Article2015

Customer responses to the CSR of banking companies

39 citations0/0 files storedJournal of Product & Brand Management

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Corporate Social Responsibility Reporting Customer Service Quality and Loyalty Corporate Social Responsibility and Sustainability

Abstract

Purpose – The purpose of this paper is to apply a thoroughly tested model to the study of how corporate social responsibility (CSR) perceptions impact customers’ affective and behavioural responses in the banking industry. As a contribution to the previous literature, the moderating role of the type of company (savings banks vs. commercial banks) in the conceptual model is explored. Design/methodology/approach – A structural equation model is tested with information collected from 648 customers of savings banks and 476 customers of commercial banks. Findings – The findings demonstrate that CSR perceptions positively impact customer identification with the banking company, emotions, satisfaction, recommendation and repurchase behaviours in both samples. However, CSR is perceived differently by customers depending on the type of banking company that implements it. Thus, its effects on customers’ affective and behavioural responses are different. Practical implications – Practitioners should not try to promote the best CSR approach for a standardised organisation, regardless of its special industry characteristics. They should be aware of the differences customers perceive in companies to adapt their CSR initiatives to the expectations of their targets. Originality/value – The contributions of the paper are two-fold. On the one hand, the banking industry has been scarcely explored by previous scholars. On the other hand, the authors explain the role that the type of banking company plays in the conceptual model proposed in the paper because significant differences are observed among savings bank customers and commercial bank customers concerning their affective and behavioural responses to CSR perceptions.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 39 citations exist upstream.

References

2000An Integrative Theory of Intergroup Conflict 1999Whence Consumer Loyalty?2001The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1999Whence Consumer Loyalty?2001Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility 1999The Role of Emotions in Marketing 1997CORPORATE SOCIAL PERFORMANCE AND ORGANIZATIONAL ATTRACTIVENESS TO PROSPECTIVE EMPLOYEES.

Cited by

2021Is it an error to communicate CSR Strategies? Neural differences among consumers when processing CSR messages 2019Corporate social responsibility and business ethics: conceptualization, scale development and validation 2018Economía del Bien Común y Finanzas Éticas 2018Responsabilidad social empresarial en banca. Su aplicación al caso de la banca cooperativa 2023Does gender diversity improve CSR reporting? Evidence from the Central and West Balkan banking sector

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.