A model of customer loyalty and corporate social responsibility

By Rujirutana Mandhachitara, Yaowalak Poolthong. 2011

416 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Strategy and Management

View Paper: https://www.semanticscholar.org/paper/9b06d72064d8ef6e909b5108b6251790659ca900

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In Marketing

In Organizational Behavior and Human Resource Management

In Strategy and Management

Citations in the corpus

Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality (2018, methodology): “A relevant fouritem scale for RI was adapted from Mandhachitara and Poolthong (2011).”
Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust (2017, background): “Therefore, consumers tend to bemore satisfied and give amore positive evaluation when they believe that the company is committed to its CSR activities (Gürhan-Canli & Batra, 2004; Mandhachitara & Poolthong, 2011; Sen & Bhattacharya, 2001).”
Corporate social responsibility, customer satisfaction, and financial performance: The moderating effect of the institutional environment in two transition economies (2017, background): “Some literature suggests that CSR is closely linked to customer satisfaction (Galbreath, 2010; Mandhachitara and Poolthong, 2011).”
Corporate social responsibility and customer loyalty in intercity bus services (2017, background): “Empirical studies incorporating CSR into customer loyalty models have demonstrated a positive relationship between CSR and customer loyalty (e.g. Mandhachitara and Poolthong, 2011; Martinez and Rodríguez del Bosque, 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): “Several marketing studies have reported that CSR can positively affect consumer attitudes and behaviors toward the firm and its offering (Arikan et al. 2014; Bhattacharya and Sen 2003; Folks and Kamins 1999; Lichtenstein et al. 2004; Mandhachitara and Poolthong 2011).”