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How CSR and overall service quality lead to affective commitment: mediating role of company reputation

Author

Listed:
  • Nil Engizek
  • Bahar Yasin

Abstract

Purpose - The paper aims to focus on the relationships among corporate social responsibility (CSR), overall service quality (OSQ), company reputation and affective commitment. It investigates whether service quality or CSR is the primer driver of affective commitment. Also, the mediating role of company reputation was examined. Design/methodology/approach - Structural equation modelling analysis provided support for the hypotheses from a sample of 522 retail banking consumers in Turkey. Findings - Findings show that both CSR and OSQ influence affective commitment through the mediator role of company reputation. Originality/value - This study tests and confirms that corporate reputation plays a mediator role along the paths from CSR and OSQ to affective commitment. Also, this study expands the traditional view of CSR’s and OSQ effect on customers and suggests that CSR and OSQ do affect not only company reputation but also affective commitment.

Suggested Citation

  • Nil Engizek & Bahar Yasin, 2017. "How CSR and overall service quality lead to affective commitment: mediating role of company reputation," Social Responsibility Journal, Emerald Group Publishing Limited, vol. 13(1), pages 111-125, March.
    • Handle: RePEc:eme:srjpps:srj-09-2015-0135
    DOI: 10.1108/SRJ-09-2015-0135
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    Citations

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    Cited by:

    1. Thurasamy Ramayah & Mohammad Falahat & Pedro Soto‐Acosta, 2022. "Effects of corporate social responsibility on employee commitment and corporate reputation: Evidence from a transitional economy," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(6), pages 2006-2015, November.
    2. Cagla Pinar Utkutug, 2024. "The mediating effect of consumers’ perceived ethicality in the relationship between consumer cynicism/material values and affective commitment," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(3), pages 583-598, September.
    3. Ishfaq Ahmed & Mian Sajid Nazir & Imran Ali & Mohammad Nurunnabi & Arooj Khalid & Muhammad Zeeshan Shaukat, 2020. "Investing In CSR Pays You Back in Many Ways! The Case of Perceptual, Attitudinal and Behavioral Outcomes of Customers," Sustainability, MDPI, vol. 12(3), pages 1-15, February.
    4. Hongqing He & Yameng Zhang & Yaqi Ding, 2022. "When Does CSR Fail to Incentive Employees’ Affective Organizational Commitment? Exploring the Moderating Effects Based on the C-S-R Concerns Model," Sustainability, MDPI, vol. 14(13), pages 1-20, July.
    5. Rania B. Mostafa & Leila Hamieh, 2022. "How CSR Activities Affect Student Attitudinal and Behavioral Loyalty in the Lebanese Educational Sector?," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 13(1), pages 1-17, January.
    6. Mariusz Zieliński & Izabela Jonek-Kowalska, 2021. "Does CSR Affect the Profitability and Valuation of Energy Companies? An Example from Poland," Energies, MDPI, vol. 14(12), pages 1-24, June.
    7. Lestari, Anik, 2022. "The role of emotional bonding in mediating destination image on tourist loyalty," Technium Business and Management, Technium Science, vol. 2(3), pages 23-37.
    8. Zurina Ismail, 2024. "Accelerating Brand Value: The Role of CSR in Shaping Automotive Brand Reputation and Consumer Preferences," GATR Journals jmmr334, Global Academy of Training and Research (GATR) Enterprise.
    9. Ruiz, Belén & García, Juan A., 2021. "Analyzing the relationship between CSR and reputation in the banking sector," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    10. Mariusz Zieliński & Małgorzata Adamska, 2022. "ESG Assessment from the Perspective of the Management Board and Trade Unions on the Example of the Opole Power Plant," Energies, MDPI, vol. 15(21), pages 1-21, October.
    11. Izabela Jonek-Kowalska & Mariusz Zielinski, 2020. "How CSR Affects Polish Enterprises," European Research Studies Journal, European Research Studies Journal, vol. 0(4), pages 785-803.

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