مسئولیت اجتماعی شرکتی (CSR) به عنوان تعیین کننده اعتبار شرکت
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مسئولیت اجتماعی شرکتی (CSR) به عنوان تعیین کننده اعتبار شرکت

عنوان فارسی مقاله: مسئولیت اجتماعی شرکتی به عنوان تعیین کننده اعتبار شرکت در صنعت هواپیمایی
عنوان انگلیسی مقاله: Corporate social responsibility as a determinant of corporate reputation in the airline industry
مجله/کنفرانس: مجله خرده فروشی و خدمات مصرف کننده - Journal of Retailing and Consumer Services
رشته های تحصیلی مرتبط: مدیریت
گرایش های تحصیلی مرتبط: مدیریت کسب و کار، مدیریت بازرگانی، مدیریت استراتژیک، مدیریت منابع انسانی
کلمات کلیدی فارسی: مسئولیت اجتماعی شرکتی، اعتبار شرکت، خدمات شرکت هواپیمایی، رضایت مشتری، نگرش مشتری
کلمات کلیدی انگلیسی: Corporate social responsibility، Corporate reputation، Airline services، Customer satisfaction، Customer attitude
نوع نگارش مقاله: مقاله پژوهشی (Research Article)
نمایه: Scopus - Master Journal List - JCR
شناسه دیجیتال (DOI): https://doi.org/10.1016/j.jretconser.2018.11.013
دانشگاه: Department of Interaction Science, Sungkyunkwan University, 90312, International Hall, 25-2 Sungkyunkwan-ro, Jongno-gu, Seoul 03063, Republic of Korea
ناشر: الزویر - Elsevier
نوع ارائه مقاله: ژورنال
نوع مقاله: ISI
سال انتشار مقاله: 2019
ایمپکت فاکتور: 4/218 در سال 2018
شاخص H_index: 65 در سال 2019
شاخص SJR: 1/211 در سال 2018
شناسه ISSN: 0969-6989
شاخص Quartile (چارک): Q1 در سال 2018
فرمت مقاله انگلیسی: PDF
تعداد صفحات مقاله انگلیسی: 7
وضعیت ترجمه: ترجمه نشده است
قیمت مقاله انگلیسی: رایگان
آیا این مقاله بیس است: بله
کد محصول: E11327
فهرست انگلیسی مطالب

Abstract


1- Introduction


2- Literature review


3- Method


4- Results


5- Discussion


6- Conclusion


References

نمونه متن انگلیسی مقاله

Abstract


This study explores activities in corporate social responsibility (CSR) and their effects on corporate reputation in the airline service industry. It also proposes two factors of customer attitude and satisfaction, as moderators between corporate reputation and CSR. Using data of 967 airline service users and structural equation modeling, the study finds that higher degree of economic responsibility results in improved customer attitude and satisfaction. Moreover, while environmental responsibility has notable effects on customer attitude and satisfaction, corporate reputation is significantly determined by customer attitude and satisfaction. The study presents limitations and suggestions based on its findings and implications.


Introduction


Within the recognition of corporate social responsibility (CSR) as a key issue in corporate management activities (Baumgartner, 2014), many studies explored its effects on the outcomes of corporations engaged in services or manufacturing and on consumer perceptions (Dutta and Singh, 2013). This indicates that the effects of CSR on customer attitude and perspectives have become one of the hottest research topics in related research areas (Costa and Menichini, 2013). Of the various aspects of customer attitude and perspectives, perceived corporate reputation is one of the most significant antecedents for firm success in competitive markets (Keh and Xie, 2009), including various service areas. Therefore, numerous scholars have explored the motivations and hindrances significantly associated with corporate reputation in services such as airlines (Dijkmans et al., 2015), telecommunication (Srivastava and Sharma, 2013), banking (Bouvain et al., 2013), and retailing (Nguyen and Leblanc, 2001). Many scholars have explored the key factors of corporate reputation in airline services (Chong, 2007). Among potential factors, they have extensively investigated customer attitude, satisfaction, and relationship with corporate reputation (Park et al., 2005). However, CSR activities are not considered a significant motivation for success in airline services. This indicates the lack of careful examination of the impacts of CSR plans and practices on corporate reputation in the airline industry, and that few empirical approaches have examined the significance of the relationship between corporate reputation, customer attitude and satisfaction, and CSR initiative. Thus, this study examines the concepts of CSR, customer attitude and satisfaction as core antecedents of corporate reputation in airline services. It investigates the impacts of CSR on corporate reputation through customer attitude and satisfaction in airline services. In brief, while the elements of CSR initiative affect customer attitude and satisfaction, customer attitude and satisfaction in turn affect corporate reputation. Thus, customer satisfaction and attitude play mediate the connection between CSR and corporate reputation. Thus, the current study addresses the following research question (RQ). RQ: What are the impacts of CSR on corporate reputation through customer attitude and satisfaction? In order to address this research question, Section 2 shows a literature review of corporate reputation, customer satisfaction and attitude, and CSR, with related hypotheses. Section 3 presents a summary of the study methodology. Section 4 examines the results. Lastly, Section 5 summarizes the research model, and presents the findings and implications.

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