IDEAS home Printed from https://ideas.repec.org/a/wly/sustdv/v27y2019i3p304-311.html
   My bibliography  Save this article

What drives “customer loyalty”? The role of corporate social responsibility

Author

Listed:
  • Eunil Park
  • Ki Joon Kim

Abstract

Given the importance of customer loyalty in the sustainability and success of the service industry, this study develops a loyalty‐enhancement model that integrates corporate social responsibility, service quality, customer satisfaction, and trust and applies the model to the case of South Korean mobile telecommunication service companies in order to explicate the process through which these factors contribute to increasing the sense of loyalty among service subscribers. Results of a structural equation modeling analysis (N = 910) revealed that corporate social responsibility and service quality led customers to experience greater satisfaction with and trust in the service, which in turn encouraged customers to be more loyal to their current service providers. Implications of the notable findings and limitations are discussed.

Suggested Citation

  • Eunil Park & Ki Joon Kim, 2019. "What drives “customer loyalty”? The role of corporate social responsibility," Sustainable Development, John Wiley & Sons, Ltd., vol. 27(3), pages 304-311, May.
    • Handle: RePEc:wly:sustdv:v:27:y:2019:i:3:p:304-311
    DOI: 10.1002/sd.1901
    as

    Download full text from publisher

    File URL: https://doi.org/10.1002/sd.1901
    Download Restriction: no
    File URL: https://libkey.io/10.1002/sd.1901?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
    ---><---

    Citations

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


    Cited by:

    1. Jesús J. Cambra‐Fierro & J. Alfredo Flores‐Hernández & Lourdes Pérez & Guadalupe Valera‐Blanes, 2020. "CSR and branding in emerging economies: The effect of incomes and education," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2765-2776, November.

    More about this item

    Statistics

    Access and download statistics

    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:wly:sustdv:v:27:y:2019:i:3:p:304-311. 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.

    We have no bibliographic references for this item. You can help adding them by using 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: Wiley Content Delivery (email available below). General contact details of provider: http://onlinelibrary.wiley.com/journal/10.1002/(ISSN)1099-1719 .

    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.