IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v15y2023i3p1781-d1038813.html
   My bibliography  Save this article

Impact of Corporate Social Responsibility, Business Ethics and Corporate Reputation on the Retention of Users of Third-Sector Institutions

Author

Listed:
  • Samuel Leroy Cabrera-Luján

    (Unidad de Ciencias Empresariales, Escuela de Posgrado, Universidad Peruana Unión, Lima 15102, Peru)

  • David Josías Sánchez-Lima

    (Unidad de Ciencias Empresariales, Escuela de Posgrado, Universidad Peruana Unión, Lima 15102, Peru)

  • Segundo Alberto Guevara-Flores

    (Unidad de Ciencias Empresariales, Escuela de Posgrado, Universidad Peruana Unión, Lima 15102, Peru)

  • Dany Yudet Millones-Liza

    (Unidad de Ciencias Empresariales, Escuela de Posgrado, Universidad Peruana Unión, Lima 15102, Peru
    Escuela Profesional de Administración, Facultad de Ciencias Empresariales, Universidad Peruana Unión, Lima 15102, Peru)

  • Elizabeth Emperatriz García-Salirrosas

    (Faculty of Engineering and Management, Professional School of Business Administration, Universidad Nacional Tecnológica de Lima Sur, Lima 15816, Peru
    Faculty of Management Science, Universidad Autónoma del Perú, Lima 15842, Peru)

  • Miluska Villar-Guevara

    (Unidad de Ciencias Empresariales, Escuela de Posgrado, Universidad Peruana Unión, Lima 15102, Peru)

Abstract

Third-sector organizations have achieved an important place in the world due to the multiple social and humanitarian activities they carry out, generating a high impact on society. Maintaining their sustainability basically depends on the retention of their users, but what factor could contribute to this retention? To dispel this question, the purpose of the study is to understand corporate social responsibility (CSR), business ethics (BE) and corporate reputation (CR), and their connections with user retention (RT). Using structural equation analysis (SEM) and non-probabilistic sampling, 501 users of third-sector organizations (199 Uruguay and 302 Peru) were surveyed. The results show a positive and significant impact of CSR on CR, influence of BE on CR, effect of CSR on RT, effect of CR and BE on RT. It is highlighted that CR would have a greater effect on RT and BE, followed by CSR. It is concluded that CR represents a very important and sensitive value at the same time, which is a characteristic that takes a long time to achieve, so it is important to manage it properly, being the one that contributes most to RT.

Suggested Citation

  • Samuel Leroy Cabrera-Luján & David Josías Sánchez-Lima & Segundo Alberto Guevara-Flores & Dany Yudet Millones-Liza & Elizabeth Emperatriz García-Salirrosas & Miluska Villar-Guevara, 2023. "Impact of Corporate Social Responsibility, Business Ethics and Corporate Reputation on the Retention of Users of Third-Sector Institutions," Sustainability, MDPI, vol. 15(3), pages 1-18, January.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:3:p:1781-:d:1038813
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/15/3/1781/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/15/3/1781/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Elizabeth Emperatriz García-Salirrosas & Ángel Acevedo-Duque, 2022. "PERVAINCONSA Scale to Measure the Consumer Behavior of Online Stores of MSMEs Engaged in the Sale of Clothing," Sustainability, MDPI, vol. 14(5), pages 1-16, February.
    2. Tarcia Camily Cavalcante Quezado & Nuno Fortes & William Quezado Figueiredo Cavalcante, 2022. "The Influence of Corporate Social Responsibility and Business Ethics on Brand Fidelity: The Importance of Brand Love and Brand Attitude," Sustainability, MDPI, vol. 14(5), pages 1-20, March.
    3. Won-Moo Hur & Hanna Kim & Jeong Woo, 2014. "How CSR Leads to Corporate Brand Equity: Mediating Mechanisms of Corporate Brand Credibility and Reputation," Journal of Business Ethics, Springer, vol. 125(1), pages 75-86, November.
    4. Tenuta, Paolo & Cambrea, Domenico Rocco, 2022. "Corporate social responsibility and corporate financial performance: The role of executive directors in family firms," Finance Research Letters, Elsevier, vol. 50(C).
    5. Marty Stuebs & Li Sun, 2010. "Business Reputation and Labor Efficiency, Productivity, and Cost," Journal of Business Ethics, Springer, vol. 96(2), pages 265-283, October.
    6. Kyungtag Lee & Hyunchul Lee, 2019. "How Does CSR Activity Affect Sustainable Growth and Value of Corporations? Evidence from Korea," Sustainability, MDPI, vol. 11(2), pages 1-11, January.
    7. Ángel Acevedo-Duque & Tohtli Prado-Sabido & Elizabeth Emperatriz García-Salirrosas & Mirtha Mercedes Fernández Mantilla & Velia Graciela Vera Calmet & Nicolás Valle Palomino & Haydee Mercedes Aguilar , 2022. "Postgraduate Trends in the Training of Human Talent for Sustainable Development," Sustainability, MDPI, vol. 14(21), pages 1-18, November.
    8. Weng, Pei-Shih & Chen, Wan-Yi, 2017. "Doing good or choosing well? Corporate reputation, CEO reputation, and corporate financial performance," The North American Journal of Economics and Finance, Elsevier, vol. 39(C), pages 223-240.
    9. Elizabeth Emperatriz García-Salirrosas & Rafael Fernando Rondon-Eusebio, 2022. "Green Marketing Practices Related to Key Variables of Consumer Purchasing Behavior," Sustainability, MDPI, vol. 14(14), pages 1-19, July.
    10. Scott Jeffrey & Stuart Rosenberg & Brianna McCabe, 2018. "Corporate social responsibility behaviors and corporate reputation," Social Responsibility Journal, Emerald Group Publishing Limited, vol. 15(3), pages 395-408, October.
    11. Magdalena Swart & Gerhard Roodt, 2015. "Market segmentation variables as moderators in the prediction of business tourist retention," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 491-513, September.
    12. Elizabeth Emperatriz García-Salirrosas & Dany Yudet Millones-Liza & Jorge Alberto Esponda-Pérez & Ángel Acevedo-Duque & Jessica Müller-Pérez & Lisette C. Sánchez Díaz, 2022. "Factors Influencing Loyalty to Health Food Brands: An Analysis from the Value Perceived by the Peruvian Consumer," Sustainability, MDPI, vol. 14(17), pages 1-16, August.
    13. Jayendira P. Sankar, 2021. "Social responsibility of the corporate: Thirukkural perspective," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 23(1), pages 83-94.
    14. Lopez, Belen & Rangel, Celia & Fernández, Manuel, 2022. "The impact of corporate social responsibility strategy on the management and governance axis for sustainable growth," Journal of Business Research, Elsevier, vol. 150(C), pages 690-698.
    15. Mahamudul Hasan & Md. Maqbul Hossain, 2021. "Corporate Recognition Award and Reputation Dimensions on Corporate Reputation Consequences: A Critical Review on Bangladesh," International Journal of Asian Business and Information Management (IJABIM), IGI Global, vol. 12(3), pages 191-204, July.
    16. Vlastelica, Tamara & Kostic, Slavica Cicvaric & Okanovic, Milan & Milosavljevic, Milos, 2018. "How Corporate Social Responsibility Affects Corporate Reputation: Evidence from an Emerging Market," Journal of East European Management Studies, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 23(1), pages 10-29.
    17. Chi-Shiun Lai & Chih-Jen Chiu & Chin-Fang Yang & Da-Chang Pai, 2010. "The Effects of Corporate Social Responsibility on Brand Performance: The Mediating Effect of Industrial Brand Equity and Corporate Reputation," Journal of Business Ethics, Springer, vol. 95(3), pages 457-469, September.
    18. Roger C. Y. Chen & Chen-Hsun Lee, 2017. "Assessing whether corporate social responsibility influence corporate value," Applied Economics, Taylor & Francis Journals, vol. 49(54), pages 5547-5557, November.
    19. Nadine Gatzert & Joan Schmit, 2016. "Supporting strategic success through enterprise-wide reputation risk management," Journal of Risk Finance, Emerald Group Publishing, vol. 17(1), pages 26-45, January.
    20. Tobias Gössling & Chris Vocht, 2007. "Social Role Conceptions and CSR Policy Success," Journal of Business Ethics, Springer, vol. 74(4), pages 363-372, September.
    21. Lijuan Wu & Shanyue Jin, 2022. "Corporate Social Responsibility and Sustainability: From a Corporate Governance Perspective," Sustainability, MDPI, vol. 14(22), pages 1-15, November.
    22. E. Arikan & D. Kantur & C. Maden & E. Telci, 2016. "Investigating the mediating role of corporate reputation on the relationship between corporate social responsibility and multiple stakeholder outcomes," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(1), pages 129-149, January.
    23. Jenny Doorn & Marjolijn Onrust & Peter C. Verhoef & Marnix S. Bügel, 2017. "The impact of corporate social responsibility on customer attitudes and retention—the moderating role of brand success indicators," Marketing Letters, Springer, vol. 28(4), pages 607-619, December.
    24. Alejandro Alvarado Herrera & María Walesska Schlesinger Díaz, 2008. "Dimensionalidad De La Responsabilidad Social Empresarial Percibida Y Sus Efectos Sobre La Imagen Y La Reputación: Una Aproximación Desde El Modelo De," Estudios Gerenciales, Universidad Icesi, November.
    25. Volodymyr Velychko & Dmytro Prunenko & Evgeniy Grytskov, 2020. "Corporate Social Responsibility In The System Of Interaction Between Stakeholders Of Construction Enterprises," Baltic Journal of Economic Studies, Publishing house "Baltija Publishing", vol. 6(5).
    26. Larry Floyd & Feng Xu & Ryan Atkins & Cam Caldwell, 2013. "Ethical Outcomes and Business Ethics: Toward Improving Business Ethics Education," Journal of Business Ethics, Springer, vol. 117(4), pages 753-776, November.
    27. Alaa Abu Mallouh & Asem Tahtamouni, 2018. "The impact of social responsibility disclosure on the liquidity of the Jordanian industrial corporations," International Journal of Managerial and Financial Accounting, Inderscience Enterprises Ltd, vol. 10(3), pages 273-300.
    28. Jessica Müller-Pérez & Ángel Acevedo-Duque & Gonzalo R. Llanos-Herrera & Elizabeth Emperatriz García-Salirrosas & Luiz Vicente Ovalles-Toledo & Lidyeth Azucena Sandoval Barraza & Rina Álvarez-Becerra, 2022. "The Mexican Ecological Conscience: A Predictive Model," Sustainability, MDPI, vol. 14(12), pages 1-11, June.
    29. Daniel Holland & Chad Albrecht, 2013. "The Worldwide Academic Field of Business Ethics: Scholars’ Perceptions of the Most Important Issues," Journal of Business Ethics, Springer, vol. 117(4), pages 777-788, November.
    30. Elizabeth Emperatriz García-Salirrosas & Ángel Acevedo-Duque & Viviana Marin Chaves & Paula Andrea Mejía Henao & Juan Carlos Olaya Molano, 2022. "Purchase Intention and Satisfaction of Online Shop Users in Developing Countries during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(10), pages 1-14, May.
    31. Loi Teck Hui, 2008. "Combining faith and CSR: a paradigm of corporate sustainability," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 35(6), pages 449-465, May.
    32. Frank J. Fabozzi & Peck Wah Ng & Diana E. Tunaru, 2022. "The Impact of Corporate Social Responsibility on Corporate Financial Performance and Credit Ratings in Japan," Springer Books, in: Marielle de Jong & Dan diBartolomeo (ed.), Risks Related to Environmental, Social and Governmental Issues (ESG), pages 3-19, Springer.
    33. Franco Fiordelisi & Maria-Gaia Soana & Paola Schwizer, 2014. "Reputational losses and operational risk in banking," The European Journal of Finance, Taylor & Francis Journals, vol. 20(2), pages 105-124, February.
    34. Christian Eckert, 2017. "Corporate reputation and reputation risk," Journal of Risk Finance, Emerald Group Publishing Limited, vol. 18(2), pages 145-158, March.
    35. Pedro Vazquez, 2018. "Family Business Ethics: At the Crossroads of Business Ethics and Family Business," Journal of Business Ethics, Springer, vol. 150(3), pages 691-709, July.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Agata Gurzawska & Markus Mäkinen & Philip Brey, 2017. "Implementation of Responsible Research and Innovation (RRI) Practices in Industry: Providing the Right Incentives," Sustainability, MDPI, vol. 9(10), pages 1-26, September.
    2. Kaveh Moghaddam & Thomas Weber & Pouya Seifzadeh & Sara Azarpanah, 2021. "Internal Reputation of the Firm: CEO Retention and Firm Market Performance," Corporate Reputation Review, Palgrave Macmillan, vol. 24(4), pages 205-221, November.
    3. Francisco Javier Forcadell & Elisa Aracil, 2017. "European Banks' Reputation for Corporate Social Responsibility," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 24(1), pages 1-14, January.
    4. Ledy Gómez-Bayona & Alejandro Valencia-Arias & Elizabeth Emperatriz García-Salirrosas & Cinthy Catheryne Espinoza-Requejo & Gustavo Moreno-López, 2023. "Perception of Green Product Consumption in the Context of the COVID-19 Pandemic in an Emerging Economy," Sustainability, MDPI, vol. 15(11), pages 1-16, June.
    5. Ibrahim Alnawas & Nabil Ghantous & Jane Hemsley-Brown, 2023. "Can CSR foster brand defense? A moderated-mediation model of the role of brand passion," Journal of Brand Management, Palgrave Macmillan, vol. 30(3), pages 190-206, May.
    6. Mª. Eugenia López‐Pérez & Iguácel Melero & F. Javier Sesé, 2017. "Does Specific CSR Training for Managers Impact Shareholder Value? Implications for Education in Sustainable Development," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 24(5), pages 435-448, September.
    7. Yosra Makni Fourati & Mariam Dammak, 2021. "Corporate social responsibility and financial performance: International evidence of the mediating role of reputation," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(6), pages 1749-1759, November.
    8. Cláudia Lessa & Arnaldo Coelho, 2024. "Building Trust in Higher Education Institutions: Using Congruence to Overcome Scepticism and Increase Credibility, Reputation, and Student Employability Through CSR," Corporate Reputation Review, Palgrave Macmillan, vol. 27(1), pages 18-32, February.
    9. Alfredo Flores-Hernández & Ana Olavarría-Jaraba & Guadalupe Valera-Blanes & Rosario Vázquez-Carrasco, 2020. "Sustainability and Branding in Retail: A Model of Chain of Effects," Sustainability, MDPI, vol. 12(14), pages 1-15, July.
    10. Kim, Yeonshin & Hur, Won-Moo & Lee, Luri, 2023. "Understanding customer participation in CSR activities: The impact of perceptions of CSR, affective commitment, brand equity, and corporate reputation," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    11. María Dolores Aledo‐Ruiz & Eva Martínez‐Caro & José Manuel Santos‐Jaén, 2022. "The influence of corporate social responsibility on students' emotional appeal in the HEIs: The mediating effect of reputation and corporate image," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 29(3), pages 578-592, May.
    12. Christian Eckert, 2020. "Risk and risk management of spillover effects: Evidence from the literature," Risk Management and Insurance Review, American Risk and Insurance Association, vol. 23(1), pages 75-104, March.
    13. Shu Wang & Ying-Kai Liao & Wann-Yih Wu & Khanh Bao Ho Le, 2021. "The Role of Corporate Social Responsibility Perceptions in Brand Equity, Brand Credibility, Brand Reputation, and Purchase Intentions," Sustainability, MDPI, vol. 13(21), pages 1-19, October.
    14. Hsiu-Hua Chang, 2017. "Consumer Socially Sustainable Consumption: The Perspective toward Corporate Social Responsibility, Perceived Value, and Brand Loyalty," Journal of Economics and Management, College of Business, Feng Chia University, Taiwan, vol. 13(2), pages 167-191, August.
    15. Mª Eugenia López‐Pérez & Iguácel Melero & F Javier Sese, 2017. "Management for Sustainable Development and Its Impact on Firm Value in the SME Context: Does Size Matter?," Business Strategy and the Environment, Wiley Blackwell, vol. 26(7), pages 985-999, November.
    16. 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.
    17. Vicenta Sierra & Oriol Iglesias & Stefan Markovic & Jatinder Jit Singh, 2017. "Does Ethical Image Build Equity in Corporate Services Brands? The Influence of Customer Perceived Ethicality on Affect, Perceived Quality, and Equity," Journal of Business Ethics, Springer, vol. 144(3), pages 661-676, September.
    18. Heidinger, Dinah & Gatzert, Nadine, 2018. "Awareness, determinants and value of reputation risk management: Empirical evidence from the banking and insurance industry," Journal of Banking & Finance, Elsevier, vol. 91(C), pages 106-118.
    19. Clara Pérez‐Cornejo & Pablo Rodríguez‐Gutiérrez & Esther de Quevedo‐Puente, 2023. "City reputation and the role of sustainability in cities," Sustainable Development, John Wiley & Sons, Ltd., vol. 31(3), pages 1444-1455, June.
    20. Arroyos-Calvera, Danae & Powdthavee, Nattavudh, 2022. "Reputation as Insurance: How Reputation Moderates Public Backlash Following a Company's Decision to Profiteer," IZA Discussion Papers 15256, Institute of Labor Economics (IZA).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:15:y:2023:i:3:p:1781-:d:1038813. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.