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The Effects of Corporate Ability and Corporate Social Responsibility on Winning Customer Support: An Integrative Examination of the Roles of Satisfaction, Trust and Identification

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  • Yi Xie

Abstract

This research proposes an integrative model in which corporate social responsibility (CSR) and corporate ability (CA) influence customer supporting behaviours through three relational factors (i.e. customer satisfaction, trust and identification). A survey was conducted in China. Empirical results indicate that (1) satisfaction, trust and identification are all important routes through which positive perceptions on CSR/CA transfer into enhanced customer support; (2) CSR initiatives gain customer support more effectively through identification, while CA has stronger effect through changing satisfaction and trust; (3) No significant difference in the efficacy of CSR and CA exists across local and global corporations.

Suggested Citation

  • Yi Xie, 2014. "The Effects of Corporate Ability and Corporate Social Responsibility on Winning Customer Support: An Integrative Examination of the Roles of Satisfaction, Trust and Identification," Global Economic Review, Taylor & Francis Journals, vol. 43(1), pages 73-92, March.
    • Handle: RePEc:taf:glecrv:v:43:y:2014:i:1:p:73-92
    DOI: 10.1080/1226508X.2014.884050
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    Cited by:

    1. Ali Fatemi & Iraj Fooladi, 2020. "A primer on sustainable value creation," Review of Financial Economics, John Wiley & Sons, vol. 38(3), pages 452-473, July.
    2. Claire Veit & Wim Lambrechts & Lieven Quintens & Janjaap Semeijn, 2018. "The Impact of Sustainable Sourcing on Customer Perceptions: Association by Guilt from Scandals in Local vs. Offshore Sourcing Countries," Sustainability, MDPI, vol. 10(7), pages 1-18, July.
    3. Christian Espinosa-Méndez & Carlos P. Maquieira & José T. Arias, 2023. "The Impact of ESG Performance on the Value of Family Firms: The Moderating Role of Financial Constraints and Agency Problems," Sustainability, MDPI, vol. 15(7), pages 1-20, April.
    4. Fatemi, Ali & Glaum, Martin & Kaiser, Stefanie, 2018. "ESG performance and firm value: The moderating role of disclosure," Global Finance Journal, Elsevier, vol. 38(C), pages 45-64.

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