The influence of corporate social responsibility and price fairness on customer behaviour: evidence from the financial sector

By Jorge Matute-Vallejo, Rafael Bravo, José Miguel Pina. 2011

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Corporate social responsibility and customer loyalty: exploring the role of identification, satisfaction and type of company (2015, background): “Specifically, a direct and positive link between customer satisfaction and customer (1) recommendation and (2) repurchase behaviours is proposed (García de los Salmones et al., 2009; Matute et al., 2011; Pérez et al., 2013).”
The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country (2017, background): “Matute et al. (2011) argue that in a world in which customer confidence in the bank industry has been bruised in recent years, finding solutions to rebuild trust and maintain customer loyalty is critical not only for managers in the banking sector, but also for strategic management and marketing…”
The impact of perceived CSR on corporate reputation and purchase intention (2019, background): “209 Matute-Vallejo et al. (2011) and Chung et al. (2015) have reported a direct link between perceived CSR and satisfaction and an indirect link (via satisfaction) between CSR and loyalty.”