Journal
JOURNAL OF RETAILING AND CONSUMER SERVICES
Volume 47, Issue -, Pages 215-221Publisher
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2018.11.013
Keywords
Corporate social responsibility; Corporate reputation; Airline services; Customer satisfaction; Customer attitude
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Funding
- MIST (Ministry of Science ICT and Future Planning), South Korea under the National Program for Excellence in SW [2015-0-00914]
- National Research Foundation of Korea [10Z20130000013] Funding Source: Korea Institute of Science & Technology Information (KISTI), National Science & Technology Information Service (NTIS)
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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.
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