A Review of Corporate Social Responsibility and Its Relationship with Customer Satisfaction and Corporate Image

Bruce, Emmanuel; Priscilla, Owusu-Ansah

doi:10.4236/ojbm.2022.102040

Cited by 10 publications

(5 citation statements)

References 67 publications

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“…As a result, research has demonstrated that delighted customers are more likely to stick with a business, resulting in customer loyalty (Ali et al, 2019). As a result, their CSR efforts increase their profitability and competitiveness by drawing in more environmentally sensitive or socially conscious clients (Emmanuel & Priscilla, 2022; Flammer, 2015; Nybakk & Panwar, 2015; Porter & Kramer, 2011). Customers of socially conscious businesses also tend to make better decisions and are more satisfied as a result.…”

Section: Review Of Literature and Hypothesis Developmentmentioning

confidence: 99%

Examining the impact of corporate social responsibility on customer delight, customer revisit intention and sustainable destination building: An empirical study of the hospitality industry

Bhat,

Amar,

Sharma

2024

Bus Strat Dev

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This research empirically investigates the impact of corporate social responsibility on customer delight and revisit intention of customers in the hospitality and tourism industry. Moreover, it investigates the impact of corporate social responsibility on the sustainable destination building. In order to achieve the set targets, data were sought through questionnaires from 282 guests visiting luxury hotels rendering services in Jammu and Kashmir and Delhi, India. To examine the link between the hypotheses, various normality tests, exploratory/confirmatory factor analysis and structural equation modeling were employed. The results show a strong correlation between all of the integrated model's elements and offer insightful managerial advice and implications for the hospitality sector.

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Section: Review Of Literature and Hypothesis Developmentmentioning

confidence: 99%

Examining the impact of corporate social responsibility on customer delight, customer revisit intention and sustainable destination building: An empirical study of the hospitality industry

Bhat,

Amar,

Sharma

2024

Bus Strat Dev

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“…Company image can be defined as the picture of the organization in the minds of its target audiences. In other words, it is the set of judgments about the adjective attributed to the corporate identity in the minds of the target audiences (Emmanuel and Priscilla, 2022). Brand image, trust, evaluation, and satisfying relationships have been well-established and studied for various sectors (Ariani, Firdaus and Hairudinor, 2019;Yu et al, 2020;Emmanuel and Priscilla, 2022).…”

Section: Corporate Imagementioning

confidence: 99%

“…In other words, it is the set of judgments about the adjective attributed to the corporate identity in the minds of the target audiences (Emmanuel and Priscilla, 2022). Brand image, trust, evaluation, and satisfying relationships have been well-established and studied for various sectors (Ariani, Firdaus and Hairudinor, 2019;Yu et al, 2020;Emmanuel and Priscilla, 2022). From these studies, Ariani et al (2019) revealed in their mobile sector research that corporate image and trust positively affect customer satisfaction.…”

Section: Corporate Imagementioning

confidence: 99%

“…Wedysiage et al ( 2021) stated in their research that corporate social responsibility practices positively affect competitive advantage through customer satisfaction. In addition, Emmanuel and Priscilla (2022) stated that CSR practices will positively affect customer evaluations and may impact corporate image and satisfaction. Thereby, the next hypotheses are based on the effect of corporate evaluation;…”

Section: Corporate Evaluationmentioning

confidence: 99%

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Impact of corporate social responsibility performed by Turkish banks related to COVID-19 on customer satisfaction and loyalty

Yilmazel

Karademir

2022

bmij

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The study aims to evaluate the support provided by banks in the COVID-19 era and to investigate the effect on consumer preferences. In this direction, the effects of CSR variables (economic, legal, ethical, philanthropic) and corporate interactions (corporate image, CSR trust, corporate evaluation) on consumer preferences (customer satisfaction, customer loyalty) were investigated. The study collected data from bank customers who showed corporate social responsibility practices; in total, 346 data were collected in Turkey. Confirmatory factor analysis and path analysis were performed in the Amos 22.0 program. The results of this study demonstrated that the impact of CSR variables on corporate image, trust and evaluation had been proven. While economic and ethical responsibilities positively affect the corporate image, legal and philanthropic responsibilities increase consumers’ trust. In addition, legal responsibilities positively affect consumers' evaluation of the banks. The results also confirm that corporate image, trust and evaluation affect customer satisfaction and loyalty. With this study, it will be possible to improve the behaviour of banks in this direction in times of crisis by revealing the preferences of bank customers for corporate social responsibility components.

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“…This study analyses three characteristics that improve customer loyalty: quality management, operational management, and inventory management. Malaysia is a nation that has made significant investments in the manufacturing industry, which produces a wide range of goods (Emmanuel & Priscilla, 2022). The production of various goods in Malaysia has significantly increased the country's GDP.…”

mentioning

confidence: 99%

The Mediating Effect of Customer Loyalty in the Relationship Between Supply Chain Performance, Inventory Management and Quality Management

Nadason,

Vasudevan,

Mui Yee

2024

MMI

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Supply chain management is the systematic, strategic coordination of business tasks engaged in a supply chain to enhance a company’s and a supplier chain’s overall long-term performance. It is also a set of approaches used effectively to integrate suppliers, manufacturers, distributors, or customers to improve the long-term performance of the companies involved and the supply chain itself as a whole. A lack of financial resources is the main obstacle to supply chain management development. This study intends to investigate the mediating effect of customer loyalty on the relationships among supply chain performance, inventory management, and quality management. An electronic manufacturing facility in Penang, Malaysia, served as the site of this investigation. Consequently, 700 individuals were working at this industrial company. This industrial company’s employees were given the questionnaire, which was created. An analysis of the relationship and effects of quality management, inventory management, supply chain management, and customer loyalty on the performance of the product market was performed via nonprobability sampling on a population of 700 employees to generate a sample of 65 respondents based on the PLS-SEM. Several statistical methods were employed in this study, and SMART PLS3 was utilised to analyse the data. The effectiveness of a product in the market was found to be significantly influenced by variables such as customer loyalty, inventory management, supply chain management, and product market performance. The results showed that seven hypotheses had significant connections for all variables. Business owners and other relevant stakeholders are suggested to improve the supply chain, inventory management, and quality management systems in their organisation’s business operations to promote customer loyalty and product market performance for long-term viability. The effort continued during the RMK-9 period by implementing comprehensive policy because more intense competition had to be faced by the industry, including SMEs, due to the existence of globalisation and trade liberalisation

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A Review of Corporate Social Responsibility and Its Relationship with Customer Satisfaction and Corporate Image

Cited by 10 publications

References 67 publications

Examining the impact of corporate social responsibility on customer delight, customer revisit intention and sustainable destination building: An empirical study of the hospitality industry

Examining the impact of corporate social responsibility on customer delight, customer revisit intention and sustainable destination building: An empirical study of the hospitality industry

Impact of corporate social responsibility performed by Turkish banks related to COVID-19 on customer satisfaction and loyalty

The Mediating Effect of Customer Loyalty in the Relationship Between Supply Chain Performance, Inventory Management and Quality Management

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