How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality

Markovic, Stefan; Iglesias, Oriol; Singh, Jatinder Jit; Sierra, Vicenta

doi:10.1007/s10551-015-2985-6

Cited by 203 publications

(204 citation statements)

References 178 publications

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“…Role of E-Govt Efforts of E-Govt, trust in E-Govt, support of E-Govt [26] 2019-nCoV-WOM Information,countries' status, 2019-nCoV-plan [68] Epidemic protection Hand wash, mask, motivation to protect [69,70] Attitude toward epidemic outbreak Willingness to quarantine, health psychology, doctors' advice [71] Online Social presence in outbreak More present in quarantine, present for social support, present to discuss COVID-19…”

Section: Items and Sourcesmentioning

confidence: 99%

Modeling Impact of Word of Mouth and E-Government on Online Social Presence during COVID-19 Outbreak: A Multi-Mediation Approach

Yasir

Ahmad

et al. 2020

IJERPH

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Although social presence plays an essential role under general conditions, its role becomes significant for societal protection during the quarantine period in epidemic outbreak. In this study, we attempted to identify the role of E-government and COVID-19 word of mouth in terms of their direct impact on online social presence during the outbreak as well as their impacts mediated by epidemic protection and attitudes toward epidemic outbreaks. For this purpose, a unique multi-mediation model is proposed to provide a new direction for research in the field of epidemic outbreaks and their control. Through random sampling, an online survey was conducted and data from 683participants were analyzed. Partial least squares structural equation modeling was used to test the relationships between the variables of interest. The study results revealed that the roles of E-government and COVID-19 word of mouth are positively related to online social presence during the outbreak. Epidemic protection and attitude toward epidemic outbreak were found to positively moderate the impact of the role of E-government and COVID-19 word of mouth on online social presence during the outbreak. The key findings of this study have both practical and academic implications. health protection. This phenomenon encouraged us to formulate a theoretical model based on social presence theory and the role of social media to help examine safety and participation in quarantine. The conceptual model is presented in Figure 1.Word of mouth can be defined as "the intention to share a certain story using one's own social media account" [2]. Many researchers proved that communication has more of an impact through social media with regards to different health issues, and message sharing was found to be the best predictor of emotive and passionate response [3]. Online health information is regularly updated [4]. Nowadays, universal and worldwide flow cannot be ignored [5] and search engines are the most effective method to find information [6]. The Internet is also a useful source for people in the medical field for discussions and interactions about medical issues [7]. A nine-year big data study showed that the use of computers projected emotive improvement [8]. From the health protection point of view, many factors were found to affect the dispersal of cancer information, including anxiety, courage, anticipation, and sharing of experience [9].A study proved that the gestation time of infection (corona virus) was assessed at about 2-14 days [7]. So, a research question was raised about protection during an epidemic outbreak. Social media campaigns with complete research frameworks with theoretical and statistical support for these time periods are essentially to protect society during emergencies. To address this need, our research model includes the factors that trigger safety campaigns and the main effects (direct) of direct relations and the association of mediators on online social presence.The literature shows that for different disease management programm...

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Section: Items and Sourcesmentioning

confidence: 99%

Modeling Impact of Word of Mouth and E-Government on Online Social Presence during COVID-19 Outbreak: A Multi-Mediation Approach

Yasir

Ahmad

et al. 2020

IJERPH

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“…Several studies have also demonstrated the positive effects of CSR perceptions on customer's affective commitment. For example, Markovic, Iglesias, Singh, and Sierra (2018) have proposed that customers' perceptions of corporate ethicality have an impact on customer affective commitment towards the service brand. From the perspective of retail banking customers, CSR expectation is positively related to a strong emotional tie to the company (Poolthong & Mandhachitara, 2009).…”

Section: Social Exchange Theory and Affective Commitmentmentioning

confidence: 99%

Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment

Hur

Kim

2018

Corp Soc Responsibility Env

113

133

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This study examines how customers' perceptions of corporate social responsibility (CSR) affect their customer citizenship behaviour and the mediated link through customer‐company identification and affective commitment. Working with a sample of 615 banking service customers in South Korea, structural equation modelling is employed to test the research hypotheses. The results of this study suggest that customers' perceptions of CSR are positively related to their customer citizenship behaviour. Second, customer‐company identification was found to mediate the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Third, customers' affective commitment towards their organization also mediated the positive relationship between customers' perceptions of CSR and customer citizenship behaviour. Finally, the relationship between customers' perceptions of CSR and customer citizenship behaviour is sequentially and partially mediated by customer‐company identification and affective commitment. The theoretical and managerial implications of the results and the limitations of the study are discussed, and future research directions are suggested.

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“…As consumer perceptions and attitudes undoubtedly influence behavior, CPE has a positive relation with both product brand trust and product brand affect which subsequently influence product brand loyalty (Singh et al, 2012). This was also confirmed in the context of corporate services brands as CPE which is affected by employee empathy has a positive and indirect effect on customer loyalty and positive word-of-mouth (Markovic, Iglesias, Singh, et al, 2015). Singh, Iglesias, and Batista-Foguet (2012) also conceptualize CPE at the corporate brand level as the perception of the brand as being honest, responsible, and accountable toward various stakeholders.…”

Section: Consumer Perceived Ethicalitymentioning

confidence: 68%

Consumer Ethics and Fashion Corporate Social Responsibility -Attributions of Fashion CSR Motives and Perceptions-

Ahn¹

2016

Fashion business

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How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality

Cited by 203 publications

References 178 publications

Modeling Impact of Word of Mouth and E-Government on Online Social Presence during COVID-19 Outbreak: A Multi-Mediation Approach

Modeling Impact of Word of Mouth and E-Government on Online Social Presence during COVID-19 Outbreak: A Multi-Mediation Approach

Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment

Consumer Ethics and Fashion Corporate Social Responsibility -Attributions of Fashion CSR Motives and Perceptions-

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