服务业企业社会责任与满意度:系统考察与整合框架

IF 3.1 Q2 BUSINESS
Elaheh Mohammadi, G. Vagnani, Hossein Maleki
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引用次数: 1

摘要

目的本研究旨在探讨服务业企业社会责任(CSR)与顾客及员工满意之间关系的相关概念。设计/方法/方法近十年来的研究文献采用系统回顾的方法进行了分析。通过专题分析和编码最终选定文章的发现,作者提出了企业社会责任与服务公司关键利益相关者(即客户和员工)满意度之间关系的综合框架。研究框架包括六个主要类别,即企业社会责任、满意度、调节因素、条件变量、上下文变量和满意度结果。除了企业社会责任,所有类别都分为客户和员工部分,使研究框架进一步易于理解。研究结果表明,在服务行业,员工和客户同样需要关注,企业社会责任努力满足客户和员工可以为企业带来几个积极的产出。社会影响服务公司未能履行其社会责任可能会损害环境、社会道德和法律以及公司的长期盈利能力。另一方面,遵守企业社会责任可以促进社会发展和经济增长。原创性/价值本研究是企业社会责任和满意度领域最全面的研究之一,它同时考虑了服务公司的两个关键利益相关者。此外,它还为进一步研究提供了宝贵的途径。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Corporate social responsibility and satisfaction in service industries: a systematic review and integrative framework
Purpose The present study aims to explore the concepts involved in the relationship between corporate social responsibility (CSR) and customer and employee satisfaction in service industries. Design/methodology/approach The research literature over the recent decade has been analyzed using a systematic review. Through thematic analysis and coding the findings of the final selected articles, the authors presented an integrative framework of the relationship between CSR and the satisfaction of critical stakeholders of service companies, namely, customers and employees. Findings The research framework encompasses six main categories called CSR, satisfaction, moderators, conditional variables, contextual variables and satisfaction outcomes. All categories but CSR are divided into customer and employee sections to make the research framework further comprehensible. Practical implications The results show that in service industries, employees need as much attention as customers, and CSR efforts to satisfy customers and employees can lead to several positive outputs for companies. Social implications Failure of service companies to commit to their social responsibility may harm the environment, society’s ethics and laws and long-term corporate profitability. On the other hand, adherence to CSR can lead to social development and economic growth. Originality/value This study is one of the most comprehensive studies in the field of CSR and satisfaction, which simultaneously considers the two key stakeholders of a service company. In addition, it provides valuable avenues for further studies.
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来源期刊
CiteScore
5.60
自引率
18.80%
发文量
35
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