Corporate Social Responsibility (CSR) disclosure has become a rising concern for the public listed firms worldwide due to its ability to enhance firm's market performance and financial performance. The main objective of this study is to investigate the relationship between CSR disclosure and firm performance of Bursa Malaysia's listed companies based on their market value added (MVA), return on equity (ROE) and return on assets (ROA). 324 samples of public listed companies' annual report for the period of 2014 to 2016 were obtained from Bursa Malaysia and examined. The extent of their CSR disclosure were measured and analyzed. After accounting for control variables such as firm size, firm age, firm leverage and firm liquidity, the result shows that there is a positive significant relationship between CSR disclosure and firm performance in terms of ROA and ROE. This reveals that high level of CSR disclosure helps firms to achieve optimum performance through increased competitiveness, improved firm's image amongst society, and creates new opportunities in the marketplace. The findings also showed mix results among the control variables towards firm performance. For future research, this paper recommends to extend the study by using different CSR disclosure measurement, different firm performance measurement such as return on investments (ROI) and Tobin's Q and different samples.

Customer orientation and empowerment of bank employees is investigated, sample is 225 respondents. Methodology employed is descriptive, factor, correlation and regression analysis. Findings show autonomy, job constraint, education and seniority is significant empirically validating job empowerment as a factor. A customer-orientated culture leads to excellent customer services. Limitations; sample size, one industry focus and no interactive effects. Recommendations include other service industries, comparative studies and a nation-wide study.

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Subject area Management, business studies, entrepreneurship, public relations or communications. Study level/applicability This case study is suitable for certificate, diploma and degree programmes in management, business studies, entrepreneurship, public relations or communications. Case overview In this case study, there are three issues related to the halal controversy with the Sarawak layered cake that aimed at business competitiveness, namely, business perseverance during turbulent times; creativity and innovation for business growth; and expansion strategy. The halal controversy of an imported butter affected Di Wannie's business to a great extent. The “Imported X” butter was then declared to be halal after further investigation by the Islamic Advisory Committee, but the business impacts from the controversy took longer to vanish. Expected learning outcomes By the end of the discussion, students should have a clear concept of the various elements that constituted Di Wannie's business strategies, as well as the elements that constituted a Sarawak layered-cake industry strategy. Students should realize that the business model for a cake and pastry company is more complex because it not only involves building competency in cake production and marketing but also involves continuous innovation in recipe and baking process development, experimentation, sensitivity and ethical consumerism. Supplementary materials Teaching notes are available for educators only. Please contact your library to gain login details or email support@emeraldinsight.com to request teaching notes.

This study examines parents' satisfaction towards the service quality of private kindergarten in Kuching. Five dimensions in SERVQUAL are applied as the indicators that influence parents' satisfaction. In total 400 questionnaires were distributed to the respondents. Data collected is analyzed by employing descriptive statistics, reliability analysis, correlation and multiple linear regressions. In this research, the Pearson Correlation shows the five SERVQUAL dimensions have a positive and relationship on parents' satisfaction. In order to identify the best predictor that contributes to parents' satisfaction, the multiple linear regressions are used to predict the impact on the five SERVQUAL dimensions on parents' satisfaction. In a nutshell, responsiveness is the most significant and dominant dimension that influences parents' satisfaction. The results suggest the private kindergarten operators emphasize more on ensuring continuous communication with parents. Teachers play an important role as they should regularly tell and ask parents in order to understand each child's situation. Teachers are suggested to promptly respond to children's needs and make efforts to address them.