IDEAS home Printed from https://ideas.repec.org/a/sae/toueco/v25y2019i4p569-592.html
   My bibliography  Save this article

The relationship between casino corporate social responsibility and casino customer loyalty

Author

Listed:
  • Shiang-Lih Chen McCain

    (Colorado Mesa University, USA)

  • Jeffrey C Lolli

    (Widener University, USA)

  • Emma Liu

    (Widener University, USA)

  • Eric Jen

    (National Chung Hsing University)

Abstract

Corporate social responsibility (CSR) has become a popular, and even expected, strategy for promoting an organization’s public persona. CSR is particularly important in the casino industry since many customers associate the casino industry with negative images such as crime and drugs; therefore, casinos try to enhance their social image through CSR activities. This study investigated how casinos’ CSR activities (economic, legal, ethical, and philanthropic) influenced customer loyalty (CL). Partial Least Squares (PLS)-structural equation modeling analysis was used to examine the hypotheses on a sample of 251 casino’s customer in the United States. Results of this study showed that the dimensions of philanthropic and legal responsibilities had varying effects on CL. In contrast, economic and ethical responsibilities didn’t significantly affect CL.

Suggested Citation

  • Shiang-Lih Chen McCain & Jeffrey C Lolli & Emma Liu & Eric Jen, 2019. "The relationship between casino corporate social responsibility and casino customer loyalty," Tourism Economics, , vol. 25(4), pages 569-592, June.
    • Handle: RePEc:sae:toueco:v:25:y:2019:i:4:p:569-592
    DOI: 10.1177/1354816618808077
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/1354816618808077
    Download Restriction: no
    File URL: https://libkey.io/10.1177/1354816618808077?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Longinos Marin & Salvador Ruiz & Alicia Rubio, 2009. "The Role of Identity Salience in the Effects of Corporate Social Responsibility on Consumer Behavior," Journal of Business Ethics, Springer, vol. 84(1), pages 65-78, January.
    2. Skarmeas, Dionysis & Leonidou, Constantinos N., 2013. "When consumers doubt, Watch out! The role of CSR skepticism," Journal of Business Research, Elsevier, vol. 66(10), pages 1831-1838.
    3. 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.
    4. Park, Eunil & Kim, Ki Joon & Kwon, Sang Jib, 2017. "Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust," Journal of Business Research, Elsevier, vol. 76(C), pages 8-13.
    5. Bala Ramasamy & Mathew Yeung, 2009. "Chinese Consumers’ Perception of Corporate Social Responsibility (CSR)," Journal of Business Ethics, Springer, vol. 88(1), pages 119-132, April.
    6. Öberseder, Magdalena & Schlegelmilch, Bodo B. & Murphy, Patrick E., 2013. "CSR practices and consumer perceptions," Journal of Business Research, Elsevier, vol. 66(10), pages 1839-1851.
    7. Andrea Pérez & Ignacio Rodríguez del Bosque, 2012. "The Role of CSR in the Corporate Identity of Banking Service Providers," Journal of Business Ethics, Springer, vol. 108(2), pages 145-166, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Alaa Adnan Awad & Mohammad Abuhashesh & Mohammad Al-Khasawneh & Ra’ed Masa’deh, 2023. "The Impact of Hiring People with a Disability on Customers’ Perspectives: The Moderating Effect of Disability Type," Sustainability, MDPI, vol. 15(6), pages 1-20, March.
    2. Naveed Ahmad & Asif Mahmood & Antonio Ariza-Montes & Heesup Han & Felipe Hernández-Perlines & Luis Araya-Castillo & Miklas Scholz, 2021. "Sustainable Businesses Speak to the Heart of Consumers: Looking at Sustainability with a Marketing Lens to Reap Banking Consumers’ Loyalty," Sustainability, MDPI, vol. 13(7), pages 1-16, March.
    3. Anna Chwiłkowska-Kubala & Szymon Cyfert & Kamila Malewska & Katarzyna Mierzejewska & Witold Szumowski, 2021. "The Relationships among Social, Environmental, Economic CSR Practices and Digitalization in Polish Energy Companies," Energies, MDPI, vol. 14(22), pages 1-20, November.
    4. Waris Ali & Yu Danni & Badar Latif & Rehana Kouser & Saleh Baqader, 2021. "Corporate Social Responsibility and Customer Loyalty in Food Chains—Mediating Role of Customer Satisfaction and Corporate Reputation," Sustainability, MDPI, vol. 13(16), pages 1-15, August.
    5. Heather Markham Kim & Kyuha Cho & Younggin Choi & Junghoon (Jay) Lee & Jinsoo Hwang, 2021. "Corporate Social Responsibility Reporting in the Casino Industry: A Content Analysis," Sustainability, MDPI, vol. 13(20), pages 1-16, October.
    6. Maigana Amsami & Siddiq Balal Ibrahim & Abd Elsalam A. Hamid, 2020. "Influence of corporate social responsibility actions on customer loyalty towards Nigerian retail banks within north eastern Nigeria," Asian Journal of Empirical Research, Asian Economic and Social Society, vol. 10(2), pages 40-52, February.

    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. Henri Kuokkanen & William Sun, 2020. "Companies, Meet Ethical Consumers: Strategic CSR Management to Impact Consumer Choice," Journal of Business Ethics, Springer, vol. 166(2), pages 403-423, October.
    2. Eveland, Vicki Blakney & Crutchfield, Tammy Neal & Tsang, Ronald C.W. & Sabol, Misty A., 2024. "Using PLS-SEM to test the relationship model of corporate social performance across the product/service continuum: When do shared values matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    3. Hajir Afzali & Sang Soo Kim, 2021. "Consumers’ Responses to Corporate Social Responsibility: The Mediating Role of CSR Authenticity," Sustainability, MDPI, vol. 13(4), pages 1-13, February.
    4. Nils Christian Hoffmann & Juelin Yin & Stefan Hoffmann, 2020. "Chain of Blame: A Multi-country Study of Consumer Reactions Towards Supplier Hypocrisy in Global Supply Chains," Management International Review, Springer, vol. 60(2), pages 247-286, April.
    5. Hasford, Jonathan & Farmer, Adam, 2016. "Responsible you, despicable me: Contrasting competitor inferences from socially responsible behavior," Journal of Business Research, Elsevier, vol. 69(3), pages 1234-1241.
    6. Wójcik Piotr, 2018. "The business case for corporate social responsibility: A literature overview and integrative framework," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 26(1), pages 121-148, March.
    7. Carolin Plewa & Jodie Conduit & Pascale Quester & Claire Johnson, 2015. "The Impact of Corporate Volunteering on CSR Image: A Consumer Perspective," Journal of Business Ethics, Springer, vol. 127(3), pages 643-659, March.
    8. Debbie Haski-Leventhal & Lonneke Roza & Lucas C. P. M. Meijs, 2017. "Congruence in Corporate Social Responsibility: Connecting the Identity and Behavior of Employers and Employees," Journal of Business Ethics, Springer, vol. 143(1), pages 35-51, June.
    9. Nguyen, Nga & Priporas, Constantinos-Vasilios & McPherson, Mark & Manyiwa, Simon, 2023. "CSR-related consumer scepticism: A review of the literature and future research directions," Journal of Business Research, Elsevier, vol. 169(C).
    10. Scandelius, Christina & Cohen, Geraldine, 2016. "Achieving collaboration with diverse stakeholders—The role of strategic ambiguity in CSR communication," Journal of Business Research, Elsevier, vol. 69(9), pages 3487-3499.
    11. Muhammad Usman Shah & Muhammad Farooq Jan, 2021. "Connecting Corporate Social Responsibility (CSR) to Customer Loyalty: A Mediation Analysis in Hoteling Industry of Pakistan," SAGE Open, , vol. 11(4), pages 21582440211, December.
    12. Ziyu Chen & Shouming Chen & Talib Hussain, 2019. "The Perception of Corporate Social Responsibility in Muslim Society: A Survey in Pakistan and Sudan," Sustainability, MDPI, vol. 11(22), pages 1-16, November.
    13. Yung‐Fu Huang & Manh‐Hoang Do & Vimal Kumar, 2019. "Consumers' perception on corporate social responsibility: Evidence from Vietnam," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 26(6), pages 1272-1284, November.
    14. Yaeri Kim & Seojin Stacey Lee & Taewoo Roh, 2020. "Taking Another Look at Airline CSR: How Required CSR and Desired CSR Affect Customer Loyalty in the Airline Industry," Sustainability, MDPI, vol. 12(10), pages 1-19, May.
    15. Won‐Moo Hur & Hanna Kim & Hyun Kyung Kim, 2018. "Does customer engagement in corporate social responsibility initiatives lead to customer citizenship behaviour? The mediating roles of customer‐company identification and affective commitment," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(6), pages 1258-1269, November.
    16. Lovemore Chikazhe & Blessing Chigunha & Martin Dandira & Tendai Silvaziso Mandere & King Christopher Muchenje, 2020. "Corporate Social Responsibility as a Mediator of the Effect of Brand Awareness and Corporate Reputation on Customer Loyalty," Business Management and Strategy, Macrothink Institute, vol. 11(1), pages 243-261, June.
    17. Afonso Vieira, Valter & Wolter, Jeremy S. & Falcão Araujo, Clécio & Saraiva Frio, Ricardo, 2023. "What makes the corporate social responsibility impact on Customer–Company identification stronger? A meta-analysis," International Journal of Research in Marketing, Elsevier, vol. 40(2), pages 475-492.
    18. Izaskun Agirre Aramburu & Irune Gómez Pescador, 2019. "The Effects of Corporate Social Responsibility on Customer Loyalty: The Mediating Effect of Reputation in Cooperative Banks Versus Commercial Banks in the Basque Country," Journal of Business Ethics, Springer, vol. 154(3), pages 701-719, February.
    19. Dae-Young Kim & Sung-Bum Kim & Kathleen Jeehyae Kim, 2019. "Building corporate reputation, overcoming consumer skepticism, and establishing trust: choosing the right message types and social causes in the restaurant industry," Service Business, Springer;Pan-Pacific Business Association, vol. 13(2), pages 363-388, June.
    20. Hans B. Christensen & Luzi Hail & Christian Leuz, 2021. "Mandatory CSR and sustainability reporting: economic analysis and literature review," Review of Accounting Studies, Springer, vol. 26(3), pages 1176-1248, September.

    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:sae:toueco:v:25:y:2019:i:4:p:569-592. 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: SAGE Publications (email available below). General contact details of provider: .

    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.