CSR practices and consumer perceptions

Öberseder, Magdalena; Schlegelmilch, Bodo B.; Murphy, Patrick E.

doi:10.1016/j.jbusres.2013.02.005

Cited by 346 publications

(238 citation statements)

References 65 publications

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“…Consequently, if an organisation wishes to enhance its CSR image and overall firm image, it should look to communicate with consumers regarding CV programs to build their awareness and perceived familiarity with the program. This finding strengthens calls in the broader literature for CSR communication to build brand image (Du et al, 2010;Pomering and Dolnicar, 2009;Öberseder et al, 2013) The strong association between CSR image and firm image (H4a) demonstrates that perceptions of a firm's CSR activity have a significant influence on how consumers feel about the firm, which captures the consumer's overall perceptions of the way an organisation presents itself (Walsh and Beatty, 2007). CSR image also has a positive direct association with all the proposed stages of loyalty -cognitive, affective and conative loyalty (word-of-mouth) (H4b, c and d).…”

Section: Corporate Volunteering Initiatives and Consumer Perceptions supporting

confidence: 80%

The Impact of Corporate Volunteering on CSR Image: A Consumer Perspective

et al. 2014

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Section: Corporate Volunteering Initiatives and Consumer Perceptions supporting

confidence: 80%

The Impact of Corporate Volunteering on CSR Image: A Consumer Perspective

et al. 2014

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“…This literature focuses on underlying psychological outcomes such as organizational commitment (Mueller et al 2012) or psychological needs such as security, sense of belonging, and meaningful existence (Bauman and Skitka 2012). Customer perceptions of CSR have also been well documented (see, for example, Alvarado-Herrera et al 2017; Lee et al 2013;Oberseder et al 2013). Nevertheless, notwithstanding the contribution of these studies, the literature examining how employees assess and respond to CSR remains limited (Aguinis and Glavas 2012;Panagopoulos et al 2016).…”

Section: Csr At the Individual Levelmentioning

confidence: 99%

“It’s Like Hating Puppies!” Employee Disengagement and Corporate Social Responsibility

2018

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Corporate social responsibility (CSR) has been linked with numerous organizational advantages, including recruitment, retention, productivity, and morale, which relate specifically to employees. However, despite specific benefits of CSR relating to employees and their importance as a stakeholder group, it is noteworthy that a lack of attention has been paid to the individual level of analysis with CSR primarily being studied at the organizational level. Both research and practice of CSR have largely treated the individual organization as a "black box," failing to account for individual differences amongst employees and the resulting variations in antecedents to CSR engagement or disengagement. This is further exacerbated by the tendency in stakeholder theory to homogenize priorities within a single stakeholder group. In response, utilizing case study data drawn from three multinational tourism and hospitality organizations, combined with extensive interview data collected from CSR leaders, industry professionals, engaged, and disengaged employees, this exploratory research produces a finer-grained understanding of employees as a stakeholder group, identifying a number of opportunities and barriers for individual employee engagement in CSR interventions. This research proposes that employees are situated along a spectrum of engagement from actively engaged to actively disengaged. While there are some common drivers of engagement across the entire spectrum of employees, differences also exist depending on the degree to which employees, rather than senior management, support corporate responsibility within their organizations. Key antecedents to CSR engagement that vary depending on employees' existing level of broader engagement include organizational culture, CSR intervention design, employee CSR perceptions, and the observed benefits of participation.

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“…Initial studies indicate that consumers take a firm's commitment to CSR initiatives into account when evaluating companies and their products [21].…”

Section: Customer Loyaltymentioning

confidence: 99%

The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image

Kihan¹,

Yu²,

Choi³

et al. 2015

JOEBM

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Abstract-In the face of growing worldwide interest in corporate social responsibility (CSR), this paper explores how CSR factors influence customer satisfaction and loyalty and whether the moderating effects of corporate image in the relationships between CSR and customer satisfaction and customer loyalty are or not. There may be the difference of perceptions of CSR between consumers of developing and developed countries. This study used structural equation modeling (SEM) to test the hypotheses. The findings show that CSR positively affects customer satisfaction and loyalty, and customer satisfaction positively affects customer loyalty. The importance order of CSR factors is as follows: consumer protection, philanthropic responsibility, legal responsibility, ethical responsibility, economic responsibility, and environmental contribution. The moderating effect of corporate image in the relationship between CSR and customer satisfaction is identified. Thus, managers should put CSR factors into action in the perspective of consumers, which will encourage customers to perceive the firms more favorably. The conclusion draws implications for marketing practice and future research.Index Terms-Corporate image, customer loyalty, customer satisfaction, CSR.

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CSR practices and consumer perceptions

Cited by 346 publications

References 65 publications

The Impact of Corporate Volunteering on CSR Image: A Consumer Perspective

The Impact of Corporate Volunteering on CSR Image: A Consumer Perspective

“It’s Like Hating Puppies!” Employee Disengagement and Corporate Social Responsibility

The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image

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