:::

詳目顯示

回上一頁
題名:企業社會責任、消費者信任度及消費者忠誠度關係探究-以金控業為例
作者:蕭健治
作者(外文):Hsiao,Chien-Chih
校院名稱:國立彰化師範大學
系所名稱:財務金融技術學系
指導教授:陳信憲
學位類別:博士
出版日期:2016
主題關鍵詞:企業社會責任消費者信任度消費者忠誠度corporate social responsibilityconsumer trustconsumer loyalty
原始連結:連回原系統網址new window
相關次數:
  • 被引用次數被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:0
  • 共同引用共同引用:0
  • 點閱點閱:0
企業社會責任近年來受到消費者普遍的重視,企業也將其列入營運重要關鍵指標,目的為提升消費者信任度及對企業產品及服務的忠誠度,優化企業與消費者間雙向優質關係。本研究旨在探討財務金融相關科系之在職專班學生對國內上市櫃銀行企業社會責任的認知與消費者信任度及消費者忠誠度間的關係,並瞭解消費者信任度是否扮演企業社會責任與消費者忠誠度間的重要中介變項。本研究採用問卷調查法,採分層隨機抽樣方式進行,收集10所國內大專院校在職專班學生之問卷調查,總共回收300份有效樣本,資料分析以結構方程式進行。分析結果顯示,絕大部分企業社會責任正向影響消費者信任度,另一方面,消費者信任度亦扮演企業社會責任認知與消費者忠誠度中介角色。最後,本研究依此結論提出相關討論及研究建議,進一步提供銀行業及學術研究對企業社會責任之經營及研究之參考。
In recent years corporate social responsibility (CSR) has attracted the consumers’ attention dramatically. Corporations also take CSR as an important operational indicator which aims at enhancing consumer trust and loyalty toward business products and services and optimizing good relationship between businesses and consumers. This study aimed at investigating on-the-job Finance students’ perception of the relationship among perceived CSR, consumer trust, and consumer loyalty toward Taiwanese listed banks. In addition, this study attempt to understand whether consumer trust is the mediating role between perceived CSR and consumer loyalty. This study implemented quantitative method through survey questionnaire and applied stratified random sampling approach to collect data from 10 universities. A total of 300 valid responses returned, and the data were analyzed by descriptive statistics, confirmatory factor analysis, and structural equation modeling. The results showed that perceived CSR positively affect consumer trust, and this effect is mediated by consumer loyalty. Finally, this study draws the discussion of these results and recommendations for further research and practice in the banking industry.
參考文獻
一、中文部分
陳君瑜(2012)。商業課程之企業社會責任教育調查研究。(國科學會專案報告,計畫編號:NSC100-2511-S-276-006)。
二、英文部分
Andrea, P., & Bosque, D. R. (2015). An Integrative Framework to Understand How CSR Affects Customer Loyalty through Identification, Emotions and Satisfaction. Journal of Business Ethics,129, 571-584.
Alexander, C., & Blair, S. (2015) . Doing Well by Doing Good: The Benevolent Halo of Corporate Social Responsibility. JOURNAL OF CONSUMER RESEARCH, (41), 1412-1425.
Andrea, J. S., May O. L., & Patrick, E. M. (2011). Consumer Perceptions of the Antecedents and Consequences of Corporate Social Responsibility. Journal of Business Ethics, 102, 47–55.
Banyte, J., Brazioniene, L., & Gadeikiene, A. (2010). Expression of Green Marketing Developing the Conception of Corporate Social Responsibility. Inzinerine Ekonomika-Engineering Economics, 21(5), 550-560.
Barber, B. (1983). The Logic and Limits of Trust. New Brunswick, NJ: Rutgers university Press.
Bielak, D., Bonini, S. M. J., & Oppenheim, J. M. (2007). CEOs on strategy and social issues. McKinsey Quarterly, 8–12.
Branco, M. C., & Rodrigues, L. C. L. (2006). Corporate Social Responsibility and Resource-Based Perspectives. Journal of Business Ethics,69, 111–132.
Buysse, K., & Verbeke, A. (2003). Proactive environmental strategies: A stakeholder management perspective. Strategic Management Journal ,24(5), 453–470.
Cardador, T., & Pratt, M. (2006). Identification Management and Its Bases:Bridging Management and Marketing Perspectives Through a Focus on Affiliation Dimensions. Journal of the Academy of Marketing Science ,34(2), 174–186.
Carpenter, J. (2003). An examination of the relationship between consumer benefits, satisfaction, and loyalty in the purchase of retail store branded products”, unpublished
doctoral dissertation, University of Tennessee,Knoxville,TN.
Carroll, A. B. (1979). A three-dimensional Conceptual Model of Corporate Performance. Academy Managment Review, 4(4), 497–505.
Carroll, A. B. (1991). The Pyramid of Corporate Social Responsibility: Toward the Moral Management of Organizational Stakeholders. Business Horizons ,34(4),39–48.
Castaldo, S., Premazzi, K., & Zerbini, F. (2010). The meanings of trust. A content analysis on the diverse conceptualizations of trust in scholarly research on business relationships. Journal of Business Ethics, 96(4), 657–668.
Castaldo, S., Perrini, F., Misani, N., & Tencati, A. (2009). The missing link between corporate social responsibility and consumer trust: the case of fair trade products. Journal of Business Ethics, 84(1), 1–15.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of Marketing, 65(2), 81–93.
Cowton, C. J., & Thompson, P. (2000). Does Codes Make a Difference? The Case of Bank Lending and the Environment. Journal of Business Ethics ,24, 165–178.
Dick , A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of Academy of Marketing Science., 22, 99-113.
Erdem, T., & Swait, J. (2004). Brand credibility, brand consideration, and choice. Journal of Consumer Research, 31(1), 191–198.
Fitzgibbon, C., & White, L. (2005). The role of attitudinal loyalty in the development of customer relationship management strategy within service firms. Journal of Financial Services Marketing ,9(3), 214–230.
Franklin, D. (2008). Just good business: A Special Report on Corporate Social Responsibility. The Economist, (January), 19.
Garcia, M., Crespo A.H., & Rodriguez I. (2005). Influence of corporate social responsibility on loyalty and valuation of services. Journal of Business Ethics ,61(4), 369–385.
Hecker, R., Donohue, W., & Torugsa, N. A. (2013). Proactive CSR: An empirical analysis of the role of its economic, social and environmental dimensions on the association between capabilities and performance. Journal of Business Ethics 115, 383–402.
Hillman, A., & Keim, G. (2001). Shareholder value, stakeholder management, and social issues: what’s the bottom line? Strategic Management Journal, 22,125–139.
Huddleston, P., Whipple, J., & Van Auken, A. (2004). Food store loyalty: application of a consumer loyalty framework”, Journal of Targeting, Measurement and Analysis for Marketing, 12, 213-30.
Juholin, E. (2004). For Business Or The Good Of All? A Finnish Approach To Corporate Social Responsibility. Corporate Governance The International Journal of Business in Society,4(3), 20–31.
Klein, J., & Dawar, N. (2004). Corporate social responsibility and consumers' attributions and brand evaluations in a product-harm crisis. International Journal of Research in Marketing,21(3), 203–217.
Kucukusta, D., Mak A., & Chan X. (2013). Corporate social responsibility practices in four and five-star hotels: Perspectives from Hong Kong visitors, International Journal of Hospitality Management, 34, 19–30.
Lombart, C., & Louis, D. (2014). A study of the impact of Corporate Social Responsibility and price image on retailer personality and consumers’ reactions (satisfaction,trust and loyalty to the retailer). Journal of Retailing Consumer Services ,21(4), 630–642.
Maignan, I. (2001). Consumers’ Perceptions of Corporate Social Responsibilities:A Cross-Cultural Comparison. Journal of Business Ethics, 30, 57–72.
Maignan, I., & Ferrell, O. C. (2004). Corporate social responsibility and marketing: An integrative framework. Journal of the Academy of Marketing Science ,32(1), 3–19.
Malik, M. (2015). Value-Enhancing Capabilities of CSR: A Brief Review of Contemporary Literature. Journal of Business Ethics, 127, 419–438.
Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing ,25(2), 122 – 133.
Marin, L., Ruiz, S., & Rubio, A. (2009). The Role of Identity Salience in the Effects of Corporate Social Responsibility on Consumer Behavior. Journal of Business Ethics 84, 65–78.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. Academy of Management Review ,20 (3), 709–734.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative typology. Information Systems Research,13(3), 334–359.
McWilliams, A., Siegel, D. S., & Wright, P. M. (2006). Guest Editors’ Introduction Corporate Social Responsibility:Strategic Implications. Journal of Management Studies,43, 22-38.
Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of marketing research: the dynamics of trust within and between organizations. Journal of marketing research,29(3), 314–329.
Morales, A. C. (2005). Giving firms an “E” for effort: Consumer responses to high effort firms. Journal of Consumer Research, 31(4), 806–812.
Morgan, R. M., & Hunt, S. D. (1994). The Commitment-Trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33–44.
Owazuaka, W. S., & Obinna, I. P. (2014). Corporate Social Responsibility: The Marketing I, plications. International Journal of Academic Research , 6, (4), 221-226.
Park, J., Lee, H., & Kim, C.(2014). Corporate social responsibilities, consumer trust and corporate reputation: South Korean consumers' perspectives. Journal of Business Research, 67, 295-302.
Park, Y. S., Lee, H. J. & Lee, E. M. (2013). Employee perception of CSR activities: Its antecedents and consequences. Journal of Business Research 66,1716-1724.
Plewa, C., Conduit, J., Quester, P. G., & Claire, J.(2015). The Impact of Corporate Volunteering on CSR Image: A Consumer Perspective. Journal of Business Ethics 127: 643–659.
Radomir, L., Plaias, I., & Wilson, A.(2015). Bank service and relationship quality as driversof consumers’ attitudinal loyalty. Romanian Journal of Marketing, 2, 62-74.
Richard, J., & Zhang, A. E.(2012). Corporate image, loyalty, and commitment in the consumer travel industry. Journal of Marketing Management, 28, 568–593.
Rubio, N., Villaseñor, N., & Oubiña, J. (2015). Consumer identification with store brands: Differences between consumers according to their brand loyalty. Journal of Business Research Quarterly,18,111-126.
Slack, R. E., Corlett, S., & Morris, R. (2015). Exploring Employee Engagement with (Corporate) Social Responsibility: A Social Exchange Perspective on Organisational Participation. Journal of Business Ethics 127, 537–548.
Sen, S. & Bhattacharya, C. B. (2001). Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research ,38(2), 225–243.
Simth, D. R. (1993). Environmental Risk Credit Approaches and Opportunities, An Interim Report(United Nations Environment Programme, Geneva).
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37.
Stanaland, A. J.S., Lwin, M. O., & Murphy, P. E. (2011). Consumer Perceptions of the Antecedents and Consequences of Corporate Social Responsibility. Journal of Business Ethics 102, 47–55.
Hair, J.F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis (6th ed.). New Jersey: Prentice Hall PTR.
Vlachos, P. A., Tsamakos, A., Vrechopoulos, A. P., & Avramidis, P. K. (2009). Corporate social responsibility: attributions, loyalty,and the mediating role of trust. Journal of the Academy of Marketing Science, 37, 170–180.
Waddock, S. E. (2004). Parallel universes: Companies, academics, and the progress of corporate citizenship. Business and Society Review, 109(1), 5–42.
Wheaton, B., Muthen, B., Alwin, D., F., & Summers, G. (1977). Assessing reliability and stability in panel models. Sociological Methodology, 8(1), 84-136.
Willmott, M. (2003). Citizen brands: corporate citizenship, trust and branding. Journal of Brand Management, 10, 362–369.
 
 
 
 
第一頁 上一頁 下一頁 最後一頁 top
QR Code
QRCODE