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http://dx.doi.org/10.14400/JDC.2021.19.11.145

The effect of CSR components on customer satisfaction and customer civic behavior through corporate image  

Ahn, Tae-Hyuk (Dept. of Culture & Techno, Changwon National University)
Jung, Young-Ju (Dept. of Food Service Management & Culinary Art, Busan Institute of Science and Technology)
Publication Information
Journal of Digital Convergence / v.19, no.11, 2021 , pp. 145-153 More about this Journal
Abstract
The purpose of this study is to present the current status and implications of companies in relation to the nature of CSR based on the theoretical background of corporate social responsibility (CSR). For consumers using mobile phones from Samsung, LG, and Apple, the impact of CSR components on corporate image, customer satisfaction, and customer citizenship behavior was analyzed. Economic responsibility, ethical responsibility, and philanthropic responsibility all have positive effects on corporate image. However, it was found that legal responsibility did not pay attention to the corporate image. And the corporate image was found to have a positive (+) effect on customer satisfaction and customer citizenship behavior. The results of this study suggest that companies need to devise a systematic CSR education system for their stakeholders.
Keywords
Corporate Social Responsibility (CSR); Company Image; Customer Satisfaction; Customer Citizenship Behavior; Stakeholder;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
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