scholarly journals Is CSR a motivator for socially responsible customers of for-profit social enterprises?

2020 ◽  
Vol 4 (3) ◽  
pp. 524
Author(s):  
Enrico Cinco Mendoza
Keyword(s):  
Human Nature ◽  
Word Of Mouth ◽  
The Philippines ◽  
Customer Relationship ◽  
Positive Word ◽  
Socially Responsible ◽  
For Profit ◽  
Hygiene Factor ◽  
Positive Word Of Mouth ◽  
The Impact

The rise and development of corporate social responsibility (CSR) as a very significant and influential dogma in current business practice supports the popularly held view that firms cumulatively enjoy substantial power and control over a vast majority of society’s resources. Such enormous power can be at times detrimental to society in general and as such it is just right that these corporate behemoths police themselves unilaterally and be of good service to the community. The objective of this research is to evaluate the bivalent effects as motivator and hygiene factor of CSR on socially responsible customers towards a for-profit social enterprise. This research also evaluates the significance of CSR towards customer relationship and positive word of mouth among Human Nature customers. Respondents in this study were the customers of an independent distributor of Human Nature products in the Philippines. Findings indicated that CSR wields a significant influence towards customer in enhancing customer relationship and CSR helps in encouraging customers to willingly support and endorse Human Nature products. CSR also exhibits bivalently both characteristics of motivator and hygiene factor in moderating the impact of perceived CSR towards relationship quality and positive word of mouth from customers. Results of this study can be used as a reinforcement to the idea that CSR can and could elicit positive attitude and behavior from customers. Furthermore, results of this study can also be used by scholars in further probing the corporate impact of various individual CSR initiatives instead of CSR itself in its totality.

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

2020 ◽  
Vol 48 (8) ◽  
pp. 1-14
Author(s):  
Xi Chen ◽  
Qing Fang ◽  
Zhenyuan Wang
Keyword(s):  
Word Of Mouth ◽  
Brand Commitment ◽  
Positive Word ◽  
Individual Values ◽  
Mediating Role ◽  
Perceived Values ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

scholarly journals The Influence Mechanism of Reputation Information on the Formation of Safety Trust in Chinese Infant Milk Powder

Healthcare ◽  
2020 ◽  
Vol 8 (2) ◽  
pp. 138
Author(s):  
Yanan Cao ◽  
Cuixia Li
Keyword(s):  
Word Of Mouth ◽  
Milk Powder ◽  
Negative Word ◽  
Positive Word ◽  
Relationship Strength ◽  
Starting Point ◽  
Infant Milk Powder ◽  
News Effect ◽  
Positive Word Of Mouth ◽  
The Impact

Infant milk powder has always been one of the food categories most sensitive to safety reputation information. The safety reputation of Chinese infant milk powder has been seriously damaged due to the occurrence of safety accidents and the resulting consumers’ still-unrestored confidence is an important factor which restricts the dairy industry revitalization. Therefore, this paper analyzes the impact of reputation information on the formation of safety trust in Chinese infant milk powder, taking reputation information transmission as the starting point and consumer psychological perception as the researching perspective. A questionnaire survey was conducted and 685 valid questionnaires were collected. The structural equation model is adopted to verify the theoretical model and corresponding research hypothesis that reputation information affects the safety trust of Chinese infant milk powder. The reputation information transmitted between relatives and friends has a stronger effect on the formation of safety trust in Chinese infant milk powder than the media. The degree of media pursuit of “news effect” and negative word-of-mouth have a significant negative impact on the formation of safety trust in Chinese infant milk powder, while reputation quality, positive word-of-mouth and relationship strength have a significant positive impact on that. The quality of word-of-mouth perceived by consumers from highly involvement group, rational group, urban group and high-educated group has a stronger influence on the formation of safety trust. The degree of media pursuit of “news effect”, positive word-of-mouth, negative word-of-mouth and relationship strength perceived by consumers from low involvement group, emotional group, rural group and low-educated group have stronger influence on the formation of safety trust.

scholarly journals The Impact of Service Quality on Customers’ positive Word of Mouth towards Food Truck Business in Malaysia

2018 ◽  
Vol 8 (9) ◽  
Author(s):  
Haliza Mohd Said ◽  
Ahmad Faizal Md Sukarno ◽  
Zaid Abdul Razak ◽  
Siti Bayaah Ahmad ◽  
Safiah Rashid
Keyword(s):  
Service Quality ◽  
Word Of Mouth ◽  
Positive Word ◽  
Positive Word Of Mouth ◽  
The Impact

The Relevance of Positive Word-of-Mouth Effects on the Customer Lifetime Value - A Replication and Extension in the Context of Start-ups

2019 ◽  
Vol 3 (3) ◽  
pp. 148-160 ◽  
Author(s):  
Manuel Grossmann ◽  
Christian Brock ◽  
Marco Hubert ◽  
Thomas Reimer
Keyword(s):  
Word Of Mouth ◽  
Customer Lifetime Value ◽  
Positive Word ◽  
Customer Lifetime ◽  
Service Setting ◽  
Start Up ◽  
Lifetime Value ◽  
Positive Word Of Mouth ◽  
Start Ups ◽  
The Impact

This paper investigates the importance of positive word-of-mouth (WOM) effects on estimating the customer lifetime value (CLV) in start-up businesses. In line with prior research, we assume that, especially in young companies such as start-ups, managers and investors neglect the impact of WOM and therefore underestimate the CLV. To examine this assumption, self-collected WOM data is integrated into calculation of the CLV of a one-yearold online grocery retailer start-up. The CLV of 632 customers is combined with a survey about positive WOM activities. The study shows the high relevance of WOM for start-ups in a noncontractual as well as service setting, thereby calling for integration of WOM into calculation of the CLV.

Metamorphosis of CRM

2020 ◽  
pp. 1-23
Author(s):  
Loveleen Gaur ◽  
Anam Afaq
Keyword(s):  
Social Media ◽  
Growth Rate ◽  
Literature Review ◽  
Business Strategy ◽  
Word Of Mouth ◽  
Relationship Management ◽  
Customer Relationship ◽  
Positive Word ◽  
Social Crm ◽  
Positive Word Of Mouth

As per the report of Grand View Research, the global Social CRM market is expected to grow to USD $81.9 billion by 2025. The report justifies that Social CRM has managed to exhibit a profound growth rate in a couple of years. Social CRM is now becoming a necessity for most of the businesses. The transformation of CRM went from being a strategy that focused on forming only financial bonds with customers to a business strategy that aims at establishing both transactional and interactional relationship with its customers. This change led to the evolution of a new version of CRM known as Social Customer Relationship Management. Social Media combined with CRM can benefit companies like never before. This chapter proposes a conceptual framework of a metamorphosis of CRM based on literature review. It presents the hospitality practitioners a reference to gain insights into the potential advantages like brand loyalty and positive word of mouth by the systematic implementation of Social CRM Strategies.

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