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The development of a stakeholder-based scale for measuring corporate social responsibility in the banking industry


  • Andrea Pérez


  • Patricia Martínez
  • Ignacio Rodríguez del Bosque


Research on corporate social responsibility (CSR) has notably increased in recent years and many scales for measuring CSR image have been developed in academic literature. Due to the contextual character recognized in the implementation of CSR strategies, in this paper a new scale based on stakeholder theory is developed to evaluate customers’ perception regarding the CSR performance of their banking service providers. The proposal of reliable measurement tools for evaluating customers’ perception is especially relevant for companies because of their significant role in influencing the design and implementation of corporate strategies. Results demonstrate the reliability and validity of this new scale in two different samples. In the banking industry, CSR includes corporate responsibilities toward customers, shareholders, employees, society, and all legal and ethical requirements of banking institutions. Nevertheless, different kinds of banking institutions have specific CSR images, which reveal different strategic approaches to CSR. Copyright Springer-Verlag Berlin Heidelberg 2013

Suggested Citation

  • Andrea Pérez & Patricia Martínez & Ignacio Rodríguez del Bosque, 2013. "The development of a stakeholder-based scale for measuring corporate social responsibility in the banking industry," Service Business, Springer;Pan-Pacific Business Association, vol. 7(3), pages 459-481, September.
  • Handle: RePEc:spr:svcbiz:v:7:y:2013:i:3:p:459-481
    DOI: 10.1007/s11628-012-0171-9

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    References listed on IDEAS

    1. Sae Kim & Chong Choi, 2007. "Habits, Self-Control and Social Conventions: The Role of Global Media and Corporations," Journal of Business Ethics, Springer, vol. 76(2), pages 147-154, December.
    2. Duygu Turker, 2009. "Measuring Corporate Social Responsibility: A Scale Development Study," Journal of Business Ethics, Springer, vol. 85(4), pages 411-427, April.
    3. Schwartz, Mark S. & Carroll, Archie B., 2003. "Corporate Social Responsibility: A Three-Domain Approach," Business Ethics Quarterly, Cambridge University Press, vol. 13(04), pages 503-530, October.
    4. repec:eee:aumajo:v:17:y:2009:i:2:p:84-91 is not listed on IDEAS
    5. David A Waldman & Mary Sully de Luque & Nathan Washburn & Robert J House & Bolanle Adetoun & Angel Barrasa & Mariya Bobina & Muzaffer Bodur & Yi-Jung Chen & Sukhendu Debbarma & Peter Dorfman & Rosemar, 2006. "Cultural and leadership predictors of corporate social responsibility values of top management: a GLOBE study of 15 countries," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 37(6), pages 823-837, November.
    6. Longinos Marin & Salvador Ruiz, 2007. "“I Need You Too!â€\x9D Corporate Identity Attractiveness for Consumers and The Role of Social Responsibility," Journal of Business Ethics, Springer, vol. 71(3), pages 245-260, March.
    7. Seldjan Timur & Donald Getz, 2009. "Sustainable tourism development: how do destination stakeholders perceive sustainable urban tourism?," Sustainable Development, John Wiley & Sons, Ltd., vol. 17(4), pages 220-232.
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    1. repec:eur:ejesjr:248 is not listed on IDEAS
    2. repec:spr:soinre:v:140:y:2018:i:2:d:10.1007_s11205-017-1794-y is not listed on IDEAS
    3. Andreea-Daniela Moraru & Silvia Ghita-Mitrescu, 2016. "The Romanian Banking System –Key Dimensions and Visibility of CSR Practices," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(2), pages 559-564, February.
    4. Alejandro Alvarado-Herrera & Enrique Bigne & Joaquín Aldas-Manzano & Rafael Curras-Perez, 2017. "A Scale for Measuring Consumer Perceptions of Corporate Social Responsibility Following the Sustainable Development Paradigm," Journal of Business Ethics, Springer, vol. 140(2), pages 243-262, January.
    5. Huei-Ting Tsai & Hsin-Cheng Chang & Ming-Tien Tsai, 2016. "Predicting repurchase intention for online clothing brands in Taiwan: quality disconfirmation, satisfaction, and corporate social responsibility," Electronic Commerce Research, Springer, vol. 16(3), pages 375-399, September.
    6. repec:spr:svcbiz:v:12:y:2018:i:4:d:10.1007_s11628-018-0377-6 is not listed on IDEAS
    7. FRECEA Georgiana - Loredana, 2016. "CSR Integration into the Financial Economy: A Conceptual Approach," European Journal of Interdisciplinary Studies, Bucharest Economic Academy, issue 01, March.


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