Articlegold2023

Corporate social responsibility and customer's responses: CSR authenticity and government intervention during the COVID-19 pandemic

Tengku Ezni Balqiah · Rifelly Dewi Astuti · Fanny Martdianty · Sri Rahayu Hijrah Hati

22 citations0/0 files storedHeliyon

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 Environmental Sustainability in Business Corporate Social Responsibility and Sustainability

Abstract

COVID-19 had unparalleled social and economic impacts in many countries, including Indonesia. Companies are urged to develop corporate social responsibility (CSR) in this challenging environment to support society. As CSR enters a more developed stage, the government's role in initiating and promoting it has also been recognized. First, this study explores the company's motives for engaging in CSR, as well as the role of government by interviewing three CSR officials. Further, this study investigates the effects of CSR motives, CSR authenticity, and corporate brand image on community well-being and customer citizenship behavior, with government intervention as a moderating variable, by an online survey to analyze nine hypotheses. Using purposive sampling, 652 respondents from five local companies in Indonesia participated in the survey, and the data were analyzed using SmartPLS. The interviews showed two CSR motives and the role of government, and the survey showed mixed results on the impact of CSR motives on CSR authenticity and corporate brand image, the positive impacts of CSR authenticity and corporate brand image on community well-being, and customer citizenship behavior. Although high levels of government intervention are noticeable, this variable was not found to be a significant moderator. This study highlights the importance of how customers perceive CSR motives and authenticity, so companies should consider it when developing CSR activities. Engaging in CSR initiatives during a crisis may improve a company's brand image and customer citizenship behavior. However, companies should appropriately manage their CSR communications to avoid customers' suspicion about the CSR motives.

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 — 22 citations exist upstream.

References

2007Why would corporations behave in socially responsible ways? an institutional theory of corporate social responsibility 2006Corporate Social Responsibility, Customer Satisfaction, and Market Value 2004Doing Better at Doing Good: When, Why, and How Consumers Respond to Corporate Social Initiatives 2005The impact of perceived corporate social responsibility on consumer behavior 2004Corporate Social Responsibility: Doing the Most Good for Your Company and Your Cause 2004Corporate Social Responsibility and Marketing: An Integrative Framework 2001A Stakeholder Approach to Strategic Management 2016Gain more insight from your PLS-SEM results

Cited by

2024Book-Tax Differences during the Crisis: Does Corporate Social Responsibility Matter?

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.