Corporate greed: its effect on customer satisfaction, corporate social responsibility and corporate reputation among bank customers

Caruana, Albert; Vella, Joseph; Konietzny, Jirka; Chircop, Saviour

doi:10.1057/s41264-018-0050-0

Cited by 20 publications

(18 citation statements)

References 29 publications

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“…The term CSR is used to refer to the economic, legal, ethical and social expectations of the community that compel businesses to adopt CSR measures (Venus, 2005). Customers expect that management should recognize the interests of other important stakeholders, as well as those of shareholders (Clarkson, 1995;Caruana et al, 2018), and that corporations should find a balance between societal well-being and shareholders' expectations (Mostafa and ElSahn, 2016;Ramasamy and Yeung, 2009). Since the notion of CSR was proposed, many studies have revealed that CSR activities have a positive influence on customers' attitudes (Bhattacharya and Sen, 2003;Jaiswal and Singh, 2018).…”

Section: Introductionmentioning

confidence: 99%

“…This is further catalyzed by the growing ethical concerns and increasing interconnectedness of the modern business world, which have increased customers' expectations that firms will uphold ethical values and behave in a socially responsible manner (Markovic et al, 2018;Carrigan and Attalla, 2001). The customers now expect firms to balance societal well-being and shareholder expectations and this has led firms to place greater emphasis on societal orientation (Clarkson, 1995;Ramasamy and Yeung, 2009;Mostafa and ElSahn, 2016;Caruana et al, 2018). In response to this, service firms now tend to be more proactive toward their social responsibilities by investing in CSR activities and promoting their ethical behavior in order to reap the benefits (Podnar and Golob, 2007).…”

Section: Introductionmentioning

confidence: 99%

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Corporate social responsibility: a pathway to sustainable competitive advantage?

Shah

Khan

2019

IJBM

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Purpose The purpose of this paper is to investigate the impact of customers’ perceptions of corporate social responsibility (CSR) on affective and continuance commitment. It analyses the moderation effect of relationship age on the CSR-commitment relationships in the banking industry of an emerging economy. Design/methodology/approach Partial least squares based structural equation modeling was used to test the proposed hypotheses in a sample of 360 respondents collected from the retail banking sector of Pakistan. Findings Customers’ CSR perceptions directly and positively influence affective and continuance commitment. The findings also confirm that relationship age is a positive moderator of the CSR-continuance commitment relationship, but does not influence the CSR-affective commitment relationship. Practical implications Marketers should use CSR activities to enhance customers’ commitment. Given the moderating role of relationship age, marketers should devise different strategies for new and long-term customers. The results clearly show that relationship age affects the CSR-continuance commitment relationship. Long-term banking customers will more likely be in a binding relationship when their banks do CSR activities and disseminate those activities to long-term customers. The study explicitly indicates that maintaining long-term customers’ base through CSR activities helps the marketers in achieving sustainable competitive advantage. Originality/value First, it is the pioneering study to empirically investigate the understudied relationship between CSR and continuance commitment. Second, it examines the moderation effect of relationship age on CSR-commitment relationships in the banking industry of an emerging economy.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Corporate social responsibility: a pathway to sustainable competitive advantage?

Shah

Khan

2019

IJBM

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“…The role of customer satisfaction in generating customer loyalty has been proved significant in studies conducted by Schirmer et al (2018), Bowen and McCain (2015) and Amin (2016). The role of customer satisfaction as a mediator has been proved significant by Kaura et al (2015), Tandon et al (2017) and Caruana et al (2018). The role of perceived price as moderator was explored and found significant by Chang and Wong (2018) and Aqueveque (2015).…”

Section: Discussionmentioning

confidence: 98%

Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry

Satti

Babar

Parveen

et al. 2020

APJIE

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Purpose This study aims to investigate the role of moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Design/methodology/approach The authors have collected data from customers of the hospitality industry of significant cities of Pakistan using 362 structured questionnaires. Structural equation modelling was used to find out moderated mediation between innovation in service quality and customer loyalty in the hospitality industry for potential entrepreneurs in the hospitality industry. Findings The results showed that the role of customer satisfaction as a mediator and the role of perceived price fairness as a moderator between service quality and customer loyalty is statistically significant. Customers are influenced by price, and it leads to their satisfaction in the hospitality industry. Research limitations/implications The results of this study can be used by managers of the restaurant industry to enhance customer loyalty by focusing on customer satisfaction and perceived price. Originality/value The evidence documented in this paper is first known to measure the role of a mediator and moderator between service quality and customer loyalty for potential entrepreneurs. This paper will add to the literature of service quality in the hospitality industry concerning the role of customer satisfaction and perceived price fairness for future and potential entrepreneurs.

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“…The popularity of CSR practices increases as well as their complication and bureaucratization, which naturally leads to an increase in the amount of research in this scientific field (Hejjas et al, 2018;Gangi et al, 2018;Vo et al, 2017;Burianová & Paulík, 2014). CSR, as a necessary and indispensable condition for the formation and maintenance of reputation, and therefore as a component of the reputation management system, is explained in studies (Caruana et al, 2018;Duhé, 2009;Vallaster, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Reputation stability vs anti-crisis sustainability: under what circumstances will innovations, media activities and CSR be in higher demand?

Derevianko

2019

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Research background: The difference of war and peace can help gain an under-standing of the differences in the management of a company's reputation in terms of its stability as compared to the state of a reputation crisis. The question of practical confirmation, which is left open, is whether there is a positive correlation between the anti-crisis activity of the reputation management system and its stability in a long-term perspective, or whether these two factors are inversely related. Purpose of the article: This research is essentially aimed at studying the impact of innovation activity, media activity, and corporate social responsibility on reputational stability as well as on anti-crisis reputational sustainability. Methods: Indicators of innovation activity, media activity, corporate social responsibility, reputational stability, and anti-crisis reputational sustainability were collected in a sample of the most frequently mentioned in the media leading companies of the Ukrainian economy (N = 315), using an online survey done among 110 industry experts within the framework of the Reputation ACTIVists All-Ukrainian Ranking of Corporate Reputation Management Quality over February-March'2019 period. Structural equation modeling (SEM) in using the maximum likelihood estimation method was applied to examine the associations between above-mentioned indicators, according to the aim of the study. Findings & Value added: The results of our study revealed: 1) the existence of a significant correlation between CSR and reputational stability; 2) innovative and media activity are the most significant variables to provide anti-crisis sustainability; 3) CSR is less important for ensuring anti-crisis sustainability than for maintaining reputational stability; 4) anti-crisis sustainability is significantly more dependent on media activity than reputational stability is. By better understanding the roles of innovation activity, media activity, and corporate social responsibility, the company’s management in Ukraine can leverage the results of the study to improve reputation management performance, differentiating approaches in circumstances of a crisis and stability.

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Corporate greed: its effect on customer satisfaction, corporate social responsibility and corporate reputation among bank customers

Cited by 20 publications

References 29 publications

Corporate social responsibility: a pathway to sustainable competitive advantage?

Corporate social responsibility: a pathway to sustainable competitive advantage?

Innovations for potential entrepreneurs in service quality and customer loyalty in the hospitality industry

Reputation stability vs anti-crisis sustainability: under what circumstances will innovations, media activities and CSR be in higher demand?

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