Perceived corporate social responsibility affects airline passengers' service evaluation and loyalty

2019 ◽  
Vol 47 (11) ◽  
pp. 1-9
Author(s):  
Heesup Han ◽  
Heejung Linda Lho ◽  
Hyerin Lee
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Structural Equation ◽  
Online Survey ◽  
Service Evaluation ◽  
Equation Modeling ◽  
Affective Factors ◽  
Airline Passengers ◽  
Corporate Social ◽  
The Impact

We explored the role of passengers' perception of airline corporate social responsibility in the generation of customer loyalty by considering the mediating effects of cognitive and affective evaluations and the moderating effect of gender. Participants were 310 randomly chosen people who had been airline passengers within the past 12 months, and they completed an online survey. Results of structural equation modeling revealed that passengers' perception of airline corporate social responsibility contributed significantly to eliciting positive cognitive and affective evaluations and to enhancing passenger loyalty. Further, cognitive and affective factors significantly mediated the impact of airline corporate social responsibility on loyalty, and the results of a metric invariance test showed that gender moderated the association between airline corporate social responsibility and affective evaluation. Our findings will help airline practitioners develop effective strategies to improve passenger loyalty.

scholarly journals Reputation stability vs anti-crisis sustainability: under what circumstances will innovations, media activities and CSR be in higher demand?

2019 ◽  
Vol 10 (3) ◽  
pp. 511-536 ◽  
Author(s):  
Olena Derevianko
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Online Survey ◽  
Estimation Method ◽  
Value Added ◽  
Reputation Management ◽  
Equation Modeling ◽  
Innovation Activity ◽  
Corporate Social ◽  
The Impact

Research background: The difference of war and peace can help gain an under-standing of the differences in the management of a company's reputation in terms of its stability as compared to the state of a reputation crisis. The question of practical confirmation, which is left open, is whether there is a positive correlation between the anti-crisis activity of the reputation management system and its stability in a long-term perspective, or whether these two factors are inversely related. Purpose of the article: This research is essentially aimed at studying the impact of innovation activity, media activity, and corporate social responsibility on reputational stability as well as on anti-crisis reputational sustainability. Methods: Indicators of innovation activity, media activity, corporate social responsibility, reputational stability, and anti-crisis reputational sustainability were collected in a sample of the most frequently mentioned in the media leading companies of the Ukrainian economy (N = 315), using an online survey done among 110 industry experts within the framework of the Reputation ACTIVists All-Ukrainian Ranking of Corporate Reputation Management Quality over February-March'2019 period. Structural equation modeling (SEM) in using the maximum likelihood estimation method was applied to examine the associations between above-mentioned indicators, according to the aim of the study. Findings & Value added: The results of our study revealed: 1) the existence of a significant correlation between CSR and reputational stability; 2) innovative and media activity are the most significant variables to provide anti-crisis sustainability; 3) CSR is less important for ensuring anti-crisis sustainability than for maintaining reputational stability; 4) anti-crisis sustainability is significantly more dependent on media activity than reputational stability is. By better understanding the roles of innovation activity, media activity,  and corporate social responsibility, the company’s management in Ukraine can leverage the results of the study to improve reputation management performance, differentiating approaches in circumstances of a crisis and stability.

Corporate social responsibility toward stakeholders and customer loyalty: investigating the roles of trust and customer identification with the company

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Niki Glaveli
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Social Exchange ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Modeling ◽  
Content Type ◽  
Corporate Social ◽  
Customer Trust ◽  
The Impact

Purpose This study aims to uncover the underlying multiple intervening mechanisms between corporate social responsibility (CSR) and customer loyalty. Social identity and social exchange theories offer the ground for prediction that the primary outcomes of CSR initiatives are customer–company (C–C) identification and customer trust, which in turn affect customer loyalty. Also, the differential effect of CSR behaviors toward specific stakeholder groups on customer attitudes and behaviors are examined. Design/methodology/approach Data were collected from 333 customers of telecommunication companies in Greece. Structural equation modeling was used to test the postulated relationships. Findings The findings demonstrate that both C–C identification and customer trust intervene in the relationship between customer perceptions of CSR and customer loyalty; however, the identification mechanism is stronger than the trust mechanism in building customer loyalty while C–C identification seems to drive customer trust. Moreover, out of the three CSR components (customers, employees, and society/environment) that were considered as relevant to customers and were investigated, customer-centric activities were found to be the stronger predictor of both C–C identification and customer trust. Also, CSR toward society/environment was found to positively influence C–C identification. Practical implications The findings of this research can assist practitioners in effectively conceptualizing CSR image from a customers’ point of view and designing their company’s CSR and communication strategies to boost positive customer responses and strong long-term relationships. Originality/value The current study provides further insights into the complex relationship between CSR and customer responses and the impact that different CSR activities may have on customers.

scholarly journals The Nexus of CSR and Co-Creation: A Roadmap towards Consumer Loyalty

2021 ◽  
Vol 13 (2) ◽  
pp. 523
Author(s):  
Naveed Ahmad ◽  
Miklas Scholz ◽  
Zia Ullah ◽  
Muhammad Zulqarnain Arshad ◽  
Raja Irfan Sabir ◽  
...  
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Structural Equation ◽  
Banking Sector ◽  
Equation Modeling ◽  
Service Development ◽  
Consumer Loyalty ◽  
Mediating Role ◽  
Corporate Social ◽  
The Impact

Corporate Social Responsibility (CSR) is regarded as an effort to be undertaken by the businesses to contribute towards society at large positively. The idea behind the concept of CSR is that businesses are required to pursue the notion of pro-social objectives along with economic objectives. Research has long established that corporate social responsibility, along with its philanthropic nature, can also produce extraordinary marketing results for businesses. The relationship between CSR and consumer loyalty is well acknowledged in extant literature. Likewise, involving consumers through co-creation in the product/service development process may provide an exciting experience to consumers, which is likely to influence their loyalty. With these arguments, the present research investigates the impact of CSR on consumer loyalty with the mediating role of co-creation in the banking sector of an emerging economy such as Pakistan. Structural equation modeling (SEM) is used for data analysis in the present study. The results validate that CSR improves consumer loyalty, and co-creation partially mediates this relationship. The results of the current survey will help banking institutions to identify how they can develop core strategic considerations based on CSR and co-creation.

scholarly journals CSR or ISO Certifi cation: What Does Really Matter for Consumer in Developing Countries ?

2019 ◽  
Vol 15 (1) ◽  
pp. 95-111
Author(s):  
Ammar Ahmad ◽  
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Corporate Reputation ◽  
Structural Equation ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Company Identification ◽  
Corporate Social ◽  
The Impact ◽  
The Relationship

This empirical study was aimed to discover the impact of corporate social responsibility (CSR) and international standardization of organization (ISO) on corporate reputation (CR) and corporate reputation’s effect on consumer loyalty (CL). In addition, the relationship of corporate reputation & trust (T), corporate reputation with consumer company identification (CCI) was also examined. Lastly the association of consumer company identification, trust and consumer loyalty (CL) was also analyzed. The data was collected from 500 students of three different universities and survey instrument was administrated. Overall, eight hypotheses were examined to confirm the relationship among variables by using the CFA (Confirmatory Factor Analysis) and structural equation modeling (SEM) was used to test the validity of the instrument with the help of AMOS and SPSS software. The result indicated that ISO and environmental CSR has direct relationship with corporate reputation. Corporate reputation had direct association with trust. Whereas, corporate reputation was significantly positive related with consumer company identification. Subsequently, Trust also showed positive relation with loyalty and positive relationship was found between consumer company identification and consumer loyalty. Furthermore, results showed that community development- corporate social responsibility had no relationship with corporate reputation and corporate reputation was significantly related with customer loyalty. The findings of this study contribute in the literature provided instrument authenticity and adaptability in Pakistani context. In this study limitations and future recommendations were also provided.

scholarly journals The Impact of Perceived Corporate Social Responsibility on Frontline Employee’s Emotional Labor Strategies

2019 ◽  
Vol 11 (6) ◽  
pp. 1780 ◽  
Author(s):  
Seonggoo Ji ◽  
Ihsan Jan
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Emotional Labor ◽  
Online Survey ◽  
Equation Modeling ◽  
Frontline Employees ◽  
Surface Acting ◽  
Deep Acting ◽  
Corporate Social ◽  
The Impact

This study explores the relationship between corporate social responsibility and emotional labor strategies of frontline employees. In particular, the research focuses on the impact of perceived motives of corporate social responsibility on the cynicism, authenticity, and subsequently, the effect of cynicism and authenticity on surface acting and deep acting of frontline employees. Based on the online survey of 258 frontline employees in South Korea and structural equation modeling of the data, the findings show that the selfish motives of corporate social responsibility (CSR) increase cynicism whereas the altruistic motives of corporate social responsibility increase authenticity and decrease cynicism of frontline employees. In addition, this study reveals that CSR-cynicism leads to surface acting and reduces deep acting whereas CSR-authenticity increases deep acting and does not significantly affect surface acting of frontline employees.

scholarly journals The impact of corporate social responsibility performance on competitive advantage and business success. A case of Vietnamese enterprises

2021 ◽  
Vol 12 (3) ◽  
pp. 0-0
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Competitive Advantage ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Business Success ◽  
Corporate Social ◽  
The Impact

This study investigates how types of corporate social responsibility (CSR) practices (economic, legal, ethical, philanthropic, and environmental) affect competitive advantage and business success in an emerging country. Data were collected by surveying 869 respondents from manufacturing, real estate, trade, and service sectors. The data analysis applied partial least square structural equation modeling. The results showed that ethical, legal, and philanthropic CSR initiatives have a positive effect on competitive advantage. Economic CSR practice is the only factor that affected both competitive advantage and business success. The competitive advantage also directly affected business success. Environmental CSR practice did not show a significant relationship with competitive advantage or business success. The findings of this study may be beneficial in informing managers’ decisions on CSR investment to gain competitive advantage, and in turn, business success in a developing context.

scholarly journals The Impact of Transformational Leadership on Organizational Performance via the Mediating Role of Corporate Social Responsibility: A Structural Equation Modeling Approach

2016 ◽  
Vol 10 (1) ◽  
pp. 199 ◽  
Author(s):  
Ala'aldin Alrowwad ◽  
Bader Yousef Obeidat ◽  
Ali Tarhini ◽  
Noor Aqqad
Keyword(s):  
Transformational Leadership ◽  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Organizational Performance ◽  
Structural Equation ◽  
Positive Influence ◽  
Equation Modeling ◽  
Mediating Role ◽  
Corporate Social ◽  
The Impact

This study aims to examine the associated relationships between transformational leadership, corporate social responsibility, and organizational performance. A total of 217 questionnaires were gathered from employees operating the various pharmaceutical companies in Jordan and then were analysed using structural equation modelling (SEM). The results of the data were threefold. First, transformational leadership did not have a positive influence on organizational performance. Second, transformational leadership did have a positive influence on corporate social responsibility. Third, corporate social responsibility did have a positive influence on organizational performance. These findings may aid future researchers in their quest in understanding the inherent relationships that lie between the variables in question and may provide a platform for managers in their efforts to improve organizational performance.

scholarly journals Do trust and corporate social responsibility activities affect purchase intentions? An examination using structural equation modeling

2020 ◽  
Vol 16 (4) ◽  
pp. 62-73
Author(s):  
Imran Ali ◽  
Mohammad Naushad ◽  
Sulphey M. M.
Keyword(s):  
Corporate Social Responsibility ◽  
Structural Equation Modeling ◽  
Social Responsibility ◽  
Purchase Intention ◽  
Structural Equation ◽  
Purchase Intentions ◽  
Equation Modeling ◽  
National Capital Region ◽  
Corporate Social ◽  
The Impact

Organizations place great value on corporate social responsibility (CSR), as it has been found to influence customer attitudes and intentions. This study analyzed the impact of CSR on consumers’ purchase intentions. The significance of this study arises from the fact that all progressive companies are increasing their expenditure on CSR activities. In this study, purchase intention was considered as a dependent variable, while trust, ethical, and legal CSR activities were the independent variables. Data for the study was collected from 210 randomly chosen respondents from amongst consumers of Delhi and National Capital Region of India. The data, analyzed using Structural Equation Modeling, found that trust, ethics, and legal CSR activities directly impacted consumer purchase intentions. These results indicate that legal factors do not significantly influence the corporate decision on spending on CSR activities. On the other hand, ethical factors and trust factors significantly influence the corporate decision on expenditure on CSR activities. The findings highlight companies’ requirements to be conscious of their social image. Probable limitations of the study could include sample size and the number of variables chosen.

The influence of corporate social responsibility on travel company employees

2018 ◽  
Vol 30 (1) ◽  
pp. 178-196 ◽  
Author(s):  
Sun-Young Park ◽  
Choong-Ki Lee ◽  
Hyesun Kim
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Structural Equation ◽  
Online Survey ◽  
Equation Modeling ◽  
Mediation Effects ◽  
Content Type ◽  
Corporate Social ◽  
And Behavior ◽  
Attitudes And Behavior

Purpose The purpose of this paper is to examine how employees’ perceptions of corporate social responsibility (CSR) influence their work engagement (WE), innovative behavior (IB) and intention to stay (IS) with their company, to illuminate the role of CSR at the individual employee level. Design/methodology/approach The data for this study are responses of 455 employees to an online survey at the largest travel company in South Korea. Confirmatory factor analysis and structural equation modeling in Mplus 7.3 are used to analyze the data. Findings Results show that employee perceptions of CSR regarding customers and employees significantly and positively influence their WE, which in turn positively influence their IB and IS. Moreover, WE mediates these relationships. Research limitations/implications Results of this study may not represent the entire travel industry or the country. This study’s model should be tested in other companies and countries. Additionally, longitudinal studies will help understand how employees’ perceptions of CSR and their effects on work attitudes and behavior change over time. Practical implications CSR can be an important tool for developing social capital within an organization by increasing employees’ engagement at work. Higher WE can help employees exert more efforts toward their company’s innovation and stay longer with their company, which can contribute to the company’s performance and competitiveness. Originality/value This study develops and empirically tests a theoretical model based on various disciplines. It extends existing CSR studies by examining the effects of CSR on WE and the mediation effects of WE, which have been rarely explored. This further explains how CSR influences employees’ attitudes and behavior that benefit a company’s competitive advantage to shed light on the resource-based view about employees being an important resource.

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