A Study of Key Success Factors of Service Enterprises in China

Zhang, Min; Jin, Bi-ying; Wang, G. Alan; Goh, T. N.; He, Zhen

doi:10.1007/s10551-014-2074-2

Cited by 28 publications

(7 citation statements)

References 83 publications

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“…Findings suggest that tourism developments in China during an initial construction stage can use CSR initiatives to attract grassroots support, particularly when assessing the environmental impacts of tourism projects. CSR has emerged as a key factor behind the success of service enterprises in China (Zhang et al 2016). Consistent with previous studies, this study suggests that a company's good CSR record can be transformed into positive corporate evaluations in China, particularly when the company sells experiential products (Tian, Wang, and Yang 2011).…”

Section: Discussionsupporting

confidence: 86%

Examining the Role of Corporate Social Responsibility in Resident Attitude Formation: A Missing Link?

Wang

Zhang

et al. 2018

Journal of Travel Research

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Resident attitude toward the development of individual commercial tourism projects (e.g., theme parks and resorts) has not been well analyzed in tourism literature. In this study, the authors explored the role of corporate social responsibility (CSR) in understanding residents’ attitudes toward a high-profile tourism project in its initial building stage. Four models were proposed to evaluate the role of CSR in resident attitude formation. Model comparison results suggest that the moderation model (i.e., CSR moderates the effect of perceived impacts on resident attitude) appears to be statistically and conceptually sound. The results reveal that CSR positively affects resident attitude and enhances the effect of environmental tourism impacts on resident attitude at the city level. Theoretical and empirical implications are discussed.

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Section: Discussionsupporting

confidence: 86%

Examining the Role of Corporate Social Responsibility in Resident Attitude Formation: A Missing Link?

Wang

Zhang

et al. 2018

Journal of Travel Research

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“…According to Marwa and Zairi [79], continuous and excellent quality management is very essential for a company's longevity, which requires the commitment of its every members in their daily work, as well as its active attempt to improve facilities, practices, and methods to deliver better products or services to end customers. In a study of Chinese companies in the service industry, Zhang and Jin [80] find that customer-related CSR is conducive to promoting their success and growth. In addition, a resilient organization is likely to establish a wide-ranging business network with its suppliers and even competitors through partnerships, strategic alliances, merger and acquisition.…”

Section: Business-related Csr and Organizational Resiliencementioning

confidence: 99%

“…The source of data for evaluating the above indicators is Chinese listed companies' annual CSR reports and financial reports. According to the range of total CSR score, five grades are specified, i.e., CSR score in the range of [100,80] is recognized for Grade A, (80,60] for Grade B, (60 40] for Grade C, (40,20] for Grade D, and lower than 20 for Grade E.…”

Section: Dependent Variablesmentioning

confidence: 99%

What Dimension of CSR Matters to Organizational Resilience? Evidence from China

Wei

et al. 2019

Sustainability

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Prior work on corporate social responsibility (CSR) has focused mainly on its effects on the short-term performance of firms from developed countries. In this article, we shed light on its effects on organizational resilience, which is defined as the firm's ability to positively cope with environmental turbulence, and operationalized by long-term, improved sales growth and financial volatility. In line with this operationalization, we adopt CSR's performance-enhancing and performance-insuring mechanisms to disentangle the relationship between CSR and organizational resilience. Furthermore, we divide CSR into five dimensions, namely shareholder, employee, business, society and environment-related CSR, and respectively examine their impacts on organizational resilience. The empirical study on a large sample of public firms in China from 2010 to 2017 shows that CSR as a whole significantly increases the firms' long-term growth and reduces their financial volatility. As for the five specific dimensions, they all have a significant negative effect on financial volatility, and the employee, business, environment-related CSR are positively associated with long-term growth. Yet, the empirical results did not indicate significant associations between shareholder and society-related CSR and firms' long-term growth. This study first explores the impacts of CSR's different dimensions on organizational resilience. Also, we contribute to enriching the literature on CSR by examining the long-term performance-insuring effect of CSR with a quantitative analysis of emerging markets. Finally, we discuss some important managerial implications, as well as promising directions for future research.2 of 23 conditions, unestablished industrial structures, and the intense, chaotic competition brought by rapid development, Chinese enterprises are likely to face more changes and uncertainties in their business environment, which makes them more vulnerable than those from developed countries. Second, as the concern about CSR in China comes far later than that in developed countries, the effect of Chinese CSR on organizational resilience may be different. The Kinder, Lydenberg, and Domini (KLD) database, for example, began to internationally provide ratings of corporate social performance in 1991. While, the first official research report on Chinese CSR was released in 2009, and then Chinese listed companies were required to issue their annual CSR reports. In line with this, we aim at providing some new insights of CSR and its effects on organizational resilience with evidence from emerging markets.In doing so, we first clarify the conceptualization and operationalization of organizational resilience. Defined as the ability of an organization to respond positively to environmental changes, organizational resilience is a latent, unobservable construct usually measured by its outcomes [6]. The most desired outcome of organizational resilience recognized in extant literature is a firm's persistent superior performance in the changing business en...

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“…Therefore, any fluctuations, misunderstanding and confusion from this relationship lead to a dissatisfactory shopping experience. Given this, role clarification for enhanced interaction between customers and employees is key component for many service settings (Zhang et al , 2016; Ranjan et al , 2015). According to results, even though there are strong theoretical establishments on the relationships of IAC and CS, IAC had no significant impact on CS.…”

Section: Discussionmentioning

confidence: 99%

Muslim customer’s shopping experiences in multicultural retail environment

Ihtiyar

2019

JIMA

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Purpose This study aims to understand better the impact of intercultural communication, social environment and personality on customer satisfaction and post-purchase stage in retailing from Muslim customers’ perspective. In this endeavour, this study illustrates the unique context of intercultural communication to highlight several improvements contributing towards the advancement of intercultural communication literature. Design/methodology/approach This research adopted a survey approach where 450 questionnaires were obtained among selected grocery retailers in Klang Valley, Malaysia. The measurement of the constructs and their interrelationships were examined based on partial least squares structural equation modelling (PLS-SEM). Findings The findings partially validated the proposed framework with statistically significant relationships among all constructs. Furthermore, it exposed additional insights into some practical and conceptual solutions for addressing intercultural communication of religiously and culturally diverse service encounters in the Malaysian grocery retail industry. These contributions postulated an impetus for future research in various service settings. Originality/value Based on the theories, this study assessed the role of the social environment and personality of grocery retail customers on intercultural communication competence (ICC). It also examined the impacts of ICC on inter-role congruence and interaction comfort. It is anticipated that by filling this knowledge gap, the research assisted in strengthening retail communication strategies, which require intercultural communication adjustments in a multicultural business environment. ICC is expected to improve the retail industry’s competitiveness when it positively influences inter-role congruence and interaction comfort among customers.

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A Study of Key Success Factors of Service Enterprises in China

Cited by 28 publications

References 83 publications

Examining the Role of Corporate Social Responsibility in Resident Attitude Formation: A Missing Link?

Examining the Role of Corporate Social Responsibility in Resident Attitude Formation: A Missing Link?

What Dimension of CSR Matters to Organizational Resilience? Evidence from China

Muslim customer’s shopping experiences in multicultural retail environment

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