Theoretically, a firm's activities to fulfill corporate social responsibilities (CSRs) should make positive impact of its customer satisfaction. Could you please advise me research articles on this topic?
Hi, Arhan,
CSR has become a multi-quantifiable tool to represent responsible business activities (Hack et al., 2014) with direct links to annual accounting reports and performance indicators (hopefully satisfied customers!). Here are seven recent articles that you may find interesting and valuable:
Choi, B., & La, S. (2013). The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery. Journal Of Services Marketing, 27(3), 223-233.
Galbreath, J., & Shum, P. (2012). Do customer satisfaction and reputation mediate the CSR–FP link? Evidence from Australia. Australian Journal Of Management (Sage Publications Ltd.), 37(2), 211-229.
Hack, L., Kenyon, A. J., & Wood, E. H. (2014). A Critical Corporate Social Responsibility (CSR) Timeline: how should it be understood now?. International Journal Of Management Cases, 16(4), 46-55.
Lombart, C., & Louis, D. (2014). A study of the impact of Corporate Social Responsibility and price image on retailer personality and consumers' reactions (satisfaction, trust and loyalty to the retailer). Journal Of Retailing & Consumer Services, 21(4), 630-642.
Nadeem, M., (2012). Social Customer Relationship Management (SCRM): How connecting social analytics to business analytics enhances customer care and loyalty? International Journal of Business and Social Science, 3, (21). http://www.ijbssnet.com/journals/Vol_3_No_21_November_2012/10.pdf
Swimberghe, K. R., & Wooldridge, B. R. (2014). Drivers of Customer Relationships in Quick-Service Restaurants: The Role of Corporate Social Responsibility. Cornell Hospitality Quarterly, 55(4), 354-364.
Vlachos, P. A., Panagopoulos, N. G., & Rapp, A. A. (2013). Feeling Good by Doing Good: Employee CSR-Induced Attributions, Job Satisfaction, and the Role of Charismatic Leadership. Journal Of Business Ethics, 118(3), 577-588.
Hope this helps!
Nadeem
I believe these papers can help you:
https://faculty.fuqua.duke.edu/~moorman/Marketing-Strategy-Seminar-2013/Session%2012/Luo%20and%20Bhattacharya%202006.pdf
http://www.joebm.com/papers/243-M10014.pdf
http://www.ijhssnet.com/journals/Vol_2_No_15_August_2012/13.pdf
Regards, Farley
Dear Arhan
Do look into these articles as well:
Longo et al. 2005, Journal-Corporate Governance, 5(4), 28-42
Galbreath 2006, Journal- European Business Review, 21(2), 109-27
Choi and Gray 2008: Journal- Business Horrizon 51(4), 341-52
Perry and Towers 2009: Journal- Retailing and Consumer Services, 16(5), 377-85
Boasson 2009 : Journal- Business Ethics, Vol. 9 (3), 268-95.
Hardip
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