作者
Ahmad Aljarah, Lawrence Emeagwali, Blend Ibrahim, Bashar Ababneh
发表日期
2020/1/22
期刊
Social Responsibility Journal
卷号
16
期号
1
页码范围
28-49
出版商
Emerald Publishing Limited
简介
Purpose
The purpose of this paper is to examine the impact of corporate social responsibility (CSR) on customer relationship quality (RQ) based on three main aspects of RQ, namely, satisfaction, trust and commitment.
Design/methodology/approach
A quantitative meta-analysis of 80 unique effect sizes reported in 60 articles (n = 27,805) was conducted to determine effect sizes of the relationship between CSR and the aspects of RQ of the customer. Furthermore, the economic development has been examined as potential moderators between CSR and RQ.
Findings
Meta-analysis suggests that a positive relationship between CSR and the three studied aspects of RQ is well established; however, the strength of studied relationships has revealed variations in magnitude. Customer commitment was affected by CSR (r = 56) the most, closely followed by customer trust (r = 0.52), while customer satisfaction (r = 0.44) was …
学术搜索中的文章
A Aljarah, L Emeagwali, B Ibrahim, B Ababneh - Social Responsibility Journal, 2020