Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance
The interaction impacts of corporate social responsibility (CSR) and service quality (SQ) on customer satisfaction, job satisfaction, and financial performance are investigated in the context of shipping. Interviews were conducted, and surveys were administered on 156 shipping firms with operations...
| Main Authors: | , , , |
|---|---|
| Other Authors: | |
| Format: | Journal Article |
| Language: | English |
| Published: |
2020
|
| Subjects: | |
| Online Access: | https://hdl.handle.net/10356/140043 |
| _version_ | 1811696789770731520 |
|---|---|
| author | Yuen, Kum Fai Thai, Vinh V. Wong, Yiik Diew Wang, Xueqin |
| author2 | School of Civil and Environmental Engineering |
| author_facet | School of Civil and Environmental Engineering Yuen, Kum Fai Thai, Vinh V. Wong, Yiik Diew Wang, Xueqin |
| author_sort | Yuen, Kum Fai |
| collection | NTU |
| description | The interaction impacts of corporate social responsibility (CSR) and service quality (SQ) on customer satisfaction, job satisfaction, and financial performance are investigated in the context of shipping. Interviews were conducted, and surveys were administered on 156 shipping firms with operations in Singapore. The collected data were analysed using structural equation modelling. The results showed that: (1) customer and job satisfaction fully-mediate the link between corporate level associations (i.e. CSR and SQ) and shipping firms’ financial performance; (2) CSR and SQ complement each other in driving job and customer satisfaction; (3) the interaction between CSR and SQ produces synergistic effects on customer satisfaction but compensatory effects on job satisfaction. The results suggest that the decision to implement CSR is contingent on the motivation of a firm as well as its current SQ capability. This paper contributes to the literature by reconciling the conflicting views on managing SQ performance and corporate social performance based on stakeholder theory, economic theory of complementarities and perceived value theory. |
| first_indexed | 2024-10-01T07:44:57Z |
| format | Journal Article |
| id | ntu-10356/140043 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2024-10-01T07:44:57Z |
| publishDate | 2020 |
| record_format | dspace |
| spelling | ntu-10356/1400432020-05-26T05:32:36Z Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance Yuen, Kum Fai Thai, Vinh V. Wong, Yiik Diew Wang, Xueqin School of Civil and Environmental Engineering Engineering::Civil engineering Corporate Social Responsibility Service Quality The interaction impacts of corporate social responsibility (CSR) and service quality (SQ) on customer satisfaction, job satisfaction, and financial performance are investigated in the context of shipping. Interviews were conducted, and surveys were administered on 156 shipping firms with operations in Singapore. The collected data were analysed using structural equation modelling. The results showed that: (1) customer and job satisfaction fully-mediate the link between corporate level associations (i.e. CSR and SQ) and shipping firms’ financial performance; (2) CSR and SQ complement each other in driving job and customer satisfaction; (3) the interaction between CSR and SQ produces synergistic effects on customer satisfaction but compensatory effects on job satisfaction. The results suggest that the decision to implement CSR is contingent on the motivation of a firm as well as its current SQ capability. This paper contributes to the literature by reconciling the conflicting views on managing SQ performance and corporate social performance based on stakeholder theory, economic theory of complementarities and perceived value theory. 2020-05-26T05:32:36Z 2020-05-26T05:32:36Z 2018 Journal Article Yuen, K. F., Thai, V. V., Wong, Y. D., & Wang, X. (2018). Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance. Transportation Research Part A: Policy and Practice, 113, 397-409. doi:10.1016/j.tra.2018.04.008 965-8564 https://hdl.handle.net/10356/140043 10.1016/j.tra.2018.04.008 2-s2.0-85046795616 113 397 409 en Transportation Research Part A: Policy and Practice © 2018 Elsevier Ltd. All rights reserved. |
| spellingShingle | Engineering::Civil engineering Corporate Social Responsibility Service Quality Yuen, Kum Fai Thai, Vinh V. Wong, Yiik Diew Wang, Xueqin Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance |
| title | Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance |
| title_full | Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance |
| title_fullStr | Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance |
| title_full_unstemmed | Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance |
| title_short | Interaction impacts of corporate social responsibility and service quality on shipping firms’ performance |
| title_sort | interaction impacts of corporate social responsibility and service quality on shipping firms performance |
| topic | Engineering::Civil engineering Corporate Social Responsibility Service Quality |
| url | https://hdl.handle.net/10356/140043 |
| work_keys_str_mv | AT yuenkumfai interactionimpactsofcorporatesocialresponsibilityandservicequalityonshippingfirmsperformance AT thaivinhv interactionimpactsofcorporatesocialresponsibilityandservicequalityonshippingfirmsperformance AT wongyiikdiew interactionimpactsofcorporatesocialresponsibilityandservicequalityonshippingfirmsperformance AT wangxueqin interactionimpactsofcorporatesocialresponsibilityandservicequalityonshippingfirmsperformance |