Corporate social responsibility: Findings from the Chinese hospitality industry

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• 作者：Lujun Su^a ; ^{sulujunslj@163.com} ; Yue Pan^b ; ^{ypan01@udayton.edu} ; Xiaohong Chen^a ; ^{csu_cxh@163.com}
• 关键词：Corporate social responsibility ; Attitudinal and behavioral responses
• 刊名：Journal of Retailing and Consumer Services
• 出版年：2017
• 出版时间：January 2017
• 年：2017
• 卷：34
• 期：Complete
• 页码：240-247
• 全文大小：294 K
• 卷排序：34

文摘

The study investigates the impact of corporate social responsibility (CSR) on consumers’ attitudinal and behavioral responses, factors closely related to a firm's social and economic performance, using data from 451 customers of three hotels. We also test the universality of such impact across various consumer groups. Results show that CSR positively affects perceived corporate reputation and customer satisfaction, which in turn, significantly affect customer commitment and behavioral responses (i.e., loyalty intentions and word-of-mouth). Perhaps more importantly, the role of CSR is not universal across consumer groups. Particularly, consumer income seems to moderate the relationship between CSR and perceived reputation. Specifically, the positive effect of CSR on perceived corporate reputation is more salient among people with a higher income. Managerial implications are discussed.