The mediating impact of airlines’ image in relation of corporate social responsibility and customers’ loyalty: An empirical in Vietnam

References

• Alvarado-Herrera, A., Bigne, E., Aldas-Manzano, J., & Curras-Perez, R. (2017). A scale for measuring consumer perceptions of corporate social responsibility following the sustainable development paradigm. Journal of Business Ethics, 140(2), 243–18. https://doi.org/10.1007/s10551-015-2654-9
   Google Scholar
• Andika, I. P., Putra, A., Nyoman, N., & Yasa, K. (2017). The role of corporate image and satisfaction in mediating the effect of corporate social responsibility on customer loyalty. 19(9), 10–17. https://doi.org/10.9790/487X-1909031017
   Google Scholar
• Anh, N. V., & Nguyễn, T. (2021). The relationship of corporate social responsibility to customer loyalty - A study in Vietnam market. VNUHCM Journal of Economics, Business and Law, 5(1), 1299–1313. https://doi.org/10.32508/stdjelm.v5i1.723
   Google Scholar
• Asatryan, R. (2013). The effect of CSR initiatives on customer loyalty in the airline industry. In Proceedings of the 7th WSEAS International Conference on Business Administration (pp. 66–71)
   Google Scholar
• Asatryan, R., & Asamoah, E. S. (2014). Perceived corporate social responsibility (CSR) activities and the antecedents of customer loyalty in the airline industry. Scientific Papers of the University of Pardubice. Series D, Faculty of Economics and Administration, 32. http://hdl.handle.net/10195/58657
   Google Scholar
• Baumgartner, H., & Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research: A review. International Journal of Research in Marketing, 13(2), 139–161. https://doi.org/10.1016/0167-8116(95)
   Google Scholar
• Bentler, P. M., & Bonett, D. G. (1980). Significance tests and goodness of fit in the analysis of covariance structures. Psychological Bulletin, 88(3), 588–606. https://doi.org/10.1037/0033-2909.88.3.588
   Google Scholar
• Bondesson, N. (2012). Brand image antecedents of loyalty and price premium in business markets. Business and Management Research, 1(1), 32–47. http://dx.doi.org/10.5430/bmr.v1n1p32
   Google Scholar
• Bowen, H. R. (1953). Social responsibilities of the businessman. University of Iowa Press.
   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/10.1177/0312896211432941
   Google Scholar
• Chang, D. S., Chen, S. H., Hsu, C. W., & Hu, A. H. (2015). Identifying strategic factors of the implantation CSR in the airline industry: The case of Asia-Pacific airlines. Sustainability (Switzerland), 7(6), 7762–7783. https://doi.org/10.3390/su7067762
   Google Scholar
• Chen, F., Chang, Y., & Lin, Y. (2012). Customer perceptions of airline social responsibility and its effect on loyalty. Journal of Air Transport Management, 20, 49–51. https://doi.org/10.1016/j.jairtraman.2011.11.007
   Google Scholar
• Chonsalasin, D., Jomnonkwao, S., & Ratanavaraha, V. (2020). Key determinants of airline loyalty modeling in Thailand. Sustainability, 12(10), 4165. https://doi.org/10.3390/su12104165
   Google Scholar
• Cho, S.-J., Song, H.-J., Lee, C.-K., & Lee, S.-K. (2017). The impact of CSR on airline passengers’ corporate image, customer trust, and behavioral intentions: An empirical analysis of safety activity. Korean Journal of Hospitality & Tourism, 26(4), 87–106. https://doi.org/10.24992/kjht.2017.06.26.04.87
   Google Scholar
• Cowper-Smith, A., & de Grosbois, D. (2011). The adoption of corporate social responsibility practices in the airline industry. Journal of Sustainable Tourism, 19(1), 59–77. https://doi.org/10.1080/09669582.2010.498918
   Google Scholar
• Dahlsrud, A. (2008). How corporate social responsibility is defined: An analysis of 37 definitions. Corporate Social Responsibility and Environmental Management, 15(1), 1–13. https://doi.org/10.1002/csr.132
   Google Scholar
• Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
   Google Scholar
• Dimitriadis, E., & Zilakaki, E. (2019). The effect of corporate social responsibility on customer loyalty in mobile telephone companies. International Journal of Economics and Business Administration, 7(4), 433–450. https://www.um.edu.mt/library/oar/handle/123456789/53358
   Google Scholar
• Doll, W. J., Xia, W., & Torkzadeh, G. (1994). A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly, 18(4), 453–461. https://doi.org/10.2307/249524
   Google Scholar
• Dowling, G. R. (1986). Managing your corporate images. Industrial Marketing Management, 15(2), 109–115. https://doi.org/10.1016/0019-8501(86)
   Google Scholar
• Efron, B. (2003). Robbins, empirical Bayes and microarrays. Annals of Statistics, 31(2), 366–378. https://doi.org/10.1214/aos/1051027871
   Google Scholar
• Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
   Google Scholar
• Freeman, R. E., Parmar, B. L., Harrison, J. S., Wicks, A. C., Purnell, L., & de Colle, S. (2010). Stakeholder theory: The state of the art. Academy of Management Annals, 4(1), 403–445. https://doi.org/10.1080/19416520.2010.495581
   Google Scholar
• Geraldine, O. (2013). Effects of airline service quality on airline image and passengers loyalty: Findings from Arik Air Nigeria passengers. Journal of Hospitality Management and Tourism, 4(2), 19–28. https://doi.org/10.5897/jhmt2013.0089
   Google Scholar
• Gray, E. R., & Balmer, J. M. T. (1998). Managing corporate image and corporate reputation. Long Range Planning, 31(5), 695–702. https://doi.org/10.1016/S0024-6301(98)
   Google Scholar
• Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? the role of corporate image. Social Responsibility Journal, 13(3), 409–427. https://doi.org/10.1108/SRJ-10-2016-0177
   Google Scholar
• Hagmann, C., Semeijn, J., & Vellenga, D. B. (2015). Exploring the green image of airlines: Passenger perceptions and airline choice. Journal of Air Transport Management, 43, 37–45. https://doi.org/10.1016/j.jairtraman.2015.01.003
   Google Scholar
• Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate data analysis (7 edition) ed.). Pearson Prentice Hall.
   Google Scholar
• Han, H., Al-ansi, A., Chi, X., Baek, H., & Lee, K. (2020). Impact of environmental CSR, service quality, emotional attachment, and price perception on word-of-mouth for full-service airlines. Sustainability, 12(3974), 1–17. https://doi.org/10.3390/su12229625
   Google Scholar
• Han, H., Yu, J., & Kim, W. (2019). Environmental corporate social responsibility and the strategy to boost the airline’s image and customer loyalty intentions. Journal of Travel and Tourism Marketing, 36(3), 371–383. https://doi.org/10.1080/10548408.2018.1557580
   Google Scholar
• He, H., & Harris, L. (2020). The impact of Covid-19 pandemic on corporate social responsibility and marketing philosophy. Journal of Business Research, 116, 176–182. https://doi.org/10.1016/j.jbusres.2020.05.030
   Google Scholar
• Hoang, A. T. 2021. The influence of social responsibility on customer loyalty in Da Nang tourism industry. Asia Pacific Economic Review, 568, In Vietnamese, 46–48.
   Google Scholar
• Hoang, A. T. (2021). The influence of social responsibility on customer loyalty in Da Nang tourism industry. Asia Pacific Economic Review (In Vietnamese), 568, 46–48. https://tapchicongthuong.vn/bai-viet/co-so-ly-thuyet-va-mo-hinh-nghien-cuu-ve-anh-huong-cua-cam-nhan-trach-nhiem-xa-hoi-den-hinh-anh-doanh-nghiep-va-long-trung-thanh-cua-khach-hang-trong-nganh-hang-khong-viet-nam-84147.htm
   Google Scholar
• Hwang, J., & Lyu, S. O. (2019). Relationships among green image, consumer attitudes, desire, and customer citizenship behavior in the airline industry. International Journal of Sustainable Transportation, 1–11. https://doi.org/10.1080/15568318.2019.1573280
   Google Scholar
• IATA. (2009). IATA - securing aviation’s future - environment and safety top priorities. https://www.iata.org/en/pressroom/pr/2009-12-02-01/
   Google Scholar
• IATA. (2020). IATA - Programs. https://www.iata.org/en/programs/
   Google Scholar
• ICAO. (2012). Global Aviation and Our Sustainable Future. RIO+20 United Nations Conference on Sustainable Development, 1–13. https://www.icao.int/environmental-protection/Documents/Rio+20_booklet.pdf
   Google Scholar
• ICAO. (2016a). Aviation safety is at the heart of ICAO Objectives. Uniting Aviation. https://unitingaviation.com/news/safety/aviation-safety-is-at-the-heart-of-icao-objectives/
   Google Scholar
• ICAO. (2016b). ICAO and the united nations sustainable development goals. http://www.icao.int/about-icao/aviation-development/Pages/SDG.aspx
   Google Scholar
• ICAO. (2018). Continued enhancement to safety key to sustainability of aviation growth in Europe. https://www.icao.int/Newsroom/Pages/Continued-enhancement-to-safety-key-to-sustainability-of-aviation-growth-in-Europe.aspx
   Google Scholar
• Irwani, N., Rahman, A., Ramli, N., & Abdul, N. (2015). CSR practices and customer loyalty: The mediating role of corporate image. Proceedings of the Colloquium on Administrative Science and Technology. https://doi.org/10.1007/978-981-4585-45-3
   Google Scholar
• Jacoby, J., & Chestnut, R. (1978). Brand Loyalty: Measurement and Management. Wiley.
   Google Scholar
• Jeeradist, T., Thawesaengskulthai, N., & Sangsuwan, T. (2016). Using TRIZ to enhance passengers’ perceptions of an airline’ s image through service quality and safety. Journal of Air Transport Management, 53, 131–139. https://doi.org/10.1016/j.jairtraman.2016.02.011
   Google Scholar
• Juntunen, J., Juga, J., & Juntunen, M. (2013). Social and environmental responsibility, service quality, corporate image and loyalty in logistics services. World Review of Intermodal Transportation Research, 4(2–3), 194–206. https://doi.org/10.1504/WRITR.2013.058981
   Google Scholar
• Latif, F., Pérez, A., Alam, W., & Saqib, A. (2019). Development and validation of a multi-dimensional customer-based scale to measure perceptions of corporate social responsibility (CSR). Social Responsibility Journal, 15(4), 492–512. https://doi.org/10.1108/SRJ-03-2018-0080
   Google Scholar
• Lee, C.-Y. (2018). Does corporate social responsibility influence customer loyalty in the Taiwan insurance sector? The role of corporate image and customer satisfaction. Journal of Promotion Management, 1–22. https://doi.org/10.1080/10496491.2018.1427651
   Google Scholar
• Lee, S. (2020). Corporate social responsibility and COVID-19: Research implications. Tourism Economics, 2012, 1–7. https://doi.org/10.1177/1354816620978136
   Google Scholar
• Lee, D. H., Kim, C. J., & Jin, C. H. (2015). The role of CSR activities on building corporate image and customer loyalty. The Journal of International Trade & Commerce, 11(6), 67–91. https://doi.org/10.16980/jitc.11.6.201512.67
   Google Scholar
• Liou, J. J. H., & Chuang, M. -L. (2008). A hybrid MCDM model for evaluating the corporate image of the airline industry. Int. J. Applied Management Service, 1(1), 41–54. https://doi.org/10.1504/IJAMS.2008.020038
   Google Scholar
• Liu, F., Meng, L., Zhao, Y., & Duan, S. (2020). The influence of the corporate social responsibility disclosures on consumer brand attitudes under the impact of COVID-19. Frontiers of Business Research in China, 14(1), 1. https://doi.org/10.1186/s11782-020-00096-0
   Google Scholar
• Maignan, I. (2001). Consumers’ perceptions of corporate social responsibilities: A cross-cultural comparison. Journal of Business Ethics, 30(2), 57–72. https://doi.org/10.1023/A:1006433928640
   Google Scholar
• Martínez, P., Pérez, A., & Del Bosque, I. R. (2014). CSR influence on hotel brand image and loyalty. Academia Revista Latinoamericana de Administración, 27(2), 267–283. https://doi.org/10.1108/ARLA-12-2013-0190
   Google Scholar
• Martínez, P., Pérez, A., & Rodríguez Del Bosque, I. (2013). Measuring Corporate Social Responsibility in tourism: Development and validation of an efficient measurement scale in the hospitality industry. Journal of Travel and Tourism Marketing, 30(4), 365–385. https://doi.org/10.1080/10548408.2013.784154
   Google Scholar
• Nguyen, N., & LeBlanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8(4), 227–236. https://doi.org/10.1016/S0969-6989(00)
   Google Scholar
• Öberseder, M., Schlegelmilch, B. B., Murphy, P. E., & Gruber, V. (2014). Consumers’ perceptions of corporate social responsibility: Scale development and validation. Journal of Business Ethics, 124, 101–115. https://doi.org/10.1007/s10551-013-1787-y
   Google Scholar
• Park, E. (2019a). Corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47(November2018), 215–221. https://doi.org/10.1016/j.jretconser.2018.11.013
   Google Scholar
• Park, E. (2019b). Corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47(July2018), 215–221. https://doi.org/10.1016/j.jretconser.2018.11.013
   Google Scholar
• Park, E., Lee, S., Kwon, S. J., & Del Pobil, A. P. (2015). Determinants of behavioral intention to use South Korean Airline Services: Effects of service quality and corporate social responsibility. Sustainability (Switzerland), 7(9), 12106–12121. https://doi.org/10.3390/su70912106
   Google Scholar
• Pérez, A., & Del Rodríguez Bosque, I. (2013). Measuring CSR image: Three studies to develop and to validate a reliable measurement tool. Journal of Business Ethics, 118(2), 265–286. https://doi.org/10.1007/s10551-012-1588-8
   Google Scholar
• Rashid, N. R. N. A., Rahman, N. I. A., & Khalid, S. A. (2014). Environmental Corporate Social Responsibility (ECSR) as a strategic marketing initiatives. Procedia - Social and Behavioral Sciences, 130, 499–508. https://doi.org/10.1016/j.sbspro.2014.04.058
   Google Scholar
• Siahaan, I. S., & Masdupi, E. (2019). Analysis of the effect of Corporate Social Responsibility (CSR), quality of service and customer satisfaction toward the brand image of PT. Angkasa Pura II (Persero). Minangkabau International Airport, 64(2012), 772–776. https://doi.org/10.2991/piceeba2-18.2019.64
   Google Scholar
• Steiger, J. H. (1990). Structural model evaluation and modification: An interval estimation approach. Multivariate Behavioral Research, 25(2), 173–180. https://doi.org/10.1207/s15327906mbr2502_4
   Google Scholar
• Tran, N. K. H. (2019). Corporate social responsibility, brand – consumer relationship quality and switching brand intention in the consumer goods in Vietnam, PhD Thesis, University of Economics Ho Chi Minh City, Vietnam. (In Vietnamese). https://sdh.ueh.edu.vn/gop-y-luan-an-tien-si
   Google Scholar
• Tran, N. T. (2022). Impact of corporate social responsibility on customer loyalty: Evidence from the Vietnamese jewellery industry. Cogent Business & Management, 2022(9), 2025675. https://doi.org/10.1080/23311975.2022.2025675
   Google Scholar
• United Nations. (2020). UN launches COVID-19 plan that could “defeat the virus and build a better world.” https://news.un.org/en/story/2020/03/1060702
   Google Scholar
• Van Marrewijk, M. (2003). Concepts and definitions of CSR and corporate sustainability: Between agency and communion. Journal of Business Ethics, 44(2–3), 95–105. https://doi.org/10.1023/A:1023331212247
   Google Scholar
• Vietnam Airlines. (2021). Annual reports 2020. (In Vietnamese) https://www.vietnamairlines.com/~/media/FilesDownload/AboutUs/Investor-Relations/Bao-Cao-Thuong-Nien/bao-cao-thuong-nien-2020.pdf
   Google Scholar
• Virvilaite, R., & Daubaraite, U. (2011). Corporate social responsibility in forming corporate image. Inzinerine Ekonomika-Engineering Economics, 22(5), 534–543. http://dx.doi.org/10.5755/j01.ee.22.5.972
   Google Scholar
• Waititu, A. (2011). Effectiveness of corporate social responsibility in promoting positive corporate image: a case of safaricom limited (Doctoral dissertation, University of Nairobi). https://hdl.handle.net/11295/95796
   Google Scholar
• Wang, -C.-C. (2018). Corporate social responsibility on customer behaviour: The mediating role of corporate image and customer satisfaction. Total Quality Management & Business Excellence, 1–19. https://doi.org/10.1080/14783363.2018.1444985
   Google Scholar
• Yang, L., Ngai, C. S. B., & Lu, W. (2020). Changing trends of corporate social responsibility reporting in the world-leading airlines. PLoS ONE, 15(6), 1–19. https://doi.org/10.1371/journal.pone.0234258
   Google Scholar