The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust
| Autor: | Yen-Tzu Chen, Shih-Chih Chen, Chih-Cheng Chen, Athapol Ruangkanjanases, Tanaporn Hongsuchon, Asif Ali Khan, Ornlatcha Sivarak |
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| Jazyk: | angličtina |
| Rok vydání: | 2021 |
| Předmět: |
Health
Toxicology and Mutagenesis Affect (psychology) Morals Trust Article Surveys and Questionnaires 0502 economics and business Situated Research based emerging economy multi-dimensional CSR times of crisis mediation Emerging markets Research data smart PLS Organizations Social Responsibility corporate social responsibility Business administration 05 social sciences Public Health Environmental and Occupational Health customer trust corporate image Mediation Medicine Corporate social responsibility 050211 marketing Business 050203 business & management |
| Zdroj: | International Journal of Environmental Research and Public Health Volume 18 Issue 16 International Journal of Environmental Research and Public Health, Vol 18, Iss 8275, p 8275 (2021) |
| ISSN: | 1660-4601 |
| DOI: | 10.3390/ijerph18168275 |
| Popis: | The purpose of this research is to empirically examine relationships between a multi-dimensional set of corporate social responsibility (CSR) initiatives, numerous dimensions of customer trust, and corporate image in an emerging economy. It also analyzes the mediating effect of customer trust on the relationship between CSR and corporate image. This study focuses on two of the most well-known hotel chains situated in Pakistan. Close-ended, self-administered questionnaires were circulated amongst a total of 300 hotel customers. The research data was analyzed using a partial least square-structural equation modeling (PLS-SEM) model. The results revealed that economic, legal, and ethical CSR significantly impacted corporate image, while philanthropic CSR did not affect the corporate image. However, economic, legal, and philanthropic CSRs were found to be in a significant relationship with customer trust, while ethical CSR was not in a significant relationship with customer trust. Finally, customer trust fully mediated the relationship between economic and legal CSR with corporate image, whereas it partially mediated the relationship between ethical and philanthropic CSR. This study is unique from earlier CSR research based on an assessment of the connection between CSR dimensions and corporate image to examine customers’ trust in an emerging economy, especially in times of crisis. |
| Databáze: | OpenAIRE |
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