Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees

Korschun, Daniel; Bhattacharya, CB; Swain, Scott D.

doi:10.1509/jm.11.0245

Cited by 400 publications

(370 citation statements)

References 111 publications

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“…Fourth, the increased level of OID among employees helps them engage in better creative work performance [24]. Organizational identification drives employees' job performance, and has effects on organizational identification and customer orientation [53].…”

Section: Organizational Identificationmentioning

confidence: 99%

The Organizational Identification Perspective of CSR on Creative Performance: The Moderating Role of Creative Self-Efficacy

2017

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Abstract:Corporate social responsibility (CSR) is an emerging and fast-growing concept for both academic research and organizations. In recent years, the far-reaching influence of CSR practices on stakeholders has made both researchers and practitioners pay heed to this dimension. Employees are one of the most important stakeholders influenced by CSR practices. CSR brings in many ideas, concepts, and techniques. In the past, different antecedents and consequences of corporate social responsibility have been studied, but there is still a deficit in regard to whether employee creative performance is an outcome of corporate social responsibility, and the interlinked variables that might enhance this relationship. The main objective of this study is to examine how CSR practices enhance employee performances within the organization, and which other variables may enhance this relationship. The literature suggests that employees who value CSR campaigns and other practices identify with their company to a greater degree, work with more devotion and loyalty, and show more creativity in their work performance. In this study, organizational identification has been taken as the mediator, and creative self-efficacy has been taken as the moderator. The hypotheses were tested within the sample of companies engaging in CSR practices in Pakistan. A questionnaire survey was conducted using simple random sampling. Simple linear regression, hierarchical regression, and Barron and Kenny tests were applied through SPSS (Statistical Package for the Social Science) for data analysis, and results were found according to the proposed model of the study.

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Section: Organizational Identificationmentioning

confidence: 99%

The Organizational Identification Perspective of CSR on Creative Performance: The Moderating Role of Creative Self-Efficacy

2017

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“…We tested the moderating effects of face-saving using the latent moderated structural equations (LMS) approach [45], which has been widely applied in marketing research (e.g., [46]). The LMS approach uses full information of the raw data [45] Compared to other latent interaction analysis methods, the LMS approach is advantageous in that it provides an unbiased estimation of interaction effects and standard errors under the normal distribution condition, and it is robust against moderate violation of its distributional assumptions [45].…”

Section: Moderating Effect Of Face-savingmentioning

confidence: 99%

Understanding Chinese Consumers’ Intention to Purchase Sustainable Fashion Products: The Moderating Role of Face-Saving Orientation

Wei

Jung

2017

Sustainability

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Abstract:In a culture where collectivism is pervasive such as China, social norms can be one of the most powerful tools to influence consumers' behavior. Individuals are driven to meet social expectations and fulfill social roles in collectivist cultures. Therefore, this study was designed to investigate how Chinese consumers' concern with saving face affects sustainable fashion product purchase intention and how it also moderates consumers' commitment to sustainable fashion. An empirical data set of 469 undergraduate students in Beijing and Shanghai was used to test our hypotheses. Results confirmed that face-saving is an important motivation for Chinese consumers' purchase of sustainable fashion items, and it also attenuated the effect of general product value while enhancing the effect of products' green value in predicting purchasing trends. The findings contribute to the knowledge of sustainable consumption in Confucian culture, and thus their managerial implications were also discussed.

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“…Employees at customer contact points could be aware that the performance of their work, including interactions with customers, is directly linked to customer satisfaction and loyalty, and is further critical to organizational effectiveness and reputation. In this situation, employees who are emotionally immersed in the organization would strive to serve customers' needs and to refrain from behaving in ways that would inadequately deal with customers because they might consider their own efforts to help organizational success as well as individual performance [39]. In summing up this discussion and the assumption about the positive relationship between perceived CSR and AOC presented earlier, we expect that employees working for a socially responsible organization will not engage in harmful behavior toward customers due to their high affective commitment to their organization.…”

Section: Hypothesis Developmentmentioning

confidence: 99%

Hidden Roles of CSR: Perceived Corporate Social Responsibility as a Preventive against Counterproductive Work Behaviors

et al. 2017

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Abstract:The purpose of this study is to identify how the degree to which employees perceive that their organization is socially responsible influences their counterproductive behaviors at work. We developed a research model capturing the relationships between perceived corporate social responsibility (CSR), affective organizational commitment (AOC), and organization-, colleague-, and customer-directed counterproductive work behaviors (CWBs). Drawing on social identity and social bonding theories, we hypothesized that employees' perceptions of CSR would enhance their levels of AOC and thereby hinder the three types of CWBs. Survey data from 252 frontline employees of six luxury hotels in South Korea were examined. We found that perceived CSR is indirectly and negatively related to the three types of CWBs through AOC. We discussed the theoretical contributions and practical implications of this study.

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Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees

Abstract: Corporate social responsibility, customer orientation, and the job performance of frontline employees ESMT Working Paper,

Cited by 400 publications

References 111 publications

The Organizational Identification Perspective of CSR on Creative Performance: The Moderating Role of Creative Self-Efficacy

The Organizational Identification Perspective of CSR on Creative Performance: The Moderating Role of Creative Self-Efficacy

Understanding Chinese Consumers’ Intention to Purchase Sustainable Fashion Products: The Moderating Role of Face-Saving Orientation

Hidden Roles of CSR: Perceived Corporate Social Responsibility as a Preventive against Counterproductive Work Behaviors

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