The moderating role of personal value orientation on the links between perceived corporate social performance and purchase intentions (original) (raw)
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Revista Gestão em Análise
Corporate social responsibility (CSR) practices are critical to strengthen the relationships between mutualistic banks and their customers. This study aims to identify the impacts of customer perceptions of CSR (the ethical and commercial dimensions) on the perceptions of mutualistic values and their impacts on brand loyalty and resistance to negative information. Mutualistic values (MV) are analysed because mutualistic institutions base their activities not only on the intention to maximise profit but also on adding social value. The research uses data collected through a structured questionnaire from a sample of 391 customers of mutualistic banks in Portugal. In order to operationalize the variables, scales used in existing studies were adapted. Besides that, a new scale to measure MV has been developed. Structural Equations Modelling (SEM) was used to test the investigation model and to provide answers to the proposed hypotheses. The results show that CSR perceptions impact on mu...
Consumer Support for Corporate Social Responsibility (CSR): The Role of Religion and Values
Ethical behavior among businesses has gained significant prominence in recent years. Survey evidence shows that Asian consumers demand for greater social responsibility among businesses. Thus, a deeper understanding of the factors that contribute to such a demand is useful. This study examines the influence of religiosity and values on corporate social responsibility (CSR) support among consumers in Hong Kong and Singapore. Primary data collected among consumers in these cities point to a significant direct relationship between religiosity and CSR support. In Hong Kong, this attitude is due both to altruistic as well as for egotistical (or face saving) reasons. In Singapore, this is mainly due to the latter. The results imply that different motivations should guide CSR strategies in these two cities.
Customer values and CSR image in the banking industry
Journal of Financial Services Marketing, 2015
The authors analyse the role that collectivism and novelty seeking play in the formation process of corporate social responsibility (CSR) image in the Spanish banking industry. Two multisampling analyses of a structural equation model are performed on a sample of 1,124 customers. The findings of the paper allow the authors to anticipate CSR image based on (1) the congruence between the company and its CSR initiatives, (2) the attribution of motivations for the company to implement CSR and (3) corporate credibility in developing CSR initiatives. The findings also show that collectivists and innovative customers process information differently to individualists and conservative customers.
The corporate social responsibility and corporate social performance tend to increase the productivity and the customer satisfaction by reducing the overall cost. The respondents who buy and use cars give due importance to the factors such as the labour practices, product quality and services and the findings depict that CSR not only increases the overall performance but also influences the customer satisfaction. The corporate social performance and customer satisfaction is affected by CSR in car industry settings in Pakistan. The main purpose is to identify the impact of corporate social responsibility on consumer satisfaction and perceived value for automobile users. Multi-item scale was adapted to find out that how the perceived value and satisfaction of customers is driven by the factors of CSR. The primary data in form of survey questionnaires were collected from 292 car users and buyers from various areas in Lahore, Pakistan on the basis of simple random sampling. The study reveals a significant and positive relationship between customer satisfaction and perceived values but there is no significant relationship exists among the corporate social responsibility and customer satisfaction. This research study enlightens the areas in which the corporate social responsibility may pay off by doing better. The policy makers and car manufacturers may be benefited through implementing such categories for improving social performance and service quality. Some longitudinal designs and comparative analysis with some other sectors may be used in order to increase the external validity of results.
IAEME PUBLICATION, 2020
Purpose: The aim of this research is to study the influence of Corporate Social Responsibility (CSR) on purchase intention whilst considering the role of customer satisfaction and brand loyalty. The CSR practices are examined as per the four dimensions of CSR, the framework developed by Carroll (1991). Design/Methodology: The quantitative method consisting of multivariate Likert-scale questionnaire was employed. A sample comprising of 134 respondents was used to gather data by convenience sampling approach. Data analysis is performed by making use of statistical software SPSS 20. The research hypotheses were checked by conducting Regression and correlation analysis. Findings: The empirical outcomes of the analysis suggested that CSR dimensions, Ethical and Philanthropic, significantly impact both, customer satisfaction and brand loyalty. Further, the study revealed a positive relationship between customer satisfaction and brand loyalty. Purchase intention of the customer is significantly impacted by customer satisfaction and brand loyalty. Conclusion: This study concluded that by improving ethical and philanthropic aspects of CSR, customer satisfaction and brand loyalty would be increased. Eventually. the intention of purchasing would be enhanced by the influence of satisfaction and loyalty intentions. Research Implication: Findings from this study have managerial implications which would help to formulate strategies related to CSR and create a sustainable business along with competitive edge.
Impact of Corporate Social Responsibility on Customer Loyalty: the mediating role of Perceived Value
2022
Purpose: Estimating the potential results of firms' involvement in CSR activities has become critical in light of rising calls from various stakeholders for organizations to be socially responsible in their operations. It has become critical for businesses to be socially responsible and to guarantee that their customers see their CSR efforts positively. This study investigated the role of perceived value in influencing the relationship between CSR and customer loyalty in the consumer goods sector. Stakeholder theory and social identity theory were used as the study's theoretical foundations. Method: The study's data was gathered using convenience sampling technique. A sample of 205 customers of dairy product brands in Russia was collected using a survey questionnaire. Partial least square structural equation modelling method was used to test the hypothesis. Result: The result revealed a positive and significant impact of CSR on customer loyalty. Also, perceived value appeared to partially mediate the relationship between CSR and customer loyalty. Based on this finding, we can conclude that when customers identify with a company and believe it is engaging in enough CSR activities, they place higher value on the company and become committed to them resulting to sharing positive opinions about them. Keywords: CSR, customer loyalty, perceived value, dairy products, Russia, PLS-SEM.
The Impact of Corporate Social Responsibility on Customer Attitudes: Evidence from Qatar
The past three decades have witnessed the emergence of Corporate Social Responsibility (CSR) as a field of study and a framework for the role of business corporations and financial institutions in society. After the Tsunami in 2004 people were need financial assistance to recover from the loss of tsunami and revamping their life. Only source they perceive is availing loans from banking sector and other guidance. The topic of Impact of Corporate social responsibility on Customer Satisfaction in banking service is of relevance especially for those suffered from Tsunami. This study aims to explore the perception of the customer on CSR in banking service. The data were analyzed by modeling it using Structural Equation Modelling (SEM) using AMOS 18 and found that customer satisfaction is the mediating factor for banking service quality and the CSR is the most influential factor for the customer satisfaction.
Journal of Air Transport Studies, 2020
This paper explores consumers’ attitudes and behavioural intentions towards corporate social responsibility (CSR) practices in the airline industry by examining the role of consumers’ perceived values and expectations towards CSR initiatives in the airline industry. Data pertaining to customers in the airline industry is used to determine the role of consumer values and expectations in relation to the attitudes and behavioural intentions towards CSR initiatives. According to results, consumer perceptions of value dimensions and CSR expectations have a significant positive effect on customer attitudes when purchasing services in the airline industry. Results also indicate that customer attitudes have a significant positive relationship with consumers’ purchase intentions in the airline industry. The paper discusses implications for managers and adds to the understanding of CSR initiatives and how they can increase companies’ value proposition.
HCMCOUJS - ECONOMICS AND BUSINESS ADMINISTRATION
The main purpose of this study is to investigate the effects of perceived Corporate Social Responsibility (CSR) practices on customers’ satisfaction and perceived value. According to the result of the literature review, the studied CSR practices include environmental protection, customer protection, community, HR policies, price, product quality, relationship selling, empathy, and fulfill expectations. To address the research objective, the present study proposed two following research questions: (1) What are factors of CSR practices impacting customers’ satisfaction?; and (2) How do these factors influence customer satisfaction and perceived value? The study approached 236 customers of the food industry to conduct a survey empirically and tested the proposed hypotheses using structural equation modeling. The research findings show that (1), in Vietnamese customers perceptions, Perceived price, Perceived quality and Empathy are three components of CSR practices; (2) these components...