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The influence of a retailer's corporate social responsibility program on re-conceptualizing store image

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  • Gupta, Shruti
  • Pirsch, Julie

Abstract

The construct of retail store image is typically built based on a variety of the store's functional attributes. This conceptualization fails to consider the role of corporate social responsibility (CSR) polices and practices in forming store image. Results from a study of 460 consumers indicate CSR influences consumer store image. CSR is particularly effective at influencing store image when the retailer experiences a positive performance perception among its customers. Consumers shopping at such stores are more receptive to CSR programs, and experience significant increases in their level of satisfaction and loyalty to the store through the addition of these programs.

Suggested Citation

  • Gupta, Shruti & Pirsch, Julie, 2008. "The influence of a retailer's corporate social responsibility program on re-conceptualizing store image," Journal of Retailing and Consumer Services, Elsevier, vol. 15(6), pages 516-526.
    • Handle: RePEc:eee:joreco:v:15:y:2008:i:6:p:516-526
    DOI: 10.1016/j.jretconser.2008.02.003
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    References listed on IDEAS

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    1. Julie Pirsch & Shruti Gupta & Stacy Grau, 2007. "A Framework for Understanding Corporate Social Responsibility Programs as a Continuum: An Exploratory Study," Journal of Business Ethics, Springer, vol. 70(2), pages 125-140, January.
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    3. Frederick R. Post, 2003. "A Response to ÒThe Social Responsibility of Corporate Management: A Classical CritiqueÓ," American Journal of Business, Emerald Group Publishing, vol. 18(1), pages 25-36.
    4. Murray, Keith B. & Vogel, Christine M., 1997. "Using a hierarchy-of-effects approach to gauge the effectiveness of corporate social responsibility to generate goodwill toward the firm: Financial versus nonfinancial impacts," Journal of Business Research, Elsevier, vol. 38(2), pages 141-159, February.
    5. Arnold, Stephen J. & Handelman, Jay & Tigert, Douglas J., 1996. "Organizational legitimacy and retail store patronage," Journal of Business Research, Elsevier, vol. 35(3), pages 229-239, March.
    6. Hartman, Katherine B. & Spiro, Rosann L., 2005. "Recapturing store image in customer-based store equity: a construct conceptualization," Journal of Business Research, Elsevier, vol. 58(8), pages 1112-1120, August.
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