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Do customer satisfaction and reputation mediate the CSR–FP link? Evidence from Australia

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  • Jeremy Galbreath

    (Curtin Graduate School of Business, Curtin University, Australia)

  • Paul Shum

    (School of Accounting, Finance and Economics, Edith Cowen University, Australia)

Abstract

Direct tests between corporate social responsibility (CSR) and firm performance (FP) have been argued to be spurious. Following this line of argument, the present study tests a mediated model in understanding the CSR–FP relationship. Specifically, we posit that reputation and customer satisfaction mediate fully the CSR–FP relationship. Based on the results from a sample of 280 Australian firms, the findings suggest that CSR is linked with FP. However, the effect is indirect: while CSR is linked to both reputation and customer satisfaction, reputation alone mediates the CSR–FP relationship. The results are interesting, suggesting that to reduce ambiguity surrounding the CSR–FP relationship scholars need to significantly expand studies that address moderating and mediating variables. Discussion is given to these findings along with paths for future research.

Suggested Citation

  • Jeremy Galbreath & Paul Shum, 2012. "Do customer satisfaction and reputation mediate the CSR–FP link? Evidence from Australia," Australian Journal of Management, Australian School of Business, vol. 37(2), pages 211-229, August.
    • Handle: RePEc:sae:ausman:v:37:y:2012:i:2:p:211-229
    DOI: 10.1177/0312896211432941
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    References listed on IDEAS

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    5. Qiang Liu & Guoqing Ge & Chong Ning & Xiaobo Tao & Yongbo Sun, 2018. "Do Private Benefits of Control Affect Corporate Social Responsibility? Evidence from China," Sustainability, MDPI, vol. 10(9), pages 1-19, September.
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    7. Saeidi, Sayedeh Parastoo & Sofian, Saudah & Saeidi, Parvaneh & Saeidi, Sayyedeh Parisa & Saaeidi, Seyyed Alireza, 2015. "How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction," Journal of Business Research, Elsevier, vol. 68(2), pages 341-350.
    8. Nick Lin-Hi & Igor Blumberg, 2018. "The Link Between (Not) Practicing CSR and Corporate Reputation: Psychological Foundations and Managerial Implications," Journal of Business Ethics, Springer, vol. 150(1), pages 185-198, June.
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    10. Abdelmajid EL WAATMANI, 2018. "Industrial clusters and promotion of CSR: the case of developing countries," Journal of Academic Finance, RED research unit, university of Gabes, Tunisia, vol. 9(2), pages 69-80, December.
    11. Kum Fai Yuen & Vinh V. Thai, 2017. "Corporate social responsibility and service quality provision in shipping firms: financial synergies or trade-offs?," Maritime Policy & Management, Taylor & Francis Journals, vol. 44(1), pages 131-146, January.
    12. Muzammal Ilyas Sindhu & Muhammad Arif, 2017. "Corporate social responsibility and loyalty: Intervening influence of customer satisfaction and trust," Cogent Business & Management, Taylor & Francis Journals, vol. 4(1), pages 1396655-139, January.
    13. Izaskun Agirre Aramburu & Irune Gómez Pescador, 2019. "The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country," Journal of Business Ethics, Springer, vol. 154(3), pages 701-719, February.
    14. Su, Lujun & Pan, Yue & Chen, Xiaohong, 2017. "Corporate social responsibility: Findings from the Chinese hospitality industry," Journal of Retailing and Consumer Services, Elsevier, vol. 34(C), pages 240-247.
    15. Karen Benson & Peter M Clarkson & Tom Smith & Irene Tutticci, 2015. "A review of accounting research in the Asia Pacific region," Australian Journal of Management, Australian School of Business, vol. 40(1), pages 36-88, February.
    16. Chen-En Hou & Wen-Min Lu & Shiu-Wan Hung, 2019. "Does CSR matter? Influence of corporate social responsibility on corporate performance in the creative industry," Annals of Operations Research, Springer, vol. 278(1), pages 255-279, July.
    17. Antonio Martos-Pedrero & Francisco Joaquín Cortés-García & David Jiménez-Castillo, 2019. "The Relationship between Social Responsibility and Business Performance: An Analysis of the Agri-Food Sector of Southeast Spain," Sustainability, MDPI, vol. 11(22), pages 1-23, November.
    18. Niknamian, Sorush, 2019. "Corporate social responsibility and value creation," OSF Preprints bj7xr, Center for Open Science.
    19. Mukherjee, Abhishek & Bird, Ron & Duppati, Geeta, 2018. "Mandatory Corporate Social Responsibility: The Indian experience," Journal of Contemporary Accounting and Economics, Elsevier, vol. 14(3), pages 254-265.
    20. Cheong, Calvin W.H. & Sinnakkannu, Jothee & Ramasamy, Sockalingam, 2017. "Reactive or proactive? Investor sentiment as a driver of corporate social responsibility," Research in International Business and Finance, Elsevier, vol. 42(C), pages 572-582.
    21. Bhattacharyya, Asit & Rahman, Md Lutfur, 2019. "Mandatory CSR expenditure and firm performance," Journal of Contemporary Accounting and Economics, Elsevier, vol. 15(3).
    22. Upadhaya, Bedanand & Munir, Rahat & Blount, Yvette & Su, Sophia, 2018. "Does organizational culture mediate the CSR – strategy relationship? Evidence from a developing country, Nepal," Journal of Business Research, Elsevier, vol. 91(C), pages 108-122.
    23. Shou-Lin Yang, 2016. "Corporate social responsibility and an enterprise’s operational efficiency: considering competitor’s strategies and the perspectives of long-term engagement," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(6), pages 2553-2569, November.

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