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Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification

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  • Shih-Hao Wu

    (National Kaohsiung University of Science and Technology)

  • Stephen Chi-Tsun Huang

    (National Kaohsiung University of Science and Technology)

  • Ching-Yi Daphne Tsai

    (National Taichung University of Science and Technology)

  • Yu-Xuan You

    (National Kaohsiung University of Science and Technology)

Abstract

How firms’ doing “good” inspires customers to do “good” is rarely investigated. Drawing upon social exchange, social identity, and signaling theories, this study explores the mechanisms between corporate social responsibility (CSR) and customer citizenship behavior (CCB), and examines the mediating effects generated by engagement, identification, and trust. Through convenience and snowball sampling methods, 242 questionnaires were collected from customers of a firm implementing CSR projects. The findings reveal that the most effective path for CSR perception to motivate CCB is to go through a process involving trust, identification, and then customer engagement. Engagement plays the most critical role among these three mediators.

Suggested Citation

  • Shih-Hao Wu & Stephen Chi-Tsun Huang & Ching-Yi Daphne Tsai & Yu-Xuan You, 2023. "Doing good for good: how does corporate social responsibility drive customer citizenship behavior? The mediation of engagement, trust, and identification," Service Business, Springer;Pan-Pacific Business Association, vol. 17(4), pages 937-962, December.
    • Handle: RePEc:spr:svcbiz:v:17:y:2023:i:4:d:10.1007_s11628-023-00548-6
    DOI: 10.1007/s11628-023-00548-6
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    Cited by:

    1. Dan Jin, 2024. "Service dyads: understanding the dynamics of social perspective-taking and value co-creation amidst service problems," Service Business, Springer;Pan-Pacific Business Association, vol. 18(2), pages 287-313, June.

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