A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry
Corporate social responsibility (CSR) has become a core concept in the context of the hotel industry where it is considered as a significant factor in competition and a firms' survival, primarily because CSR influences customer satisfaction. However, there are still few studies examining the re...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
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Elsevier B.V.
2018
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/26349/1/KJSS%2039%202018%20358%20364.pdf |
| _version_ | 1825805458629197824 |
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| author | Mohammed, Abdulalem Rashid, Basri |
| author_facet | Mohammed, Abdulalem Rashid, Basri |
| author_sort | Mohammed, Abdulalem |
| collection | UUM |
| description | Corporate social responsibility (CSR) has become a core concept in the context of the hotel industry where it is considered as a significant factor in competition and a firms' survival, primarily because CSR influences customer satisfaction. However, there are still few studies examining the relationship between the dimensions of CSR (economic, philanthropic, legal, and ethical) and customer satisfaction, particularly in the Malaysian hotel sector. Additionally, some studies have contended that CSR activities may indirectly affect customer satisfaction, and some factors may potentially mediate the effects of CSR activities on satisfaction. Hence, the present study developed a conceptual model to explain the relationship between the dimensions of CSR, brand image and customer satisfaction. According to the proposed model, CSR dimensions may positively influence customer satisfaction, with brand image mediating the relationship. |
| first_indexed | 2024-07-04T06:32:38Z |
| format | Article |
| id | uum-26349 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:32:38Z |
| publishDate | 2018 |
| publisher | Elsevier B.V. |
| record_format | eprints |
| spelling | uum-263492019-08-28T06:25:39Z https://repo.uum.edu.my/id/eprint/26349/ A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry Mohammed, Abdulalem Rashid, Basri GV Recreation Leisure Corporate social responsibility (CSR) has become a core concept in the context of the hotel industry where it is considered as a significant factor in competition and a firms' survival, primarily because CSR influences customer satisfaction. However, there are still few studies examining the relationship between the dimensions of CSR (economic, philanthropic, legal, and ethical) and customer satisfaction, particularly in the Malaysian hotel sector. Additionally, some studies have contended that CSR activities may indirectly affect customer satisfaction, and some factors may potentially mediate the effects of CSR activities on satisfaction. Hence, the present study developed a conceptual model to explain the relationship between the dimensions of CSR, brand image and customer satisfaction. According to the proposed model, CSR dimensions may positively influence customer satisfaction, with brand image mediating the relationship. Elsevier B.V. 2018 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/26349/1/KJSS%2039%202018%20358%20364.pdf Mohammed, Abdulalem and Rashid, Basri (2018) A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry. Kasetsart Journal of Social Sciences, 39 (2). pp. 358-364. ISSN 24523151 http://doi.org/10.1016/j.kjss.2018.04.001 doi:10.1016/j.kjss.2018.04.001 doi:10.1016/j.kjss.2018.04.001 |
| spellingShingle | GV Recreation Leisure Mohammed, Abdulalem Rashid, Basri A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry |
| title | A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry |
| title_full | A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry |
| title_fullStr | A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry |
| title_full_unstemmed | A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry |
| title_short | A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry |
| title_sort | conceptual model of corporate social responsibility dimensions brand image and customer satisfaction in malaysian hotel industry |
| topic | GV Recreation Leisure |
| url | https://repo.uum.edu.my/id/eprint/26349/1/KJSS%2039%202018%20358%20364.pdf |
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