Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust

This study investigated the relationship between value relevance and ethical standards as determinants of commitment to corporate social responsibility (CSR) activities and customer loyalty with the intervening effect of customer satisfaction, corporate reputation, and trust. Multidimensional questi...

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Autores principales:	Muzammal Ilyas Sindhu, Muhammad Arif
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2017
Materias:	csr customer loyalty satisfaction trust value relevance and ethical standard sem Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/9e50d9b31ee8409f9a39444b9565b663
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id	oai:doaj.org-article:9e50d9b31ee8409f9a39444b9565b663
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spelling	oai:doaj.org-article:9e50d9b31ee8409f9a39444b9565b6632021-12-02T10:44:30ZCorporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust2331-197510.1080/23311975.2017.1396655https://doaj.org/article/9e50d9b31ee8409f9a39444b9565b6632017-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2017.1396655https://doaj.org/toc/2331-1975This study investigated the relationship between value relevance and ethical standards as determinants of commitment to corporate social responsibility (CSR) activities and customer loyalty with the intervening effect of customer satisfaction, corporate reputation, and trust. Multidimensional questionnaires were designed and the structural equation modeling was applied to investigate relationships. Our results provided a general picture of the theoretical process by which the sequential relationship between value relevance, ethical standards, commitment, trust, satisfaction, reputation, and loyalty. The commitment to CSR is positively influencing customer loyalty and customer satisfaction, trust, and corporate reputation also intervened in their relationships. This study is theoretical contributing as identified customer satisfaction, trust, and corporate reputation as intervening factors, while from the practical point of view, customer trust is important because it is considered as justification based on morality . It is, therefore, important that organizations should properly disseminate practical and moral information. This is a novel study in Pakistani context because it is a theoretical contribution in existing literature as well as in organizational CSR practices leading to customer satisfaction, trust, and loyalty.Muzammal Ilyas SindhuMuhammad ArifTaylor & Francis Grouparticlecsrcustomer loyaltysatisfactiontrustvalue relevance and ethical standardsemBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 4, Iss 1 (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	csr customer loyalty satisfaction trust value relevance and ethical standard sem Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	csr customer loyalty satisfaction trust value relevance and ethical standard sem Business HF5001-6182 Management. Industrial management HD28-70 Muzammal Ilyas Sindhu Muhammad Arif Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust
description	This study investigated the relationship between value relevance and ethical standards as determinants of commitment to corporate social responsibility (CSR) activities and customer loyalty with the intervening effect of customer satisfaction, corporate reputation, and trust. Multidimensional questionnaires were designed and the structural equation modeling was applied to investigate relationships. Our results provided a general picture of the theoretical process by which the sequential relationship between value relevance, ethical standards, commitment, trust, satisfaction, reputation, and loyalty. The commitment to CSR is positively influencing customer loyalty and customer satisfaction, trust, and corporate reputation also intervened in their relationships. This study is theoretical contributing as identified customer satisfaction, trust, and corporate reputation as intervening factors, while from the practical point of view, customer trust is important because it is considered as justification based on morality . It is, therefore, important that organizations should properly disseminate practical and moral information. This is a novel study in Pakistani context because it is a theoretical contribution in existing literature as well as in organizational CSR practices leading to customer satisfaction, trust, and loyalty.
format	article
author	Muzammal Ilyas Sindhu Muhammad Arif
author_facet	Muzammal Ilyas Sindhu Muhammad Arif
author_sort	Muzammal Ilyas Sindhu
title	Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust
title_short	Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust
title_full	Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust
title_fullStr	Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust
title_full_unstemmed	Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust
title_sort	corporate social responsibility and loyalty: intervening influence of customer satisfaction and trust
publisher	Taylor & Francis Group
publishDate	2017
url	https://doaj.org/article/9e50d9b31ee8409f9a39444b9565b663
work_keys_str_mv	AT muzammalilyassindhu corporatesocialresponsibilityandloyaltyinterveninginfluenceofcustomersatisfactionandtrust AT muhammadarif corporatesocialresponsibilityandloyaltyinterveninginfluenceofcustomersatisfactionandtrust
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Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust

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