企业社会责任与顾客忠诚:关系是否起中介作用?

IF 1 4区心理学 Q4 PSYCHOLOGY, SOCIAL

Social Behavior and Personality Pub Date : 2023-04-05 DOI:10.2224/sbp.12329

Changkuan Shi, Xiaopeng Wang, Huijun Liang, Chenhai Fu

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引用次数: 0

摘要

本研究提出并检验了企业社会责任对顾客忠诚的直接和间接影响模型，该模型通过组织和员工的关系(社会关系)作为中介。参与者为452名中国寿险客户，他们完成了企业社会责任、关系和客户忠诚度的测量。结构方程模型结果表明，企业社会责任与顾客忠诚之间存在正相关关系，关系在其中起部分中介作用。研究结果对企业社会责任与客户忠诚度之间的复杂关系提供了新的见解，并可为保险服务提供商提高客户忠诚度提供参考。

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Corporate social responsibility and customer loyalty: Does guanxi serve as a mediator?

This study proposed and tested a model of the direct and indirect impacts of corporate social responsibility (CSR) on customer loyalty through the mediator of guanxi (social connections) of organizations and employees. Participants were 452 life insurance customers in China, who completed measures of CSR, guanxi, and customer loyalty. Results of structural equation modeling indicated that CSR was positively associated with customer loyalty and that guanxi partially mediated this relationship. The study findings provide new insight into the complex relationship between CSR and customer loyalty, and may be of use to insurance service providers for increasing customer loyalty.

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来源期刊

Social Behavior and Personality PSYCHOLOGY, SOCIAL-

CiteScore

2.20

自引率

7.70%

发文量

117

期刊介绍： Social Behavior and Personality: an international journal publishes papers on all aspects of social, personality, and developmental psychology. The journal has successfully published the work of over 5,500 researchers and professionals, continuously for over 40 years. Now in its prime, the journal looks forward with enthusiasm to continued professional maturity and service to its readership and discipline.