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Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction

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  • Eunil Park
  • Sang Jib Kwon
  • Ki Joon Kim

Abstract

This study identifies the environmental, social, economic and ethical responsibilities of a firm as key components of successful sustainable management, and investigates how these corporate responsibilities contribute to enhancing competiveness and customer satisfaction. A structural equation modelling analysis was conducted on data collected from 914 customers of railway service users in South Korea. The results indicate that firms' environmental, social and ethical responsibilities serve to increase service and provider competitiveness, which leads to greater customer satisfaction. However, firms' economic responsibility is found to be a less influential component of sustainable management. Implications of the key findings and potential avenues for future study are addressed. Copyright © 2015 John Wiley & Sons, Ltd and ERP Environment

Suggested Citation

  • Eunil Park & Sang Jib Kwon & Ki Joon Kim, 2016. "Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction," Sustainable Development, John Wiley & Sons, Ltd., vol. 24(1), pages 41-52, January.
    • Handle: RePEc:wly:sustdv:v:24:y:2016:i:1:p:41-52
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    Cited by:

    1. Joanna Sawicka & Elżbieta Marcinkowska, 2023. "Environmental CSR and the Purchase Declarations of Generation Z Consumers," Sustainability, MDPI, vol. 15(17), pages 1-14, August.
    2. Floritzel Moreno & Jiyun Kang, 2020. "How to alleviate consumer skepticism concerning corporate responsibility: The role of content and delivery in CSR communications," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2477-2490, November.
    3. Benkenstein, Martin & Bruhn, Manfred & Büttgen, Marion & Hipp, Christiane & Matzner, Martin & Nerdinger, Friedemann W., 2017. "Topics for Service Management Research - A European Perspective," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 1(1), pages 4-21.
    4. Natalia N. Telnova & Svyatoslav Serikov & Nelli A. Savelyeva & Tatiana Litvinova & Alexander Tenishchev, 2016. "Role of Business Administration in the Process of Formation of Post-Industrial Economy," European Research Studies Journal, European Research Studies Journal, vol. 0(2), pages 294-301.
    5. Park, Eunil, 2019. "Corporate social responsibility as a determinant of corporate reputation in the airline industry," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 215-221.
    6. Premendra Kumar Singh & Asokan Vasudevan & Elangbam Nixon Singh & Bidhu Kanti Das & Raju Ganesh Sunder & Nilesh R. Mate & Rajinder Kumar & Niharika Singh & Bendangienla Aier, 2024. "Impact of Corporate Social Responsibility (CSR) on Customer Loyalty in Indian Telecom Industry: The Moderating Role of Consumer Demographics," Sustainability, MDPI, vol. 16(16), pages 1-20, August.

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