Impact of corporate social responsibility on customer loyalty: Evidence from the Vietnamese jewellery industry

References

• Ahearne, M., Bhattacharya, C. B., & Gruen, T. (2005). Antecedents and consequences of customer company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90(3), 574–27. https://doi.org/10.1037/0021-9010.90.3.574
   PubMed Web of Science ®Google Scholar
• Aldlaigan, A., & Buttle, F. A. (2005). Beyond satisfaction: Customer attachment to retail banks. International Journal of Bank Marketing, 23(4), 349–359. https://doi.org/10.1108/02652320510603960
   Google Scholar
• Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. Journal of Marketing, 58(3), 53–66. https://doi.org/10.1177/002224299405800304
   Web of Science ®Google Scholar
• Asatryan, R. (2012). The effect of CSR initiatives on customer loyalty in the airline industry. Mathematics and Computers in Contemporary Science, 66–71. http://wseas.us/e-library/conferences/2013/Milan/ICMA/ICMA-10.pdf
   Google Scholar
• Athanassopoulos, A. D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research, 47(3), 191–207. https://doi.org/10.1016/S0148-2963(98)00060-5
   Web of Science ®Google Scholar
• Aurier, P., & N’goala, G. (2010). The differing and mediating roles of trust and relationship commitment in service relationship maintenance and development. Journal of the Academy of Marketing Science, 38(3), 303–325. https://doi.org/10.1007/s11747-009-0163-z
   Web of Science ®Google Scholar
• Bachelet, D. (1995). Measuring Satisfaction; or the chain, the tree and the nest. In Customer satisfaction research. Amsterdam, Netherlands: ESOMAR.
   Google Scholar
• Bagozzi, R. P. (1978). The construct validity of the affective, behavioral, and cognitive components of attitude by analysis of covariance structures. Multivariate Behavioral Research, 13(1), 9–31. https://doi.org/10.1207/s15327906mbr1301_2
   PubMed Web of Science ®Google Scholar
• Balqiah, T. E., Setyowardhani, H., & Khairani. (2011). The influence of corporate social responsibility activity toward customer loyalty through improvement of quality of life in urban area. The South East Asian Journal of Management, V(1), 73–90.
   Google Scholar
• Bansal, H. S., & Voyer, P. A. (2000). World-of-mouth processes within a services purchase decision context. Journal of Service Research, 3(2), 166–177. https://doi.org/10.1177/109467050032005
   Google Scholar
• Berry, L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128–137. https://doi.org/10.1177/0092070300281012
   Web of Science ®Google Scholar
• Bhattacharya, C. B., Korschun, D., & Sen, S. (2009). Strengthening stakeholder–company relationships through mutually beneficial corporate social responsibility initiatives. Journal Business Ethics, 85(S2), 257–272. https://doi.org/10.1007/s10551-008-9730-3
   Web of Science ®Google Scholar
• Bhattacharya, C. B., & Sen, S. (2003). Consumer–company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76–88. https://doi.org/10.1509/jmkg.67.2.76.18609
   Web of Science ®Google Scholar
• Bibb, S., & Kourdi, J. (2007). A Question of Trust (1 ed.). Marshall Cavendish.
   Google Scholar
• Bloemer, J., Ruyter, K. D., & Peeters, P. (1998). Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction. International Journal of Bank Marketing, 16(7), 276–286. https://doi.org/10.1108/02652329810245984
   Google Scholar
• Boulouta, I., & Pitelis, C. (2014). Who needs csr? The impact of corporate social responsibility on national Competitiveness. Journal of Business Ethics, 119(3), 349–364. https://doi.org/10.1007/s10551-013-1633-2
   Web of Science ®Google Scholar
• Breckler, S. J. (1984). Empirical validation of affect, behavior, and cognition as distinct components of attitude. Journal of Personality and Social Psychology, 47(6), 1191–1205. https://doi.org/10.1037/0022-3514.47.6.1191
   PubMed Web of Science ®Google Scholar
• Bristor, J. (1990). Enhanced explanations of word of mouth communications: The power of relationships. Research in Consumer Behavior, 4(1), 51–83.
   Google Scholar
• Brown, T. J., & Dacin, P. A. (1997). The company and the product: Corporate associations and consumer product responses. The Journal of Marketing, 61(1), 68–84. https://doi.org/10.1177/002224299706100106
   Web of Science ®Google Scholar
• Bustamante, S. 2018. CSR, trust and the employer brand. IMB, Berlin: The institute of management Berlin at the berlin school of economics and law (HWR. No. 96, Berlin School of EcoNomics and Law (HWRBerlin).
   Google Scholar
• Carmines, E. G., & McIver, J. P. (1981). Analyzing models with unobserved variables: Analysis of covariance structures. In G. W. Bohrnstedt, & E. F. Borgatta (Eds.), Social measurement: Current Issues (pp. 65–115). Beverly Hills, CA: Sage Publications, Inc.
   Google Scholar
• Carroll, A. B. (1979). A three-dimensional conceptual model of corporate social performance. Academy of Management Review, 4(4), 497–505. https://doi.org/10.2307/257850
   Google Scholar
• Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34(4), 39–48. https://doi.org/10.1016/0007-6813(91)90005-G
   Google Scholar
• Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255
   Web of Science ®Google Scholar
• Chiou, J., & Pan, L. (2009). Antecedents of internet retailing loyalty: Dfferences between heavy versus light shoppers. Journal of Business and Psychology, 24(3), 327–339. https://doi.org/10.1007/s10869-009-9111-7
   Web of Science ®Google Scholar
• Choi, B., & La, S. (2013). The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery. The Journal of Services Marketing, 27(3), 223–233. https://doi.org/10.1108/08876041311330717
   Web of Science ®Google Scholar
• Choi, S., & Ng, A. (2011). Environmental and economic dimensions of sustainability and price effects on consumer responses. Journal of Business Ethics, 104(2), 269–282. https://doi.org/10.1007/s10551-011-0908-8
   Web of Science ®Google Scholar
• Chung, L. H., & Parker, L. D. (2010). Managing social and environmental action and accountability in the hospitality industry: A Singapore perspective. Accounting Forum, 34(1), 46–53. https://doi.org/10.1016/j.accfor.2009.10.003
   Google Scholar
• Darby, M., & Karni, E. (1973). Free competition and the optimal amount of fraud. Journal Law and Economics, 16(1), 67–88. https://doi.org/10.1086/466756
   Web of Science ®Google Scholar
• Davis, K. (1960). Can business afford to ignore social responsibilities? California Management Review, 2(3), 70–76. https://doi.org/10.2307/41166246
   Web of Science ®Google Scholar
• Davis, K. (1975). Blomstrom. Business and society: Environment and responsibility (3 ed.). McGraw-Hill Book Company.
   Google Scholar
• Day, G. (1971). Attitude change, media, and word of mouth. Journal of Advertising Research, 11(6), 31–40.
   Web of Science ®Google Scholar
• De Los Salmones, M. D. M., Crespo, A. H., & Del Bosque, I. R. (2005). Influence of corporate social responsibility on loyalty and valuation of services. Journal of Business Ethics, 61(4), 369–385. https://doi.org/10.1007/s10551-005-5841-2
   Web of Science ®Google Scholar
• Deng, X., & Xu, Y. (2017). Consumers’ responses to corporate social responsibility initiatives: The mediating role of Consumer–Company Identification. Journal of Business Ethics, 142(3), 515–526. https://doi.org/10.1007/s10551-015-2742-x
   Web of Science ®Google Scholar
• Dimitriadis, S., Kouremenos, A., & Kyrezis, N. (2011). Trust-based segmentation: Preliminary evidence from technology-enabled bank channels. International Journal of Bank Marketing, 29(1), 5–31. https://doi.org/10.1108/02652321111101356
   Google Scholar
• Du, S., Bhattacharya, C. B., & Sen, S. (2007). Reaping relational rewards from corporate social responsibility. The Role of competitive positioning. International Journal of Research in Marketing, 24(3), 224–241. https://doi.org/10.1016/j.ijresmar.2007.01.001
   Web of Science ®Google Scholar
• Edvardsson, B., Johnson, M. D., Gustafsson, A., & Strandvik, T. (2000). The effects of satisfaction and loyalty on profits and growth: Products versus services. Total Quality Management, 11(7), 917–927. https://doi.org/10.1080/09544120050135461
   Web of Science ®Google Scholar
• El-Garaihy, W. H., Mobarak, A.-K. M., & Albahussain, S. A. (2014). Measuring the impact of corporate social responsibility practices on competitive advantage: A mediation role of reputation and customer satisfaction. International Journal of Business and Management, 9(5), 109–124. https://doi.org/10.5539/ijbm.v9n5p109
   Google Scholar
• Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. Journal of Service Research, 8(4), 330–345. https://doi.org/10.1177/1094670506286325
   Web of Science ®Google Scholar
• File, K. M., Cermak, D. S. P., & Prince, R. A. (1994). Word-of-mouth effects in professional services buyer behaviour. The Service Industries Journal, 14(3), 301–314. https://doi.org/10.1080/02642069400000035
   Web of Science ®Google Scholar
• Flint, D. J., Blocker, C. P., Philip, J., & Boutin, Jr. (2011). Customer value anticipation, customer satisfaction and loyalty: An empirical examination. Industrial Marketing Management, 40(2), 219–230. https://doi.org/10.1016/j.indmarman.2010.06.034
   Web of Science ®Google Scholar
• Fu, H., Li, Y., & Duan, Y. (2014). Does employee-perceived reputation contribute to citizenship behavior? The mediating role of organizational commitment. International Journal of Contemporary Hospitality Management, 26(4), 593–609. https://doi.org/10.1108/IJCHM-02-2013-0082
   Web of Science ®Google Scholar
• Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1–19. https://doi.org/10.1177/002224299405800201
   Web of Science ®Google Scholar
• Gefen, D. (2000). E-commerce: The Role of Familiarity and Trust. The International Journal of Management Science, 28(6), 725–737. https://doi.org/10.1016/S0305-0483(00)00021-9
   Web of Science ®Google Scholar
• González, J., De Boeck, P., & Tuerlinckx, F. (2009). A double-structure structural equation model for three-mode data. Psychological Methods, 13(4), 337–353. https://doi.org/10.1037/a0013269
   Web of Science ®Google Scholar
• Grier, S., & Forehand, M. (2003). When is honesty the best policy? The effect of stated company intent on consumer skepticism. Journal of Consumer Psychology, 13(3), 349–356. https://doi.org/10.1207/S15327663JCP1303_15
   Web of Science ®Google Scholar
• Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36–44. https://doi.org/10.1108/EUM0000000004784
   Web of Science ®Google Scholar
• Gul, R. (2014). The relationship between reputation, customer satisfaction, trust, and loyalty. Journal of Public Administration and Governance, 4(3), 368. https://doi.org/10.5296/jpag.v4i3.6678
   Google Scholar
• Gummesson, E. (1994). Broadening and specifying relationship marketing. Asia-Australia Marketing Journal, 2(1), 10–30. https://doi.org/10.1016/S1320-1646(94)70276-8
   Google Scholar
• Gwinner, K. P., Gremler, D., & Bitner, M. J. (1998). Relationship benefits in services industries: The customer’s perspective. Journal of the Academy of Marketing Science, 26(2), 101–114. https://doi.org/10.1177/0092070398262002
   Web of Science ®Google Scholar
• Hair, J. F. J., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5 ed.). Prentice Hall, Upper Saddle River.
   Google Scholar
• Hair, J. J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7 ed.). Prentice Hall.
   Google Scholar
• Hajli, M. (2013). A research framework for social commerce adoption. Information Management & Computer Security, 21(3), 144–154. https://doi.org/10.1108/IMCS-04-2012-0024
   Google Scholar
• Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42. https://doi.org/10.1108/09564239610129931
   Google Scholar
• Hansen, S., Duane, D., Benjamin, B., Boss, A., & Boss, R. W. (2011). Corporate social responsibility and the benefits of employee trust: A cross-disciplinary perspective. Journal of Business Ethics, 102(1), 29–45. https://doi.org/10.1007/s10551-011-0903-0
   Web of Science ®Google Scholar
• Harrison-Walker, L. (2001). The measurement of word-of-mouth Communication and an investigation of service quality and customer commitment as Potential Antecedents. Journal of Service Research, 4(1), 60–75. https://doi.org/10.1177/109467050141006
   Google Scholar
• Haywood, K. (1989). Managing Word of Mouth Communications. Journal of Services Marketing, 3(2), 55–67. https://doi.org/10.1108/EUM0000000002486
   Google Scholar
• He, H., & Li, Y. (2011). CSR and service brand: The mediating effect of brand identification and moderating effect of service quality. Journal of Business Ethics, 100(4), 673–688. https://doi.org/10.1007/s10551-010-0703-y
   Web of Science ®Google Scholar
• Hikkerova, L. (2011). The effectiveness of loyalty programs: An application in the hospitality industry. International Journal of Business, 16(2), 150–164. https://ijb.cyut.edu.tw/var/file/10/1010/img/857/V162-3.pdf
   Google Scholar
• Homburg, C., & Giering, A. (2001). Personal characteristics as moderators of the relationship between customer satisfaction and loyalty?an empirical analysis. Psychology and Marketing, 18(1), 43–66. https://doi.org/10.1002/1520-6793(200101)18:1<43::AID-MAR3>3.0.CO;2-I
   Web of Science ®Google Scholar
• Hosmer, L. (1994). Strategic planning as if ethics mattered. Strategic Management Journal, 15(2), 17–34. doi:
   Google Scholar
• Hsu, S. H. (2008). Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index. Expert Systems with Applications, 34(4), 3033–3042. https://doi.org/10.1016/j.eswa.2007.06.036
   Web of Science ®Google Scholar
• Hur, W.-M., Kim, Y., & Park, K. (2013). Assessing the effects of perceived value and satisfaction on customer loyalty: A ‘Green’ perspective. Corporate Social Responsibility and Environmental Management, 20(3), 146–156. https://doi.org/10.1002/csr.1280
   Web of Science ®Google Scholar
• Johnson, H. (1971). Business in contemporary society: Framework and issues. Wadsworth.
   Google Scholar
• Jones, K., & Leonard, L. N. K. (2008). Trust in consumer to consumer electronic commerce. Information & Management, 45(2), 88–95. https://doi.org/10.1016/j.im.2007.12.002
   Web of Science ®Google Scholar
• Kassim, N. M., & Abdullah, N. A. (2008). Customer loyalty in e-commerce settings: An empirical study. Electronic Markets, 18(3), 275–290. https://doi.org/10.1080/10196780802265843
   Google Scholar
• Kaur, H., Soch, H., & Goyal, A. (2013). Mediating roles of commitment and corporate image in the formation of customer loyalty. Journal of Indian Business Research, 5(1), 33–51. https://doi.org/10.1108/17554191311303376
   Google Scholar
• Kishada, Z. M. E., & Wahab, N. A. (2013). Factors affecting customer loyalty in islamic banking: Evidence from Malaysian Banks. International Journal of Business and Social Science, 4(7), 264–273.http://www.ijbssnet.com/journals/Vol_4_No_7_July_2013/29.pdf
   Google Scholar
• Kline, R. (1998). Principles and practice of structural equation modeling. Guilford Press.
   Google Scholar
• Kotler, P., Keller, K., Koshy, A., & Jha, M. (2007). Marketing Management: A South Asian Perspective (12 ed.). Pearson Education.
   Google Scholar
• Kotler, P. (2000). Marketing management (Millennium Edition. 10 ed.). Prentice Hall.
   Google Scholar
• Kotler, P. (2003). Marketing management, an asian perspective (3 ed.). Prentice Hall, Pearson Education Asia Pte. Ltd.
   Google Scholar
• Lam, S. Y., Shankar, V., Eramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311. https://doi.org/10.1177/0092070304263330
   Web of Science ®Google Scholar
• Laroche, M., Ueltschy, L. C., Abe, S., Cleveland, M., & Yannopoulos, P. P. (2004). Service quality perceptions and customer satisfaction: Evaluating the role of culture. Journal of International Marketing, 12(3), 58–85. https://doi.org/10.1509/jimk.12.3.58.38100
   Web of Science ®Google Scholar
• Lee, J., Lee, J., & Feick, L. (2001). The impact of switching costs on the customer satisfaction–loyalty link: Mobile phone service in France. Journal of Services Marketing, 15(1), 35–48. https://doi.org/10.1108/08876040110381463
   Google Scholar
• Lee, K.-Y., Huang, H.-L., & Hsu, Y.-C. (2007). Trust, satisfaction and commitment on loyalty to international retail service brands. Asia Pacific Management Review, 12(3), 161–169.
   Google Scholar
• Leverin, A., & Liljander, V. (2006). Does relationship marketing improve customer relationship satisfaction and loyalty? The International Journal of Bank Marketing, 24(4), 232–251. https://doi.org/10.1108/02652320610671333
   Google Scholar
• Li, Y., Fu, H., & Huang, S. (2015). Does conspicuous decoration style influence customer’s intention to purchase? The moderating effect of CSR practices. International Journal of Hospitality Management, 51(2015), 19–29. https://doi.org/10.1016/j.ijhm.2015.08.008
   Web of Science ®Google Scholar
• Liljander, V., & Roos, I. (2002). Customer-relationship levels – From spurious to true relationships. Journal of Services Marketing, 16(7), 593–614. https://doi.org/10.1108/08876040210447333
   Google Scholar
• Luo, X., & Bhattacharya, C. B. (2006). Corporate social responsibility, customer satisfaction, and market value. Journal of Marketing, 70(4), 1–18. https://doi.org/10.1509/jmkg.70.4.001
   Web of Science ®Google Scholar
• Maignan, I., & Ferrell, O. C. (2001). Corporate citizenship as a marketing instrument - Concepts, evidence and research directions. European Journal of Marketing, 35(3/4), 457–484. https://doi.org/10.1108/03090560110382110
   Web of Science ®Google Scholar
• Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122–133. https://doi.org/10.1108/08876041111119840
   Web of Science ®Google Scholar
• Maqbool, S., & Zameer, M. (2018). Corporate social responsibility and financial performance: An empirical analysis of Indian banks. Future Business Journa, 4(1), 84–93. https://doi.org/10.1016/j.fbj.2017.12.002
   Web of Science ®Google Scholar
• Martínez, P., & Del Bosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35(2013), 89–99. https://doi.org/10.1016/j.ijhm.2013.05.009
   Web of Science ®Google Scholar
• McGuire, J. (1963). Business and Society (1 ed.). McGraw-Hill.
   Google Scholar
• McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: An integrative topology. Journal of Information Systems Research, 13(3), 334–359. https://doi.org/10.1287/isre.13.3.334.81
   Web of Science ®Google Scholar
• McWilliams, A., & Siegel, D. S. (2001). Corporate social responsibility: A theory of the firm perspective. Academy of Management Review, 26(1), 117–127. https://doi.org/10.5465/amr.2001.4011987
   Web of Science ®Google Scholar
• Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38. https://doi.org/10.1177/002224299405800302
   Web of Science ®Google Scholar
• Murray, K. B., & Schlacter, J. L. (1990). The impact of services versus goods on consumers’s assesment of perceived risk and variability. Journal of the Academy of Marketing Science, 18(1), 51–65. https://doi.org/10.1007/BF02729762
   Google Scholar
• Murray, K. (1991). A test of services marketing theory: Consumer information acquisition activities. Journal of Marketing, 55(1), 10–25. https://doi.org/10.1177/002224299105500102
   Web of Science ®Google Scholar
• Nachtigall, C., Kroehne, U., Funke, F., & Steyer, R. (2003). (Why) should we use SEM? Pros and Cons of structural equation modeling. Methods of Psychological Research Online, 8(2), 1–22. https://www.academia.edu/21112824/_Why_Should_We_Use_SEM_Pros_and_Cons_of_Structural_Equation_Modeling
   Google Scholar
• Nguyen, T. D., Nguyen, T. T. M., & Barrett, N. J. (2008). Consumer ethnocentrism, cultural sensitivity, and intention to purchase local products—evidence from Vietnam. Journal of Consumer Behaviour, 7(1), 88–100. https://doi.org/10.1002/cb.238
   Google Scholar
• Ofori, K. S., Boakye, K., & Narteh, B. (2018). Factors influencing consumer loyalty towards 3G mobile data service providers: Evidence from Ghana. Total Quality Management & Business Excellence, 29(5–6), 580–598. https://doi.org/10.1080/14783363.2016.1219654
   Web of Science ®Google Scholar
• Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer (1 ed.). McGraw-Hill.
   Google Scholar
• Paek, S., Xiao, Q., Lee, S., & Song, H. (2013). Does managerial ownership affect different corporate social responsibility dimensions? An empirical examination of U.S. publicly traded hospitality firms. International Journal of Hospitality Management, 34(1), 423–433. https://doi.org/10.1016/j.ijhm.2012.12.004
   Web of Science ®Google Scholar
• Paridon, T. (2008). Consumer self-confidence and patronage intensity heuristics in shopping focused word of mouth communication. Marketing Management Journal, 18(1), 84–99. http://www.mmaglobal.org/publications/MMJ/MMJ-Issues/2008-Spring/MMJ-2008-Spring-Vol18-Issue1-Complete.pdf#page=90
   Google Scholar
• Patrick, A. (2002). Building trustworthy software agents. IEEE Internet Computing, 6(6), 46–53. https://doi.org/10.1109/MIC.2002.1067736
   Web of Science ®Google Scholar
• Peloza, J., & Shang, J. (2011). How can CSR activities create value for stakeholders? A systematic review. Journal of the Academy of Marketing Science, 39(1), 117–135. https://doi.org/10.1007/s11747-010-0213-6
   Web of Science ®Google Scholar
• Phi, H. (2018). Factors affecting service quality at Vietnamese retail banks. <![cdata[banks and Bank Systems]]>, 13(2), 39–48. https://doi.org/10.21511/bbs.13(2).2018.04
   Google Scholar
• Porter, M. E., & Kramer, M. R. (2006). Strategy & society: The link between competitive advantage and corporate social responsibility. Harvard Business Review, 84(12), 78–92. https://hazrevista.org/wp-content/uploads/strategy-society.pdf
   PubMed Web of Science ®Google Scholar
• Raman, M., Lim, W., & Nair, S. (2012). The impact of corporate social responsibility on consumer loyalty. Kajian Malaysia, 30(2), 71–93. http://web.usm.my/km/30(2)2012/KM%2030%20(2)%20ART%204%20(71-93).pdf
   Google Scholar
• Ranaweera, C., & Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth. Journal of Targeting, Measurement and Analysis for Marketing, 12(1), 82–90. https://doi.org/10.1057/palgrave.jt.5740100
   Google Scholar
• Rashid, M., Abdeljawad, I., Ngalim, S. M., & Hassan, M. K. (2013). Customer Centric Corporate Social Responsibility: A Framework for Islamic Banks on Ethical Efficiency. Management Research Review, 36(4), 359–378. https://doi.org/10.1108/01409171311314978
   Google Scholar
• Reichheld, F. F. (1993). Loyalty-based management. Harvard Business Review, 71(2), 64–73. https://hbr.org/1993/03/loyalty-based-management
   PubMed Web of Science ®Google Scholar
• Rhou, Y., Singal, M., & Koh, Y. (2016). CSR and financial performance: The role of CSR awareness in the restaurant industry. International Journal of Hospitality Management, 57(2016), 30–39. https://doi.org/10.1016/j.ijhm.2016.05.007
   Web of Science ®Google Scholar
• Roland, K., & Kunz, W. H. (2010). Consumer trust in service companies: A multiple mediating analysis. Journal of Service Theory and Practice, 20(1), 1–35. https://doi.org/10.1108/09604521011011603.
   Google Scholar
• Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market share. Journal of Retailing, 69(2), 193–215. https://doi.org/10.1016/0022-4359(93)90003-2
   Web of Science ®Google Scholar
• Salmones, M. D. M. G. D. L., Crespo, A. H., & Bosque, I. R. D. (2005b). Influence of Corporate Social Responsibility on Loyalty and Valuation of Services. Journal of Business Ethics, 61(4), 369–385. doi:https://doi.org/10.1007/s10551-005-5841-2
   Web of Science ®Google Scholar
• Schoorman, F., David, M., Roger, C., & Davis, J. H. (2007). An integrative model of organizational trust: Past, present, and future. Academy of Management Review, 32(2), 344–354. https://doi.org/10.5465/amr.2007.24348410
   Web of Science ®Google Scholar
• Schumacker, R., & Lomax, R. (2004). A beginner’s guide to structural equation modeling (2 ed.). Erlbaum.
   Google Scholar
• Sen, S., & Bhattacharya, C. B. (2001). Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research, 38(2), 225–243. https://doi.org/10.1509/jmkr.38.2.225.18838
   Web of Science ®Google Scholar
• Sen, S. (2006). The role of corporate social responsibility in strengthening multiple stakeholder relationships: A field experiment. Journal of the Academy of Marketing Science, 34(2), 158–166. https://doi.org/10.1177/0092070305284978
   Web of Science ®Google Scholar
• 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, 2014, 1–12. https://doi.org/10.1002/csr.1352
   Google Scholar
• Stanisavljevíc, M., 2017. The analysis of CSR reports of Serbian companies. ENTRENOVA - ENTerprise REsearch InNOVAtion, 3(1), pp. 284–291. Retrieved from https://hrcak.srce.hr/ojs/index.php/entrenova/article/view/14090
   Google Scholar
• Still, R. R., James, H., Barnes, J., & Kooyman, M. E. (1984). Word-of-mouth Communication in Low-risk Product Decisions. International Journal of Advertising, 3(4), 335–345. https://doi.org/10.1080/02650487.1984.11105032
   Google Scholar
• Sureshchandar, G. S., Rajendran, C., & Anantharaman, R. N. (2002). The relationship between service quality and customer satisfaction – A factor specific approach. Journal of Services Marketing, 16(4), 363–379. https://doi.org/10.1108/08876040210433248
   Google Scholar
• Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16–35. https://doi.org/10.1177/0092070301291002
   Web of Science ®Google Scholar
• Tingchi Liu, M., Anthony Wong, I., Shi, G., Chu, R., & Brock, J. L. (2014). The impact of corporate social responsibility (CSR) performance and perceived brand quality on customer-based brand preference. Journal of Services Marketing, 28(3), 181–194. https://doi.org/10.1108/JSM-09-2012-0171
   Web of Science ®Google Scholar
• Yi, Y. (1990). A critical review of consumer satisfaction. In V. A. Zeithamel (Ed.), Review of marketing (pp. 68–123). American Marketing Association.
   Google Scholar
• Youn, H., Lee, K., & Lee, S. (2018). Effects of corporate social responsibility on employees in the casino industry. Tourism Management, 68(2018), 328–335. https://doi.org/10.1016/j.tourman.2018.03.018
   Web of Science ®Google Scholar
• Yuksel, A., Yuksel, F., & Bilim, Y. (2010). Destination attachment: Effects on customer satisfaction and cognitive, affective and conative loyalty. Tourism Management, 31(2), 274–284. https://doi.org/10.1016/j.tourman.2009.03.007
   Web of Science ®Google Scholar
• Yusof, J. M., Manan, H. A., Karim, N. A., & Kassim, N. A. M., 2015. Customer’s loyalty effects of CSR initiatives. Chung-Ang University, Seoul, South Korea, The asian conference on environment-behaviour studies.
   Google Scholar
• Zeithaml, V. A., Berry, L. L., & Parasuraman, A. V. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.1177/002224299606000203
   Web of Science ®Google Scholar
• Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing: Integrating customer focus across the firm. McGraw-Hill.
   Google Scholar
• Zhao, Y., & Lavin, M. (2012). An empirical study of knowledge transfer in working relationships with suppliers in new product development. International Journal of Innovation Management, 16(2), 2612500131. https://doi.org/10.1142/S1363919612003782
   Google Scholar
• Mar Garcia-De, los Salmones, Ángel, Herrero-Crespo, & Ignacio, Rodríguez-del-Bosque, 2005. Influence of Corporate Social Responsibility on Loyalty and Valuation of Services. Journal of Business Ethics, 61(4), pp. 369–385.
   Web of Science ®Google Scholar
• Lim, G. E. 2011. Reward firms with CSR initiatives. The Star, 23 January
   Google Scholar
• Osakwe, C. N., & Yusuf, T. O. (2021). CSR: A roadmap towards customer loyalty. Total Quality Management & Business Excellence, 32(13–14), 1424–1440.
   Web of Science ®Google Scholar
• Freeman, E. 1984. Strategic Management: A Stakeholder Approach. Boston, MA: Pitman.
   Google Scholar
• Walsh, J. P., (2005) Taking stock of stakeholder management. Academy of Management Review, 30(2), 426–438.
   Web of Science ®Google Scholar
• Andrea, S., Lwin, M., & Murphy, P. 2011. Consumer Perceptions of the Antecedents and Consequences of Corporate Social Responsibility. Journal of Business Ethics, 102(1), pp. 47–55.
   Web of Science ®Google Scholar
• Liang, C.C.L., & Wong, W.W.W., 2004. Integrative research into the financial services industry in Taiwan: Relationship bonding tactics, relationship quality and behavioural loyalty. Journal of Financial Services Marketing, 10(1), pp. 65–83.
   Google Scholar
• Fang-Yuan, Chen, Yu-Hern, Chang, & Yi-Shi, Lin, 2012. Customer perceptions of airline social responsibility and its effect on loyalty. Journal of Air Transport Management, Volume 20, pp. 49–51.
   Web of Science ®Google Scholar