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Can I read Corporate Social Responsibility, Customer Satisfaction, and Market Value on EtoBox?
Corporate Social Responsibility, Customer Satisfaction, and Market Value by Xueming Luo; C.B Bhattacharya is a Business, Management and Accounting article available to read on EtoBox.
What is Corporate Social Responsibility, Customer Satisfaction, and Market Value about?
## Corporate Social Responsibility, Customer Satisfaction, and Market Value Although prior research has addressed the influence of corporate social responsibility (CSR) on perceived customer responses, it is not clear whether CSR affects market value of the firm. This study develops and tests a conceptual framework, which predicts that (1) customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin's q and stock return), (2) corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and (3) these moderated relationships are mediated by customer satisfaction. Based on a large-scale secondary data set, the results show support for this framework. Notably, the authors find that in firms with low innovativeness capability, CSR actually reduces customer satisfaction levels and, through the lowered satisfaction, harms market value. The uncovered mediated and asymmetrically moderated results offer important implications for marketing theory and practice.
Who reads Corporate Social Responsibility, Customer Satisfaction, and Market Value?
It is typically read by researchers, students, and practitioners in Business, Management and Accounting.
- Author
- Xueming Luo; C.B Bhattacharya
- Publisher
- American Marketing Association; SAGE Publications (ISSN 0022-2429)
- Published
- 2006
- Language
- EN
- Field
- Business, Management and Accounting (Social Sciences)