Corporate Social Responsibility and Customer Loyalty: A Conceptual Framework

被引：9
|
作者：
Liu, Yanqiu [1 ]
Zhou, Xing [1 ]
机构：
[1] Xiamen Univ, Sch Management, Xiamen 361005, Fujian, Peoples R China
来源：
2009 6TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT, VOLS 1 AND 2 | 2009年
关键词：
Corporate social responsibility; Customer loyalty; Corporate image; Customer trust; PERFORMANCE; CITIZENSHIP; ANTECEDENTS; DIMENSION; CONSUMERS; BEHAVIOR; COMPANY; TRUST; MODEL;
D O I：
10.1109/ICASID.2009.5276985
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
To win loyalty in today's markets, companies have to focus on building and maintaining customer loyalty. CSR has become a useful tool, however, the relationship between CSR and customer loyalty is largely unexplored. This article explores the effect of CSR on loyalty. In the proposed model, it is shown that the effect of CSR on loyalty exists, but that the effect is not all direct, CSR works through improving corporate image and trust.
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页码：489 / 493
页数：5
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