scholarly journals Corporate social responsibility: a roadmap toward customer loyalty – Proposing a research framework

2021 ◽  
Vol 119 ◽  
pp. 03001
Author(s):  
Fatima Ezzahra Jiddi
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Hospitality Industry ◽  
Research Framework ◽  
The Road ◽  
Gender And Education ◽  
New Research ◽  
Corporate Social ◽  
The Relationship

This paper seeks to explore the path that links corporate social responsibility (CSR) to customer loyalty as previous studies have confirmed that no direct link seems to exist between the two variables. Considering the literature gap, this research provides future researchers an opportunity to thoroughly understand the road that ties CSR and customer loyalty, especially in the hospitality industry. The research uses a newly proposed CSR conceptualization, customer loyalty dimensions, customer loyalty antecedents, and the relationship between them. In addition to the mediators, this study considers sociodemographic variables (age, gender, and education) as moderators. The new research framework proposed contributes to advance the existing knowledge of corporate social responsibility (CSR) and customer loyalty.

scholarly journals The relationship of corporate social responsibility to customer loyalty - A study in Vietnam market

2021 ◽  
Vol 5 (1) ◽  
pp. first
Author(s):  
Nguyễn Văn Anh ◽  
Thảo Thị Phương Nguyễn
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Positive Impact ◽  
Business Managers ◽  
New Perspective ◽  
Positive Outlook ◽  
Corporate Social ◽  
Relationship Of ◽  
The Relationship

In recent years, consumers are increasingly interested in corporate social responsibility activities for the community. Many companies have begun to focus on CSR activities as it can contribute to improving the company's image in customer's perception. In Vietnam, although there are also some studies about CSR, the quantity is limited and there are certain limitations. Therefore, this study aims to evaluate the relationship between CSR activities and customer loyalty through trust, customer company identify, and satisfaction. With the data being collected by survey questionnaires, the authors test the model and research hypotheses by using PLS-SEM techniques. The results show that CSR activities have a positive impact on customer loyalty through factors of trust, customer company identify, and customer satisfaction. This study helps business managers to develop effective policies and to have a new perspective on CSR activities as well as its values. In addition, the positive outlook of the customers on the business will bring many benefits, contributing to improving the brand value and reputation, enhancing competitive advantages towards sustainable development.

Corporate social responsibility and employee pro-environmental behaviors

2019 ◽  
Vol 8 (3) ◽  
pp. 246-265 ◽  
Author(s):  
Zahid Hameed ◽  
Ikram Ullah Khan ◽  
Tahir Islam ◽  
Zaryab Sheikh ◽  
Safeer Ullah Khan
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Organizational Citizenship ◽  
Organizational Support ◽  
Hospitality Industry ◽  
Positive Influence ◽  
Content Type ◽  
Corporate Social ◽  
Relationship Of ◽  
The Relationship

Purpose The purpose of this paper is to extend the corporate social responsibility (CSR) literature by examining the influence of a firm’s external CSR activities (efforts directed toward external stakeholders of the firm) and internal CSR activities (efforts directed toward employees) on employees’ organizational citizenship behaviors toward the environment (OCBE) via organizational pride. The authors also examine the moderating role of perceived organizational support (POS) between CSR and organizational pride. Design/methodology/approach A total of 324 questionnaires were collected from the hospitality industry of Pakistan. Findings The results of this research revealed that dimensions of CSR (external and internal) have a positive influence on organizational pride. Also, organizational pride is found as an underlying mediating mechanism between the relationship of CSR and OCBE. The results also indicated that a higher level of POS strengthens the relationship between CSR and organizational pride. Practical implications The findings are limited to only hospitality industry. Organizations can enhance employees’ sense of pride through CSR activities, which subsequently enhance employees OCBE. The findings also suggested that organizational pride contains intrinsic motivation that can help employees to enhance their OCBE. Originality/value This research suggests that organizational pride and POS are important factors which influence the relationship between CSR and OCBE. Further, it also empirically tests this model in a developing country context.

scholarly journals Effect of Corporate Social Responsibility on Business Sustainability: The Dual Mediation

2021 ◽  
Vol 17 (2) ◽  
pp. 249-266
Author(s):  
I Wayan Gde Sarmawa ◽  
Ida Ayu Oka Martini ◽  
Ida Ayu Putu Widani Sugianingrat
Keyword(s):  
Corporate Social Responsibility ◽  
Data Analysis ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Environmental Concerns ◽  
Business Sustainability ◽  
Corporate Social ◽  
Customer Trust ◽  
The Relationship

Abstract: Companies are constantly trying to maintain customer trust and loyalty in an effort to preserve business sustainability. Implementing environmental concerns in the form of Corporate Social Responsibility (CSR) is expected to achieve both of these aims. This study aims to analyze the roles of CSR, customer trust, and customer loyalty in business sustainability. Questionnaires were filled by 10 customers from each of 100 Rural Banks spread over 9 districts/cities in Bali, Indonesia. Data analysis was performed with SmartPLS 3.3.2 software. The research found that CSR, customer trust, and customer loyalty have a significant impact on business sustainability. The results also found that customer trust and customer loyalty function as mediation in the relationship between CSR and business sustainability. Keywords: Corporate Social Responsibility, customer trust, customer loyalty, business sustainability Pengaruh Tanggung Jawab Sosial Perusahaan terhadap Keberlanjutan Bisnis: Mediasi GandaAbstrak: Perusahaan senantiasa berusaha menjaga kepercayaan dan loyalitas pelanggan dalam upaya menjaga keberlangsungan bisnis. Implementasi kepedulian lingkungan dalam bentuk Corporate Social Responsibility (CSR) diharapkan dapat mencapai kedua tujuan tersebut. Penelitian ini bertujuan untuk menganalisis peran CSR, kepercayaan pelanggan, dan loyalitas pelanggan dalam keberlanjutan bisnis. Kuesioner diisi oleh 10 nasabah dari masing-masing 100 BPR yang tersebar di 9 kabupaten/kota di Bali, Indonesia. Analisis data dilakukan dengan software SmartPLS 3.3.2. Hasil penelitian menemukan bahwa CSR, kepercayaan pelanggan, dan loyalitas pelanggan memiliki pengaruh yang signifikan terhadap keberlangsungan bisnis. Hasil penelitian juga menemukan bahwa kepercayaan pelanggan dan loyalitas pelanggan berfungsi sebagai mediasi dalam hubungan antara CSR dan keberlanjutan bisnis.Kata kunci: Tanggung Jawab Sosial Perusahaan, kepercayaan pelanggan, loyalitas pelanggan, keberlangsungan usaha

Corporate Social Responsibility and Equity-Holder Risk in the Hospitality Industry

2016 ◽  
Vol 58 (1) ◽  
pp. 81-93 ◽  
Author(s):  
YongHee Kim ◽  
MinChung Kim ◽  
Anna S. Mattila
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Significant Influence ◽  
Firm Value ◽  
Hospitality Industry ◽  
Different Types ◽  
Equity Holding ◽  
Corporate Social ◽  
The Relationship ◽  
Practical Implications

This study examined whether corporate social responsibility (CSR) enhances firm value for shareholders, who ultimately fund a firm’s CSR initiatives. Specifically, we investigated the relationship between the CSR activities of a hospitality firm and the risks associated with equity holding of the firm. Using MSCI Environmental, Social, and Governance ratings from 1991 to 2008, we measured the extent of CSR efforts of firms and tested the effect of CSR on two different types of equity-holder risks (i.e., systematic and unsystematic risks) across four segments in the hospitality industry (airlines, hotels, casinos, and restaurants). CSR was found to reduce the systematic risk of restaurants and casinos firms significantly, whereas it had no significant influence on the unsystematic risk in any of the segments. The results of this study have important theoretical and practical implications to the academia and the hospitality industry.

scholarly journals PENGARUH EFEKTIVITAS CORPORATE SOCIAL RESPONSIBILITY (CSR) PADA ASPEK ENVIRONMENAL SUSTAINABILITY TERHADAP REPUTASI PERUSAHAAN GRAND HYATT BALI (PT WYNCOR BALI)

Jurnal Signal ◽  
2020 ◽  
Vol 8 (1) ◽  
pp. 1
Author(s):  
Melinda Kurnia Sandy ◽  
Mila Chrismawati Paseleng ◽  
Richard G. Mayopu
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Customer Loyalty ◽  
Environmental Sustainability ◽  
Population Based ◽  
The People ◽  
Company Reputation ◽  
Corporate Social ◽  
Relationship Of ◽  
The Relationship

ABSTRAKSalah satu keuntungan dari pelaksanaan Corporate Social Responsibility, reputasi perusahaan akan semakin baik sehingga loyalitas konsumen makin tinggi. Tujuan penelitian adalah untuk menguji pengaruh Corporate Social Responsibility (CSR) pada aspek environmental sustainability terhadap reputasi perusahaan Grand Hyatt Bali. Desain penelitian yang digunakan berdasarkan tujuan adalah penelitian eksplanatori dengan pendekatan kuantitatif. Dalam penelitian ini yang menjadi populasi adalah masyarakat yang ada di Desa Bualu, Kabupaten Badung. Jumlah penduduk Desa Bualu berdasarkan adalah 9521. Berdasarkan pendekatan dari sampel Krejcie dan Morgan diperoleh sampel sebanyak 274 responden. Hasil penelitian menganalisis tentang hubungan 3P (Planet, People dan Profit) terhadap reputasi perusahaan. Aspek planet dan people dari implementasi CSR di pantai Benoa memiliki pengaruh signifkan terhadap reputasi perusahaan Grand Hyatt Bali. Aspek profit pada environmental sustainability CSR pelaksanaan beach cleaning oleh Grand Hyatt Bali tidak memiliki hubungan signifikan terhadap reputasi perusahaan. Hal tersebut dikarenakan kegiatan yang dilaksanakan oleh perusahaan tidak secara langsung memberikan dampak keuntungan, namun murni karena tanggung jawab sosial.Kata Kunci: Corporate Social Responsibility (CSR), Environmental Sustainability, Reputasi Perusahaan. ABSTRACTOne of the advantages of implementing Corporate Social Responsibility, the company's reputation will be better so that customer loyalty is higher. The study aims to examine the effect of Corporate Social Responsibility (CSR) on environmental sustainability aspects of the Grand Hyatt Bali company's reputation. The research design that is used based on the objectives is explanatory research with a quantitative approach. In this research, the population is the people in Bualu Village, Badung Regency. The population-based on Bualu Village is 9521. Based on the approach of the Krejcie and Morgan sample, 274 respondents were obtained. The results of the study analyzed the relationship of 3P (Planet, People, and Profit) to the company's reputation. The planetary and people aspects of implementing CSR on the Benoa beach have a significant influence on the Grand Hyatt Bali company's reputation. The profit aspect of CSR environmental sustainability in implementing beach cleaning by Grand Hyatt Bali has no significant relationship to the company's reputation. That is because the activities carried out by the company do not directly provide a profit impact, but purely due to social responsibility.Keywords: Corporate Social Responsibility (CSR), Environmental Sustainability, Company Reputation

IMPLEMENTASI KINERJA KEUANGAN TERHADAP NILAI SPIRITUALITAS PRIBADI

2012 ◽  
Vol 16 (3) ◽  
pp. 332
Author(s):  
Whedy Prasetyo
Keyword(s):  
Corporate Governance ◽  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Financial Performance ◽  
Annual Report ◽  
Main Concern ◽  
Good Corporate Governance ◽  
Corporate Social ◽  
The Relationship ◽  
Personal Spirituality

Development of financial performance in the application of Good Corporate Governance and Corporate Social Responsibility which affects the values of honesty private individuals, in order to be able to run the accountability, value for money, fairness in financial management, transparency, control, and free of conflicts of interest (independence). The main concern in this study is focused on achieving value personal spirituality through the financial performance and capabilities of Good Corporate Governance (GCG) and Corporate Social Responsibility (CSR) in moderating the relationship with the financial performance of value personal spirituality. This study is a descriptive verifikatif. The unit of analysis in this study was 15 companies in Indonesia with a policy that has been applied through the concept since January of 2008 until now, with the support of the annual report of the company, the company's financial statements, company reports to the disclosure of Good Corporate Governance and Corporate Social Responsibility in the annual report. Overall reports published successively during the years 2008-2011. The results of this study indicate financial performance affects the value of personal spirituality, and for variable GCG obtained results that could moderate the relationship of financial performance to the value of personal spirituality. But for the disclosure of CSR variables obtained results can’t moderate the relationship with the financial performance of personal spirituality.

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