Consumer responses to environmental corporate social responsibility and luxury

Abstract

Purpose Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall. Design/methodology/approach Structural equation modeling is applied to data from a sample of 706 French consumers to test the hypotheses. Findings The results highlight the importance of environmental CSR, luxury and service quality dimensions as stimuli influencing positively consumer emotions, which in turn positively influence consumer attitudes. Research limitations/implications This study extends prior work in the field of services marketing and the S-O-R framework while considering environmental CSR, luxury and service quality dimensions as relevant stimuli. It further contributes to the literature of the shopping mall while examining relevant and unexplored antecedents to consumer emotions. Practical implications This paper provides tailored recommendations for shopping mall managers. It details how managers can use environmental CSR and luxury dimensions besides service quality as relevant stimuli in their positioning strategies to enhance consumer emotions and attitudes. Originality/value This study provides novel insights into shopping mall dimensions, i.e. environmental CSR, luxury and service quality, influencing consumer responses.

Environmental CSR, Customer Equity Drivers, and Travelers’ Critical Outcomes: A Stimulus–Organism–Response Framework

“…While stimuli are the signals sent by the firm and are external to the individual customers, they could affect how customers feel about the firm and ultimately alter their response. Schill and Godefroit-Winkel (2022) argued that environmental CSR can play a role ( stimuli component ) to represent the characteristics of the firm and result in enhanced customer experience. It is assumed that an established level of CEDs ( organism component ) in turn would influence critical customer outcomes ( response component ).…”

“…However, previous research remains scarce in exploring the impact of environmental CSR as an important concern that could potentially influence customer equity and lead to critical behavioral outcomes in the airline industry. Considering the negative environmental impacts of the airline industry (Kim, Lee & Roh, 2020) and an urge to pursue environmental CSR in the service industry (Schill & Godefroit-Winkel, 2022), such a void in tourism sustainability literature sounds significant.…”

Assessing impact of consumer perceived CSR on consumer attitude and purchase behaviour in retail segment: a stakeholder theory perspective

“…Kim et al (2020) examined the effects of CSR on CA toward a sport sponsorship and found positive influence. Further, Schill and Godefroit-Winkel (2021) examined the influence of CSR on consumer emotions which in turn influence CA towards the shopping mall. Most recently, Ng (2022) investigated how perceived CSR relate to CA regarding social enterprise products and found positive effects.…”

Perceived Environmental Corporate Social Responsibility Effect on Green Perceived Value and Green Attitude in Hospitality and Tourism Industry: The Mediating Role of Environmental Well-Being

“…Despite the importance of social responsibility in reducing harmful effects on the environment through integration and interactions between all stakeholders, whether suppliers or consumers [9], studies that dealt with the relationship between ECSR and consumer behavior or marketing variables are very limited [8]. The notion that environmental responsibility is an essential component of CSR seems less contentious than the diverse nature of CSR discussed before.…”