Determinants of Behavioral Intention to Use South Korean Airline Services: Effects of Service Quality and Corporate Social Responsibility

Abstract

Since the introduction of corporate social responsibility (CSR), it has become an important duty of companies and organizations. In addition, academic and industry researchers have attempted to explore the effects of corporate social responsibility on firm performance. To this end, this study examined how corporate social responsibility and service quality are notably associated with customer satisfaction and behavioral intention to use by employing a structural equation modeling method. A research model with nine constructs was introduced and the findings revealed that economic, social, and environmental responsibility, as well as in-flight service quality, significantly determined customer satisfaction, while there were notable connections between customer satisfaction and behavioral intention to use. However, service quality at airports did not have a significant effect on satisfaction. The practical and theoretical implications of the current study are discussed. OPEN ACCESSSustainability 2015, 7 12107

The Role of Generativity in the Effects of Corporate Social Responsibility on Consumer Behavior

“…We also asked for CSR attributions-that is, respondents' beliefs about why companies engage in CSR activities (five items; [41])-as a control variable because they can enhance consumer responsiveness to a company's CSR activities [42]. Finally, we measured both respondents' level of support for CSR (three items; [33]) and their generativity (scale from Study 1; [43]). All items were rated on a 7-point scale (1 = "strongly disagree"; 7 = "strongly agree").…”

“…Previous research has focused on how consumers react to CSR [1,28,29]. Findings show the effect of CSR on consumer responses, such as customer attitudes toward the product [30], positive product and brand evaluations [31], consumer-company identification [3], consumer loyalty [30], customer donations [32], and consumer satisfaction [33], e.g., behaviors such as the one is represented in Figure 1.…”

Determinants of Behavioral Intentions in the Context of Sport Tourism with the Aim of Sustaining Sporting Destinations

“…The symbolic relationship between satisfaction and behavioral intentions is a frequent topic in interdisciplinary studies [43], and it is generally believed tourist satisfaction leads to behavioral intention. Chen et al [2] provided supportive evidence for this link and examined relationships between experience quality, perceived value, satisfaction, and behavioral intention for heritage tourists.…”

Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction

“…It was not until early 2000 that emphasis was placed on corporations' social responsibilities and how they serve to enhance CSM, suggesting that the general population may not fully understand the concept of CSM. By addressing these limitations, future studies should attempt to develop more comprehensive CSM–customer satisfaction models (Lee et al , ; Park et al , ).…”