR is far away from being the most dominant criteria in purchase behavior call for further research on the topic. Research supporting this view suggests that traditional criteria such as price, quality and brand familiarity are still the most important choice criteria. Acknowledging the significant role that quality can play in the context of services, this study incorporates these two separate views and considers the effect that both CSR and service quality have on customer-related outcomes such as customer- company identification, customer satisfaction and customer loyalty.

This research paper was designed to examine the influence of corporate social responsibility CSR associations and environmental concerns on consumer-retailer love and attitude toward the retailer, as well as the subsequent effects on consumer behavioral intentions regarding the retailer, such as repeat patronage intention and willingness to pay a premium price for products offered by the retailer. In this study, a questionnaire survey was conducted on consumers for the purpose of investigating five proposed hypotheses. This research applied partial least squares PLS to exam the hypotheses and analyze the data.

Corporate Social Responsibility, Customer Satisfaction, and Market Value

Although prior research has addressed the influence of corporate social responsibility CSR on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that 1 customer satisfaction partially mediates the relationship between CSR and firm market value i. Based on a large-scale secondary data set, the results show support for this framework. Notably, the authors find that in firms with low innovativeness capability, CSR actually reduces customer satisfaction levels and, through the lowered satisfaction, harms market value.

The uncovered mediated and asymmetrically moderated results offer important implications for marketing theory and practice. Documents: Advanced Search Include Citations. Authors: Advanced Search Include Citations. DMCA Corporate social responsibility, customer satisfaction, and market value. Venue: Journal of Marketing, Citations: - 1 self.

Abstract Although prior research has addressed the influence of corporate social responsibility CSR on perceived customer responses, it is not clear whether CSR affects market value of the firm. Powered by:.

Corporate social responsibility, customer satisfaction, and market value

Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: Luo and C. Luo , C. Bhattacharya Published Business Journal of Marketing. Abstract Although prior research has addressed the influence of corporate social responsibility CSR on perceived customer responses, it is not clear whether CSR affects market value of the firm.

Although prior research has addressed the influence of corporate social responsibility CSR on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that 1 customer satisfaction partially mediates the relationship between CSR and firm market value i. Based on a large-scale secondary data set, the results show support for this framework. Notably, the authors find that in firms with low innovativeness capability, CSR actually reduces customer satisfaction levels and, through the lowered satisfaction, harms market value. The uncovered mediated and asymmetrically moderated results offer important implications for marketing theory and practice.

Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. DOI: Luo and C. Luo , C. Bhattacharya Published Business Journal of Marketing.


That is, CSR affects customer satisfaction, which in turn affects market value. In other words, customer satisfaction represents the mediational pathway through.


Effects of Message Appeal when Communicating CSR Initiatives

Many companies are unaware of the influence of CSR activities on customer buying decisions, its correlation with building trust towards the company and its long-term effect on customer loyalty. By focusing the research towards examining the familiarity of customers with the CSR concept and evaluate its general influence on consumer behavior on the retail market of Bosnia and Herzegovina the end goal was to determine possible connection between CSR, trust and customer buying decisions. Survey data demonstrate, CSR activities are a motivating factor for purchasing decisions in favor of the company implementing them. CSR activities influences the grow of trust which customers have towards the company but not at a much larger scale then the affect on purchasing decisions.

The study of corporate social responsibility has been the object of much research in recent decades, although there is a need to continue investigating its benefits as a marketing tool. In the current work we adopt a multi-dimensional perspective of social responsibility, and we carry out market research to determine the perceptions of users of mobile telephone services about economic, legal, ethical and social aspects of their operating companies. With these data we determine the structure and components of the concept of social responsibility. Subsequently, this is related with the overall evaluation of the service and loyalty by means of a model of structural equations, in order to determine the influence of corporate social responsibility on these concepts, and hence its benefits as a commercial tool. This is a preview of subscription content, access via your institution.

This paper analyses the influence of CSR associations on brand loyalty. We propose a theoretical model that includes the mediating role of brand awareness, brand attitude and customer satisfaction in the effect of CSR on loyalty, measured as a second-order reflective construct. We propose a theoretical model estimated via the analysis of covariance structures using EQS 6.

SJME publishes every year two regular issues and a Special Issue on a topic of particular interest for the journal audience. The journal is published by Elsevier since and it is published fully in English since Expected manuscript profile SJME is especially interested in submissions that include unique and novel contributions on the frontier of knowledge, focused on emerging areas relevant to academic research in marketing or even opening new research niches. New methodologies and techniques are particularly appreciated. SJME welcomes a wide array of original contributions quantitative or qualitative empirical analysis, critical literature reviews, meta-analysis, theoretical papers, agenda for future research, etc. Submitted manuscripts can be focused on Spanish, Latin-American, but also any other relevant market.


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Advances in Advertising Research Vol. Corporate Social Responsibility CSR can be defined as those business activities which take into account the public consequences of company decisions over and above the simple compliance with government regulations Menguc and Ozanne, ; Sharma, Thus, the management of a company should go beyond the economic concerns, considering both the social and environmental issues as relevant Clarkson, How to communicate socially responsible initiatives is an important issue both for researchers and managers who invest resources in CSR campaigns.

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