Corporate Social Responsibility and Customer Loyalty: A Conceptual Framework

摘要：

To win loyalty in todays markets, companies have to focus on building and maintaining customer loyalty. CSR has become a useful tool, however, the relationship between CSR and customer loyalty is largely unexplored. This article explores the effect of CSR on loyalty. In the proposed model, it is shown that the effect of CSR on loyalty exists, but that the effect is not all direct, CSR works through improving corporate image and trust.

关键词： Corporate social responsibility Customer loyalty Corporate image Customer trust

作者: Yanqiu Liu Xing Zhou

作者单位: School of Management,Xiamen University,Fujian,361005 China

会议类型: 国际会议

会议名称: 2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

会议地点: 厦门

会议语种:英文

页码: 794-798

在线出版日期: 2009-06-08（万方平台首次上网日期，不代表论文的发表时间）