Effects of Corporate Social Responsibility perception on consumer satisfaction with the brand

Rivera, J.J.; Bigné, Enrique; Pérez, Rafael Currás

doi:10.1016/j.sjme.2016.06.002

Cited by 70 publications

(64 citation statements)

References 56 publications

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“…However, we have found few studies in the area of CSR that have examined the relationship between brand image and customer satisfaction. Rivera et al (2016) recently addressed the role of attitude instead of brand image, reporting the direct influence of CSR on customer satisfaction. Only Wu and Wang (2014) have studied the relationship between the dimensions of CSR (customer, employee, environment, economy and community) and customer satisfaction, considering brand image ( functional, symbolic and experiential) and brand attitude as mediating variables.…”

Section: The Relationship Between Brand Image and Satisfactionmentioning

confidence: 99%

The impact of perceived CSR on corporate reputation and purchase intention

Bianchi

Bruno

Sarabia-Sánchez

2019

EJMBE

135

134

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Purpose The purpose of this paper is to examine the influence of consumers’ perceived corporate social responsibility (CSR). The aim is to provide insight into the effect of perceived CSR on purchase intention (short-term effect) and corporate reputation (long-term effect), whilst considering the role of brand image, satisfaction (affective and cognitive) and brand loyalty. Design/methodology/approach The sample comprised 429 consumers selected using non-probabilistic sampling with age and gender quotas. Confirmatory factor analysis was used to validate the measurement model. Structural equation modelling was used to validate the research hypotheses. Findings All direct and mediated influences in the model were significant, except for the effects of perceived CSR on affective satisfaction. Thus, the proposed causal chain is valuable to understand how perceptions of CSR influence purchase intention and perceived reputation. Research limitations/implications Perception is considered a dual phenomenon (cognitive and affective). It would be advisable to consider both dimensions in the future. The same is true of affective satisfaction. Originality/value Direct and mediated relationships that have previously been studied separately are considered together in a single model. This approach provides a better understanding of how perceived CSR influences purchase intention and reputation.

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Section: The Relationship Between Brand Image and Satisfactionmentioning

confidence: 99%

The impact of perceived CSR on corporate reputation and purchase intention

Bianchi

Bruno

Sarabia-Sánchez

2019

EJMBE

135

134

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“…Incorporating messages of support a social cause aim to transfer the positive feelings generated by this support to the brand image (Grohmann and Bodur, 2015;Rivera et al 2016).…”

Section: Conceptual Backgroundmentioning

confidence: 99%

Co-branding strategy in cause-related advertising: the fit between brand and cause

Huertas-García

Lengler

Consolacion-Segura

2017

JPBM

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Citation for published item:ruertsEqr¡ %D F nd venglerD tF nd gonsoli¡ onEegurD gF @PHIUA 9goErnding strtegy in useErelted dvertising X the (t etween rnd nd useF9D tournl of produt nd rnd mngementFD PT @PAF ppF IQSEISHF Further information on publisher's website: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. Design/Methodology/ApproachThis study includes two stages: a qualitative stage to build brand-cause relationships, and a quantitative study of one of these relationships to examine which fit dimensions are involved and whether they generate synergy in purchase intentions. FindingsResults demonstrate that adjustment to two of the five dimensions is sufficient to influence emotional responses positively. Originality/ValueThe analysis provides tools for managers to verify which types of strategic fit operate in this relationship and facilitate co-branding planning to achieve financial goals.

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“…CSR initiatives indeed have a strong influence on consumer attitude and behavior towards products and companies (Sen & Bhattacharya, 2001). Rivera, Bigne, & Curras-Perez (2015) found a positive direct relationship between CSR and customer satisfaction based on organisational environmental initiatives. The effectiveness of organisational CSR practices will drive consumers' purchasing decisions through criteria of price, quality and service (Swaen & Chumpitaz, 2008).…”

Section: Consumer Attitudementioning

confidence: 90%

Consumers’ Perception on Organisational Corporate Social Responsibility Practices and its Implications on Consumer Attitude: Evidence from the Malaysian Telecommunication Industry

Liew¹,

Song²

2017

JMS

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This paper aims at investigating consumers' perception on the Corporate Social Responsibility (CSR) practices of the telecommunication service companies in Malaysia, and its antecedent to consumer attitude. The local telecommunication service providers have emphasized on service quality, stakeholder value, corporate reputation, and innovation to achieve good business performance. However, little is known about the contribution of service quality, stakeholder value, corporate reputation, and innovation on the effectiveness of organisational CSR practices. Furthermore, lack of previous studies that have investigated the impact of organisational CSR practices on consumer attitude, particularly in the context of Malaysian telecommunication industry. With the adoption of structural equation modeling approach and survey method, a total of 360 samples comprising the prepaid and postpaid mobile consumers were obtained for this study. The results shown that consumers' perception on service quality and stakeholder value had significant relationship with CSR practices. However, consumers' perception on corporate reputation and innovation had no significant relationship with CSR practices. CSR practices was positively related to consumer attitude. In the theoretical implications, service quality and stakeholder value variables were found as important elements in the proponents of Strategic CSR Theory. In the managerial implications, this study recommended that the telecommunication service providers should highly focus on more effective planning and implementation of CSR practices through better integration of CSR in its core business functions and value chain system, diversification of CSR scope and stakeholders engagement.

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Effects of Corporate Social Responsibility perception on consumer satisfaction with the brand

Cited by 70 publications

References 56 publications

The impact of perceived CSR on corporate reputation and purchase intention

The impact of perceived CSR on corporate reputation and purchase intention

Co-branding strategy in cause-related advertising: the fit between brand and cause

Consumers’ Perception on Organisational Corporate Social Responsibility Practices and its Implications on Consumer Attitude: Evidence from the Malaysian Telecommunication Industry

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