Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction

Abstract:Given the importance tourism has in many economies, this research was designed to study how the social and environmental benefits of Location Based Services (LBS) in the tourism sector influence user behavior and thus contribute to sustainable development. The objective has been to study LBS as a solution that makes the deployment of tourism activities easier, more useful and improves attitudes towards it, but in a context where trust in privacy and benefits-based sustainable social and environmental development are key. To achieve this, this research identifies what could be the influence factors in the adoption of mobile applications with Location Based Services from the point of view of the tourism sector, especially if the social and environmental benefits of LBS can help improve usage behavior. We investigated the technological acceptance of LBS in tourism, using Technology Acceptance Model (TAM) as a solid model to explain its adoption. Nine hypotheses were investigated by carrying out a survey of travelers (n = 277) during their visit to Seville (Spain). To test the conceptual model's hypotheses, the Partial Least Squares (PLS) technique was applied to estimate variance-based structural equations models (SEM).The results of this study indicated that tourists are willing to accept these LBS services within a particular adoption model, where trust in privacy and social and environmental benefits are paramount.

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“…More specifically, based on research that has formulated items related to this variable [35,[83][84][85], we formulate these hypotheses: …”

Section: Hypothesis 9 (H9)mentioning

confidence: 99%

The Behavioral Response to Location Based Services: An Examination of the Influence of Social and Environmental Benefits, and Privacy

2017

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“…[2, 44,45] Social responsibility SR1: The mobile telecommunication service provider I currently use makes a notable effort to raise social fund. SR2: The mobile telecommunication service provider I currently use encourages its employees to take part in volunteering activities in local communities.…”

Section: Factorsmentioning

confidence: 99%

Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance

et al. 2015

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Abstract:The concepts of corporate social responsibility (CSR) and user experience have been identified as core determinants of the success of service providers. Accordingly, practitioners and researchers have investigated the effects of service providers' CSR and user experience on behavioral intention to use a particular service. Based on the importance of these concepts, the current study integrates subjective dimensions of CSR with the technology acceptance model (TAM) to explore whether the CSR efforts of mobile telecommunication services providers and the service acceptance of their customers have significant effects on behavioral intention to use a service. We apply structural equation modeling and find that two factors from the TAM (i.e., usefulness and ease of use) as well as economic, social, and environmental responsibility are significantly related to customer attitude and satisfaction. Moreover, our results show that there are significantly positive relationships between customer attitude and behavioral intention to use a service, as well as OPEN ACCESSSustainability 2015, 7 11346 between customer satisfaction and intention. Practical and theoretical implications along with notable limitations of the current study are presented.

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“…The main challenge is the implementation of systems capable of ensuring that citizens, enterprises, administrations and international institutions have real access to these systems based on sustainable practices. Kim's (2016) study identifies a firm's environmental, social, economic, and ethical responsibilities as key components of successful sustainable management and investigates how these corporate responsibilities contribute to increased competitiveness and customer satisfaction. A structural equation modeling analysis was performed on data collected from 914 train users in South Korea.…”

Section: Introductionmentioning

confidence: 99%

Proposição de um modelo de gestão sustentável e competitivo para o artesanato

Leite

Sehnem

2018

Cad. EBAPE.BR

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Resumo O objetivo deste artigo é identificar as características essenciais e necessárias à proposição de um modelo de gestão sustentável e competitivo para o artesanato gerenciado por uma entidade pública de um município de Santa Catarina. Tal proposição alinha-se com os preceitos teóricos da Administração que foram estruturados nas dimensões de análise: gestão, artesanato, sustentabilidade e competitividade. A metodologia está baseada na abordagem qualitativa com apoio de estatística descritiva, com aplicação de uma pesquisa com 156 artesãos credenciados e gestores e colaboradores de uma entidade pública de um município de Santa Catarina que coordenam os trabalhos do artesanato. Foi feita análise da caracterização dos artesãos ao explorar as informações sobre o seu perfil, das características da organização ao abordar aspectos da sua forma de atuação com a atividade artesanal e avaliação de sua forma de gestão conforme a percepção dos artesãos. Os resultados possibilitaram construir a proposta de um modelo de gestão que contempla as dimensões: valores, relações, processos, ações e resultados. Efetuou-se o levantamento dos elementos sustentáveis e competitivos inseridos na gestão, seu processo de implementação e acompanhamento. Concluiu-se que a admissão do modelo com suporte na ciência da Administração pode contribuir para profissionalizar a gestão do artesanato ao elevar sua competitividade e abranger aspectos de sustentabilidade.

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Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction

Cited by 33 publications

References 59 publications

The Behavioral Response to Location Based Services: An Examination of the Influence of Social and Environmental Benefits, and Privacy

The Behavioral Response to Location Based Services: An Examination of the Influence of Social and Environmental Benefits, and Privacy

Antecedents of Behavioral Intention to Use Mobile Telecommunication Services: Effects of Corporate Social Responsibility and Technology Acceptance

Proposição de um modelo de gestão sustentável e competitivo para o artesanato

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