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http://dx.doi.org/10.14400/JDC.2017.15.4.223

The Effects of Corporate Social Responsibility on Customer Satisfaction and Customer Citizenship Behavior: Mediating Effects of Company Image and CSV  

Ahn, Tae-Hyuk (Dept. of Culture & Techno, Changwon National University)
Park, Bong-Gyu (Dept. of Hotel & Convention Management, Dong-eui University)
Publication Information
Journal of Digital Convergence / v.15, no.4, 2017 , pp. 223-231 More about this Journal
Abstract
This study examined the effects of CSR characteristics on company image, CSV, customer satisfaction, customer citizenship behavior for customers using mobile phones of Samsung, LG, Apple, and Pantech in domestic market. 213 questionnaire samples are used to test 10 hypotheses using structural equation model with AMOS. Results of testing are as follows: First, economic responsibilities, law-ethical responsibilities and philanthropic responsibilities factors of CSR influence positively to company image. Second, economic responsibilities does not influence to CSV. Third, company image influence positively to customer satisfaction and customer citizenship behavior, but CSV does not influence to customer satisfaction This study shows that CSR, company image, CSV are important for customers' increasing customer satisfaction and customer citizenship behavior. Implications and limitations of this study also suggested.
Keywords
CSR; Company image; CSV; Customer satisfaction; Customer citizenship behavior;
Citations & Related Records
Times Cited By KSCI : 8  (Citation Analysis)
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