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The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust
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...
Autores principales: | , , , , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
MDPI
2021
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8394849/ https://www.ncbi.nlm.nih.gov/pubmed/34444023 http://dx.doi.org/10.3390/ijerph18168275 |
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author | Chen, Chih-Cheng Khan, Asif Hongsuchon, Tanaporn Ruangkanjanases, Athapol Chen, Yen-Tzu Sivarak, Ornlatcha Chen, Shih-Chih |
author_facet | Chen, Chih-Cheng Khan, Asif Hongsuchon, Tanaporn Ruangkanjanases, Athapol Chen, Yen-Tzu Sivarak, Ornlatcha Chen, Shih-Chih |
author_sort | Chen, Chih-Cheng |
collection | PubMed |
description | 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. |
format | Online Article Text |
id | pubmed-8394849 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2021 |
publisher | MDPI |
record_format | MEDLINE/PubMed |
spelling | pubmed-83948492021-08-28 The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust Chen, Chih-Cheng Khan, Asif Hongsuchon, Tanaporn Ruangkanjanases, Athapol Chen, Yen-Tzu Sivarak, Ornlatcha Chen, Shih-Chih Int J Environ Res Public Health Article 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. MDPI 2021-08-04 /pmc/articles/PMC8394849/ /pubmed/34444023 http://dx.doi.org/10.3390/ijerph18168275 Text en © 2021 by the authors. https://creativecommons.org/licenses/by/4.0/Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). |
spellingShingle | Article Chen, Chih-Cheng Khan, Asif Hongsuchon, Tanaporn Ruangkanjanases, Athapol Chen, Yen-Tzu Sivarak, Ornlatcha Chen, Shih-Chih The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust |
title | The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust |
title_full | The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust |
title_fullStr | The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust |
title_full_unstemmed | The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust |
title_short | The Role of Corporate Social Responsibility and Corporate Image in Times of Crisis: The Mediating Role of Customer Trust |
title_sort | role of corporate social responsibility and corporate image in times of crisis: the mediating role of customer trust |
topic | Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8394849/ https://www.ncbi.nlm.nih.gov/pubmed/34444023 http://dx.doi.org/10.3390/ijerph18168275 |
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