服务性企业社会责任与顾客忠诚影响机制研究被引量：5

Impact of Corporate Social Responsibility on Customer Loyalty to Service Firms

下载PDF

导出

摘要在社会认同理论的基础上,通过建立服务业企业社会责任与顾客忠诚的关系模型,研究发现企业社会责任对服务评价、消费者认同感有正面效应,服务评价、消费者认同感对顾客忠诚有正面效应,企业社会责任对顾客忠诚没有直接的作用,但通过服务评价、消费者认同感对顾客忠诚产生间接影响。 According to social identity theory,this paper constructs a relationship model between social responsibility of service firms and customer loyalty. By analyzing,we find that corporate social responsibility has positive effect on service valuation and consumer-company identification; service valuation and consumer-company identification has positive effect on customer loyalty,corporate social responsibility has indirect effect on customer loyalty by service valuation and consumer-company identification.

作者蒋侃邓德军

机构地区广西大学计算机与电子信息学院广西大学商学院

出处《商业研究》 CSSCI 北大核心 2010年第11期209-212,共4页 Commercial Research

基金国家社会科学基金资助项目<消费者视角的企业社会责任及其培育机制研究> 项目编号:09XSH019

关键词企业社会责任消费者认同感顾客忠诚 corporate social responsibility consumer-company identification customer loyalty

分类号 F724.7 [经济管理—产业经济]

引文网络
相关文献

参考文献16

1谢佩洪,周祖城.中国背景下CSR与消费者购买意向关系的实证研究[J].南开管理评论,2009,12(1):64-70. 被引量：115
2Sen,S.,C.B.Bhattacharya,and D.Korschun,The role of corporate social responsibility in strengthening multiple stakeholder relationships:a field experiment.Journal of the Academy of Marketing Science,2006,34(2):158-166.
3Salmones,M.M.G.,A.H.Crespo,and I.R.Bosque,Influence of corporate social responsibility on loyalty and valuation of services.Journal of Business Ethics,2005,61(4):369-385.
4Carroll,A.B.,The pyramid of corporate social responsibility:toward the moral management of organizational stakeholders.Business horizons,1991,34(4):39-48.
5Ganesh,J.,M.J.Arnold,and K.E.Reynolds,Understanding the customer base of service providers:an examination of the differences between switchers and stayers.Journal of Marketing,2000,64(3):65-87.
6Yoon,Y.,Z.Gurhan-Canli,and N.Schwarz,The effect of corporate social responsibility(CSB)activities on companies with bad reputations.Journal of Consumer Psychology,2006,16(4):377-390.
7Brown,T.J.and P.A.Dacin,The company and the product:corporate associations and consumer product responses.The Journal of Marketing,1997,61(1):68-84.
8Butcher,K.,B.Sparks,and F.O'Callaghan,Evaluative and relational influences on service loyalty.International Journal of Service Industry Management,2001,12(4):310-327.
9Wirtz,J.,Halo in customer satisfaction measures.International Journal of Service Industry Management,2003,14(1):96-119.
10Ashforth,B.E.and F.Mael,Social identity theory and the organization.Academy of management review,1989,14(1):20-39.

二级参考文献22

1周延风,罗文恩,肖文建.企业社会责任行为与消费者响应——消费者个人特征和价格信号的调节[J].中国工业经济,2007(3):62-69. 被引量：161
2陈迅,韩亚琴.企业社会责任分级模型及其应用[J].中国工业经济,2005(9):99-105. 被引量：211
3Carrigan, Marylyn, Ahmad Attalla. The Myth of the Ethical Consumer-do Ethics Matter in Purchase Behaviour? Journal of Consumer Marketing, 2001, 18(7): 560-578.
4Maignan, Isabelle, O. C. Ferrell. Corporate Citizenship as a Marketing Instrument: Concepts, Evidence and Research Directions. European Journal of Marketing, 2001, 35(3/4): 457- 484.
5Mohr, Lois A., Deborah J. Webb, Katherine E. Harris. Do Consumers Expect Companies to be Socially Responsible? The Impact of Corporate Social Responsibility on Buying Behavior. Journal of Consumer Affairs, 2001, 35(1): 45-72.
6Murray, Keith B., Christine M. Vogel. Using a Hierarchy of Effects Approach to Gauge the Effectiveness of CSR to Generate Goodwill Towards the Firm: Financial Versus Nonfinancial Impacts. Journal of Business Research, 1997, 38(2): 141-160.
7Handelman, Jay M., Stephen J. Arnold. The Role of Marketing Actions with a Social Dimension: Appeals to the Institutional Environment. Journal of Marketing, 1999, 63(3): 33-48
8Mohr, Lois. A., Deborah J. Webb. The Effects of Corporate Social Responsibility and Price on Consumer Responses. Journal of Consumer Affairs, 2005,39(1): 121-147.
9Brown, T. J., P. A. Dacin. The Company and the Product: Corporate Associations and Consumer Product Responses. Journal of Marketing, 1997, 61(1): 68-84.
10Bhattacharya C B., Sen, Sankar. Consumer-company Identification: A Framework for Understanding Consumers' Relationships with Companies. Journal of Marketing, 2003, 67(4): 76- 88.