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首页> 外文期刊>British Journal of Economics, Management & Trade >The Intervening Effect of Customer Satisfaction in the Relationship between Corporate Social Responsibility and Reputation and Credibility: Case of Credit Departments of Taiwan's Farmer Association
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The Intervening Effect of Customer Satisfaction in the Relationship between Corporate Social Responsibility and Reputation and Credibility: Case of Credit Departments of Taiwan's Farmer Association

机译：客户满意度对企业社会责任与声誉和信誉关系的干预作用：以台湾农民协会信贷部门为例

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摘要

There has been a remarkable transformation in the business world over the last few decades with the concept of corporate social responsibility (CSR) having been universally embraced. CSR is prolific and paradoxical business applications, whereby businesses are made responsible for more than the products and services they produce but are also challenged to alleviate social problems in order to remain valued and competitive. As recent years have witnessed an increasing number of business frauds, the financial industry is being pressured to introduce innovative CSR programmes. Although studies have revealed clear associations between overall CSR and customer perception, satisfaction and buying behaviour, as well as between overall CSR and corporate reputation and corporate credibility, there is a dearth of studies on the relationships between these dimensions as antecedents and behaviour consequences. This study therefore examined the influence of CSR activities on the credibility and reputation of the Farmers' Association credit departments (FACDs) in Taiwan. The aim of this study was to determine the mediating role of customer satisfaction in the relationship between CSR activities and corporate credibility and reputation of FACDs in Taiwan. Interestingly, the hypothesis developed for the mediating variable, 'customer satisfaction on the relationship between CSR and credibility', was not supported although it was shown to play a fully mediating role in relation to CSR and corporate reputation.
机译：在过去的几十年中，随着企业社会责任（CSR）概念的普遍采用，商业领域发生了显着变化。 CSR是多产且自相矛盾的业务应用程序，它使企业不仅对所生产的产品和服务负责，而且还面临缓解社会问题的挑战，以保持价值和竞争力。近年来，随着越来越多的商业欺诈事件出现，金融业正面临着引入创新性企业社会责任计划的压力。尽管研究表明，总体CSR与客户感知，满意度和购买行为之间，以及总体CSR与企业声誉与企业信誉之间存在明确的关联，但对于这些维度作为先因和行为后果之间关系的研究却很少。因此，本研究考察了企业社会责任活动对台湾农民协会信贷部门（FACD）信誉和声誉的影响。这项研究的目的是确定客户满意度在企业社会责任活动与台湾FACD的企业信誉和声誉之间的关系中的中介作用。有趣的是，尽管事实证明调解变量“在CSR和信誉之间的客户满意度”已在CSR和企业声誉方面发挥了完全的调解作用，但该假设没有得到支持。

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