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- W2207662693 abstract "In this article we explore how CSR factors influence customer satisfaction and loyalty in the Korean context and whether the mediating effects of corporate image and reputation in the relationships between CSR and customer satisfaction and customer loyalty are or not. This study used structural equation modeling (SEM) to test the hypotheses. Questionnaires were distributed to 240 customers of the case companies ? Samsung electronics, LG electronics and Hyundai car considered CSR pioneers in Korea. The findings show that CSR positively affects customer satisfaction and loyalty mediated by corporate image, and reputation also customer satisfaction positively affects customer loyalty. The importance order of CSR factors is as follows: consumer protection, philanthropic responsibility, ethical responsibility, and environmental contribution. The moderating effects of authenticity in the relationship between CSR and corporate image and reputation are identified. Also significant moderating effects of switching cost in the relationship between customer satisfaction and loyalty found. The conclusion draws implications for marketing practice and future research." @default.
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- W2207662693 date "2014-11-01" @default.
- W2207662693 modified "2023-09-24" @default.
- W2207662693 title "The Effects of CSR on Customer Satisfaction and Loyalty in Korea" @default.
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