期刊
CORPORATE SOCIAL RESPONSIBILITY AND ENVIRONMENTAL MANAGEMENT
卷 22, 期 6, 页码 381-392出版社
WILEY
DOI: 10.1002/csr.1352
关键词
corporate social responsibility; relationship maintenance; customer satisfaction; customer loyalty; shipping industry; relationship marketing
This paper aims to examine the impact of perceived corporate social responsibility (CSR), with a focus on ethical and environment questions related to the constructs of customer satisfaction (CS), relationship maintenance (RM) and customer loyalty (CL), on determining the attitudinal and behavioural loyalty and maintenance of customers in the shipping industry. For this purpose, this study enhances its empirical validity by collecting data from 214 respondents in South Korea and testing the hypothesis using structure equation modelling. It was found that (1) CSR is an effective relationship marketing tool that requires further research to investigate its benefits; (2) systemic investigation in CSR activities in the shipping industry finds publishing CSR reports the most preferred tool among major shipping companies; and (3) there is a strong empirical evidence which supports that values have a significant impact on the customers' perception of CSR performance. Copyright (C) 2014 John Wiley & Sons, Ltd and ERP Environment
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据