The Impact of Corporate Social Responsibility on Relationship Quality and Customer Citizenship Behavior: Hotel Reputation as a Moderator

2021 ◽  
pp. 1-23
Author(s):  
Majid Mohammad Shafiee ◽  
Reihaneh Alsadat Tabaeeian
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Relationship Quality ◽  
Citizenship Behavior ◽  
Customer Citizenship Behavior ◽  
Corporate Social ◽  
The Impact

scholarly journals The impact of corporate social responsibility on customer citizenship behavior: The mediating role of customer-company identification and moderating role of generation.

2020 ◽  
Vol 1 (1) ◽  
pp. 10-21
Author(s):  
Fatima Alhouz ◽  
Abdulbaset Hasouneh
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Citizenship Behavior ◽  
Strong Impact ◽  
Company Identification ◽  
Customer Citizenship Behavior ◽  
Corporate Social ◽  
The Impact ◽  
Moderating Role

This study investigates the impact of corporate social responsibility (CSR) on customer citizenship behavior in the hospitality industry. Further, it explores the mediation effect of customer-company identification and the moderating role of generation in the CSR-customer citizenship behavior relationship. Data from 430 customers have been collected from five-star hotels in North Cyprus and the structural equation model has been employed to test the study hypotheses. The results revealed that CSR has a strong impact on customer citizenship behavior. Further, customer-company identification partially mediated the positive relationship between CSR and customer citizenship behavior. Moreover, generation moderates CSR and customer citizenship behavior relationship.

Impact of Employees' Perceived Corporate Social Responsibility on Organizational Citizenship Behavior

2020 ◽  
Vol 11 (3) ◽  
pp. 25-38
Author(s):  
Tahniyath Fatima
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Social Exchange ◽  
Organizational Citizenship ◽  
Organizational Citizenship Behavior ◽  
Social Identity Theory ◽  
Attribution Theory ◽  
Citizenship Behavior ◽  
Corporate Social ◽  
The Impact

Perceived reality plays a more prominent role in shaping one's attitudes and behaviors than the actual reality itself. Research on perceived corporate social responsibility (PCSR) has gained interest and this research study examines the specific relationship of PCSR with a discretionary behavioral construct, organizational citizenship behavior (OCB). Building upon social theories such as the social identity theory, social exchange theory, social learning theory, and social attribution theory, a conceptual framework is proposed that identifies the impact of internal and external moderators on the PCSR-OCB relationship. Through proposing the impact of external moderators, the researcher aims to bring in objectivity when assessing PCSR, a subjective construct. Further contributions to research and practitioners are highlighted and future avenues for research are discussed.

Philanthropic corporate social responsibility, consumer attitudes, brand preference, and customer citizenship behavior: Older adult employment as a moderator

2019 ◽  
Vol 47 (7) ◽  
pp. 1-10 ◽  
Author(s):  
Jinsoo Hwang ◽  
Sun-bai Cho ◽  
Woohyoung Kim
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Older Adult ◽  
Consumer Attitudes ◽  
Citizenship Behavior ◽  
Brand Preference ◽  
Customer Citizenship Behavior ◽  
Corporate Social ◽  
Moderating Role

In this study we examined whether philanthropic corporate social responsibility (PCSR) has a positive influence on consumer attitudes and brand preference, and if this, in turn, positively affects customer citizenship behavior. In addition, we explored whether, when consumers perceive that a company tries to solve social problems, they are more likely to have favorable attitudes toward the company, and proposed the moderating role of older adult employment in this relationship. The results indicated that PCSR was an important predictor of consumer attitudes and brand preference. In addition, consumer attitudes had a positive effect on advocacy and tolerance, whereas brand preference positively affected all types of customer citizenship behavior. Last, we found a moderating role of older adult employment in the relationship between PCSR and consumer attitudes and between PCSR and brand preference.

Boosting customer citizenship behavior through corporate social responsibility: does perceived service quality matter?

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ahmad Aljarah ◽  
Majed Alrawashdeh
Keyword(s):  
Corporate Social Responsibility ◽  
Social Responsibility ◽  
Service Quality ◽  
Citizenship Behavior ◽  
Equation Modeling ◽  
Content Type ◽  
Perceived Service Quality ◽  
Customer Citizenship Behavior ◽  
Corporate Social ◽  
The Relationship

Purpose Prior studies have not yet made sufficient effort to examine the relationship between corporate social responsibility (CSR) and customer citizenship behavior (CCB) in the hospitality context. The purpose of this study is to explore the role of CSR in fostering CCB in the hospitality context, as well as the mechanisms underlying the relationship. Design/methodology/approach This study obtained its empirical evidence from 422 hotel customers in North Cyprus and applied a structural equation modeling analysis. Findings The findings reveal that CSR significantly contributes to customer help, customer feedback and customer tolerance. Surprisingly, the results do not support the existence of a significant relationship between CSR and customer advocacy. Evidence indicates that perceived service quality plays a partial mediating role. Practical implications This study has shown that customers are rewarding firms involved in CSR initiatives in the form of CCB – directly and indirectly – through perceived service quality. This finding can advance managers’ understanding, enabling them to better manage their CSR initiatives to achieve the most effective outcomes. Originality/value The study advances a convergence between the research streams of CSR and CCB, which has been under-explored in the tourism context. The study also extends the CSR and customer citizenship literature through a novel mediation mechanism of perceived service quality.

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