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1.
This study sheds insight on how consumers perceive and relate to family and non-family grocery stores. Using a critical incident approach we show that—compared to non-family businesses—consumers evaluate family businesses better in terms of service, frontline employee benevolence, and problem-solving orientation, and worse in terms of selection and price/value. Results further indicate higher consumer trust in family business management policies and practices, frontline employee trust, and satisfaction but no differences in loyalty. Examining an integrative loyalty framework, the study finally shows differential effects in how image elements influence customer loyalty directly as well as indirectly through trust and satisfaction. Implications focus on advancing customer relationship management in retailing, and on successfully positioning family-owned and -operated businesses. 相似文献
2.
Increased support from customers for Islamic financial services is very important to create resilience and competitiveness in the Islamic banking industry. By highlighting certain social activities, this paper estimates the role of Islamic banks’ CSR in influencing customer loyalty, both individually and through the integrated roles of image, trust, satisfaction, and reputation. These paths explore how CSR makes customers impressed, convinced, satisfied, amazed, and ultimately loyal to Islamic banks. The empirical analysis of partial least square structural equation modeling (n = 283) has shown that CSR directly and positively impacts loyalty. Indirectly, these two aspects have an insignificant relationship through the serial roles of image-reputation and satisfaction-reputation, but significant through the single role of reputation and the serial role of trust-reputation. This study has resulted in an updated prediction model of Islamic banking customer loyalty. The practical implication lies in the importance of developing CSR to generate trust and reputation which ultimately increase customer loyalty toward Islamic banks. 相似文献
3.
Although many companies have engaged in corporate social responsibility (CSR) actions to elicit positive customer responses, the motivation behind CSR actions plays an important role in how effective they are, often leading to unexpected outcomes. While previous literature has placed a strong emphasis on value- and strategy-driven CSR actions, the changing consumer perceptions of and responses to these CSR actions remain less understood. Therefore, the current study investigates 1) how a company's CSR attribution affects consumer trust, identification, and loyalty and 2) how the perceived CSR fit moderates these relationships. The results indicate that value-driven, strategic, and stakeholder-driven attributions have positive effects on consumer trust, influencing consumer-company identification and loyalty positively. Further, we find that perceived CSR fit significantly moderates the relationship between strategic attribution and trust and between trust and loyalty. This study provides meaningful implications for both academia and industry, as it illustrates the changes in consumer views following the global pandemic relative to consumer views revealed in earlier studies. 相似文献
4.
Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing—a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider buying some of the retail chains in other countries, e.g. in the Scandinavian countries. This development will demand even more focus on customer satisfaction and customer loyalty in order to stay in business and may also demand that existing actors on the market place form new coalitions. Promising new partners may be identified, partly based upon measures identifying how potential partners are perceived by the customers. Based on results from the European Customer Satisfaction study, a comparative analysis of customer satisfaction in Europe is conducted. Some specific Danish results are shown and the relationship between customer loyalty, supermarket type and ownership structure is studied. The relationship between results after taxes and customer loyalty is documented. 相似文献
5.
Developing countries have recently experienced a burgeoning of small-scale individual entrepreneurs (SIEs) – who range from
petty traders to personal service workers like small street vendors, barbers and owners of small shops – as a result of market-based
reforms, rapid urbanisation, unemployment, landlessness and poverty. While SIEs form a major part of the informal workforce
in developing countries and contribute significantly to economic growth, their potential is being undermined when they engage
in irresponsible and deceptive business practices such as overpricing, sale of underweight or substandard products, or attempts
to hoard goods, to name a few. Despite the growing interest in corporate social responsibility (CSR) initiatives of small
businesses in developing countries, the SIEs have received almost no attention. To address this void in the literature, we
explore the reasons for the less than optimal level of social responsibility demonstrated by some SIEs in developing countries.
We do so by drawing upon the existing literature to develop a comprehensive framework of social responsibility of SIEs highlighting
their unique characteristics and the different contextual factors that they encounter in developing countries. Based on this
framework, we then present a set of propositions specifying the influence of these contextual factors such as business environment,
cultural traditions, socio-economic conditions, and both international and domestic pressures on the business practices of
SIEs. The framework offers an explanation for the lack of responsible entrepreneurship of SIEs and has important implications
for promoting sustainable business practices in developing countries where businesses are striving hard to survive and compete. 相似文献
6.
基于385对顾客和员工的问卷调查的配对数据,考察了员工的情绪劳动如何影响顾客的信任和忠诚,以及顾客察觉准确性在其中的调节作用。研究结果表明员工的深层表演会促进顾客的信任,进而促进顾客忠诚;顾客对深层扮演的高察觉准确性会加强员工的深层扮演与顾客信任之间的正向关系,而当顾客对表面扮演察觉准确性低时,员工的表面扮演会对顾客信任有正向的影响;顾客的深层/表面扮演察觉准确性加强了深层/表面扮演、顾客信任和忠诚之间的中介效应。研究帮助从情绪的视角更好地理解服务情境中信任的前因变量,发现顾客的察觉准确性在情绪劳动影响过程中的重要作用,有助于服务企业从情绪劳动的角度来建立顾客信任和忠诚。 相似文献
7.
CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality 总被引:1,自引:0,他引:1
This article examines the mediation effect of brand identification and the moderating effect of service quality (SQ) on the
effects of corporate social responsibility (CSR) association on service brand performance. A survey of customers of mobile
telecommunications services was conducted. The study finds, first, that both CSR and SQ have direct effects on brand identification
and customer satisfaction and indirect effects on customer satisfaction (via brand identification) and on service brand loyalty
(via customer satisfaction and via “brand identification/customer satisfaction”). Second, SQ enhances the effect of CSR on
brand identification. This study contributes to the literature by incorporating three perspectives of service brand performance
– CSR association, SQ, and brand identification – into one general framework that stresses (a) the mediating role of brand
identification in predicting customer satisfaction and service brand loyalty; and (b) the interactive effect of CSR and SQ
in predicting brand identification. 相似文献
8.
Santosh Mahapatra Winfred S. William Ramakrushna Padhy 《Journal of Business Logistics》2019,40(2):126-144
This investigation seeks to explore the effectiveness of alternative approaches to supply chain management for developing the base of the pyramid (BoP) community. Using case research methodology, we investigate the issue of supply chain alignment when the supply base consists of BoP producers. We consider the handloom supply chains in Odisha, India, as the context of our analysis. The study analyzes the supply chains of four handloom retailers. The retailers represent cooperative and private organizational systems with varied levels of operational integration. In light of the insights from these case studies, we theorize factors contributing to operational cost‐effectiveness and conceptualize approaches and considerations for improving the BoP community. Specifically, we clarify the usefulness of alternative supply chain alignment practices in promoting efficiency, innovation, and equitability among the BoP constituents and advance a set of propositions linking the motivations, strategies, practices, and performance in handloom supply chains. Limitations, theoretical and managerial contributions, and future research directions are discussed. 相似文献
9.
This paper examines how Japanese multinational companies manage corporate social responsibility (CSR). It considers how the
concept has come to be framed within Japanese business, which is increasingly globalized and internationally focused, yet
continues to exhibit strong cultural specificities. The discussion is based on interviews with managers who deal with CSR
issues and strategy on a day-to-day basis from 13 multinational companies. In looking at how CSR practice has been adopted
and adapted by Japanese corporations, we can begin to see what implications arise from the fact that CSR is a Western-led
concept, so opening up critical questions about the future development and evolution of CSR practice within a global context.
In being exposed to the concept of CSR as practiced vigilantly in western countries, Japanese multinational company managers
have certainly come to re-evaluate aspects of business likely to need rectifying (with potential concerns being gender inequalities,
discrepancies in employee conditions, and issues over human rights and supply chains). Japan can be thought to be lagging
behind in its understanding and adoption of CSR, in part because corporations do not necessarily state their policies as formally
as might be expected. Yet, by analyzing more deeply the kinds of responses gained from CSR managers in Japan (and by placing
their remarks within a broader context of Japanese culture and business practices) a far more subtle and revealing picture
becomes apparent, not least a more complex picture of the local/global interaction of the frames of reference of corporate
responsibility. 相似文献
10.
Commitment,Trust, and Social Involvement: An Exploratory Study of Antecedents to Web Shopper Loyalty
《Journal of Organizational Computing & Electronic Commerce》2013,23(4):243-268
Winning customer loyalty is viewed as a priority by many electronic (e) businesses. Grounded in the theory of reasoned action, our proposed model suggests that commitment is a key attitudinal antecedent to Web shopper loyalty. In the model, we introduce trust in the Internet and social involvement in a Web consumption community as moderators of the commitment-loyalty relation. The model was tested using data from a survey of Web users. Preliminary results provide general support for commitment as a determinant of loyalty and social involvement magnifying the strength of that relation. Trust in the Internet did not attenuate the commitment-loyalty relation. We offer implications and directions for future research. 相似文献
11.
《Journal of Retailing》2015,91(1):140-153
The researchers investigate how corporate social responsibility (CSR) affects customer response following service failure within the context of buyer–seller relationships. A series of three experiments demonstrate that CSR is more effective under communal (vs. exchange) relationship norms, consistent with the alignment of CSR with the communal norm of concern for the needs of others. The effectiveness of CSR is also shown to vary as a function of company motives and CSR framing, serving as theoretically and managerially relevant boundary conditions. Together, these findings increase our understanding of how and when CSR will have a positive impact on consumers and, in turn, companies via customer satisfaction and loyalty. 相似文献
12.
《International Journal of Research in Marketing》2023,40(2):475-492
Customer–company identification (CCI) has been highlighted as an important mechanism that explains the relationship between corporate social responsibility (CSR) and customer outcomes such as customer loyalty and word-of-mouth (WOM). However, findings on when and how this mechanism works are mixed. To uncover the viability and strength of CSR’s indirect effect on customer outcomes through CCI, we conduct a meta-analysis testing a moderated mediated framework. This analysis incorporates 237 independent effect sizes from 58,766 individuals and 86 papers to examine the indirect effect of CSR on customer loyalty and WOM through CCI, while simultaneously testing a range of substantive and control moderators. The results reveal that 1) CSR has a main effect on CCI, 2) CCI mediates the effect of CSR on customer loyalty and WOM, and 3) there are significant theoretical moderators that amplify and reduce CSR’s relationship with CCI. The paper’s year of publication and industry controversy (versus non-controversy) mitigate the relationship between CSR and CCI, while collectivism and a holistic focus augment it. 相似文献
13.
To move their businesses in a positive direction, service providers are increasingly adopting contactless technologies. However, the influence of contactless service (CS) on important customer outcomes has been ignored. This study formulated a research framework to investigate the roles of customer anxiety and sociability in the relationship between CS and customer loyalty in the hotel setting. The findings revealed that CS is positively related to customer loyalty. Pandemic-related customer anxiety helps transit the positive impact of CS on customer loyalty. However, customer sociability dampens the effects of CS on customer loyalty. More specifically, as customer sociability increases, the positive impact of CS on customer loyalty decreases directly and indirectly via customer anxiety. Our findings provide novel contributions to the emerging CS literature by disclosing the psychological mechanisms under the “contactless effect” and the potential theoretical boundary condition. In addition, the findings deliver practicable benefits to service managers in fighting the COVID-19 crisis. 相似文献
14.
Torben Hansen 《心理学和销售学》2012,29(5):350-364
Trust relates not only to customer trust in individual companies (i.e., narrow‐scope trust) but also to the broader business context in which customer–seller relationships may develop (i.e., broad‐scope trust [BST]). Based on two surveys comprising 1155 bank consumers and 817 insurance consumers, respectively, this study investigates the moderating influence of BST on relationships between satisfaction, narrow‐scope trust, and loyalty and also examines the direct influence of BST on these variables. The results indicate that whereas BST negatively moderates relationships between satisfaction and narrow‐scope trust and between narrow‐scope trust and loyalty, BST positively moderates the relationship between satisfaction and loyalty. In addition, it is demonstrated that BST positively influences customer satisfaction and narrow‐scope trust. © 2012 Wiley Periodicals, Inc. 相似文献
15.
Catherine L. Wang 《Journal of Small Business Management》2014,52(1):59-78
This paper explores the influence of culture on trust judgments in customer relationship development by ethnic minority small businesses (EMSBs). Chao and Moon's “cultural mosaic” of overlapping “cultural tiles” is used to develop a generic conceptual model regarding the relationships between multiple cultural identities, trust, and customer relationship development. Drawing on qualitative data from semistructured interviews with 134 Turkish EMSBs in London (United Kingdom), our findings contribute to the understanding of how different cultural tiles influence the dimensions of trust judgments in relationship development between EMSBs and different customer groups. Seven propositions and a theoretical framework regarding these relationships are offered for future research. 相似文献
16.
17.
Luc Fransen 《Journal of Business Ethics》2013,115(2):213-227
Academic literature recognizes that firms in different countries deal with corporate social responsibility (CSR) in different ways. Because of this, analysts presume that variations in national-institutional arrangements affect CSR practices. Literature, however, lacks specificity in determining, first, what parts of national political-economic configurations actually affect CSR practices; second, the precise aspects of CSR affected by national-institutional variables; third, how causal mechanisms between national-institutional framework variables and aspects of CSR practices work. Because of this the literature is not able to address to what extent CSR practices are affected by either global or national policies, discourses and economic pressures; and to what extent CSR evolves as either an alternative to or an extension of national-institutional arrangements. This article proposes an alternative approach that focuses on an exploration of links between disaggregated variables, which can then be the basis for imagining new national-institutional configurations affecting aspects of CSR. It illustrates this approach with an exploration of the importance of development aid policy for CSR practices in global supply chains. 相似文献
18.
Shu-Ching Chen 《Journal of Retailing and Consumer Services》2012,19(2):202-210
This study aims to examine the relation between customer satisfaction and loyalty through the introduction of commitment, trust, involvement and perceived value as mediators in the e-service context. An online consumer survey on selected web auction sites was used for the data collection. The findings suggest that customer satisfaction is an essential ingredient for service loyalty, but that mediators exist between satisfaction and loyalty. Commitment, trust and involvement are each proven to be partial mediators between satisfaction and loyalty, while perceived value is proven to be a complete mediator. The results have implications for the retention of satisfied customers in an interactive e-service setting. 相似文献
19.
Corporate social responsibility (CSR) is increasingly becoming a popular business concept in developed economies. As typical
of other business concepts, it is on its way to globalization through practices and structures of the globalized capitalist
world order, typified in Multinational Corporations (MNCs). However, CSR often sits uncomfortably in this capitalist world
order, as MNCs are often challenged by the global reach of their supply chains and the possible irresponsible practices inherent
along these chains. The possibility of irresponsible practices puts global firms under pressure to protect their brands even
if it means assuming responsibilities for the practices of their suppliers. Pressure groups understand this burden on firms
and try to take advantage of the situation. This article seeks to challenge the often taken-for-granted-assumption that firms
should be accountable for the practices of their suppliers by espousing the moral (and sometimes legal) underpinnings of the
concept of responsibility. Except where corporate control and or corporate grouping exist, it identifies the use of power
as a critical factor to be considered in allocating responsibility in firm–supplier relationship; and suggests that the more
powerful in this relationship has a responsibility to exert some moral influence on the weaker party. The article highlights
the use of code of conducts, corporate culture, anti-pressure group campaigns, personnel training and value reorientation
as possible sources of wielding positive moral influence along supply chains. 相似文献
20.
This paper examines the economic impact of implementing Corporate Social Responsibility (CSR) in the supply chain operations of multinational corporations (MNC). Because they have global supply chains in emerging markets, MNCs face certain operational challenges. For example, unethical operations often result in a huge loss to MNCs in the long run, even though their initial cost seems to be low. In this paper, we extend the Bullwhip Effect theory in supply chain management to the ethical operations context, and define and evaluate a special Bullwhip Effect due to Unethical Operations (BEUO). Using economic data from various sources including Ford, Toyota, and GM in the auto industry, we first estimate the indices of BEUO for the three companies and demonstrate the economic necessity for MNCs to incorporate CSR with supply chain operations. We then propose a coherent approach, blending what we term the bottom-up and proactive methods, to achieve such an outcome. The bottom-up approach requires MNCs to switch their focus on stakeholders, shifting from shareholders to consumers and workers, and on decision levels from public relationships to supply chain operations. The proactive approach recommends initializing specific CSR operations to mitigate the negative impact of BEUO. Both theoretical analysis and case studies are conducted to evaluate our developed propositions that MNCs adopting the proposed CSR operations will in the long run achieve better economic performance. Recommended actions for implementation, based on best practices, are also presented. 相似文献