Please use this identifier to cite or link to this item: https://hdl.handle.net/10356/104494
Title: The impact of corporate social responsibility on customer satisfaction, relationship maintenance and loyalty in the shipping industry
Authors: Shin, Youngran
Thai, Vinh V
Keywords: DRNTU::Engineering::Maritime studies::Maritime management and business
Issue Date: 2014
Source: Shin, Y., & Thai, V. V. (2014). The Impact of Corporate Social Responsibility on Customer Satisfaction, Relationship Maintenance and Loyalty in the Shipping Industry. Corporate Social Responsibility and Environmental Management, 22(6), 381–392 .
Series/Report no.: Corporate social responsibility and environmental management
Abstract: This paper aims to examine the impact of perceived Corporate Social Responsibility (CSR), with a focus on ethical and environment questions related to the constructs of Customer Satisfaction (CS), Relationship Maintenance (RM) and Customer Loyalty (CL), on determining the attitudinal and behavioural loyalty and maintenance of customers in the shipping industry. For this purpose, this study enhances its empirical validity by collecting data from 214 respondents in South Korea and testing the hypothesis using structure equation modelling. It was found that (1) CSR is an effective relationship marketing tool that requires further research to investigate its benefits; (2) Systemic investigation in CSR activities in the shipping industry finds publishing CSR reports the most preferred tool among major shipping companies; and (3) There is a strong empirical evidence which supports that values have a significant impact on the customers’ perception of CSR performance.
URI: https://hdl.handle.net/10356/104494
http://hdl.handle.net/10220/20257
ISSN: 1535-3958
DOI: 10.1002/csr.1352
Schools: School of Civil and Environmental Engineering 
Rights: © 2014 John Wiley & Sons. This is the author created version of a work that has been peer reviewed and accepted for publication by Corporate Social Responsibility and Environmental Management, John Wiley & Sons. It incorporates referee’s comments but changes resulting from the publishing process, such as copyediting, structural formatting, may not be reflected in this document. The published version is available at: http://dx.doi.org/10.1002/csr.1352 .
Fulltext Permission: open
Fulltext Availability: With Fulltext
Appears in Collections:CEE Journal Articles

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