Digitalization and Corporate Social Responsibility: A Case Study of the Moroccan Auto Insurance Sector

Soukaina Abdallah-Ou-Moussa, Martin Wynn (), Omar Kharbouch and Zakaria Rouaine
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Soukaina Abdallah-Ou-Moussa: Faculty of Economics and Management, Ibn Tofail University, Kenitra B.P 242, Morocco
Martin Wynn: School of Business, Computing and Social Sciences, University of Gloucestershire, Cheltenham GL50 2RH, UK
Omar Kharbouch: Faculty of Economics and Management, Ibn Tofail University, Kenitra B.P 242, Morocco
Zakaria Rouaine: Faculty of Economics and Management, Ibn Tofail University, Kenitra B.P 242, Morocco

Administrative Sciences, 2024, vol. 14, issue 11, 1-27

Abstract: The aim of this article is to explore the impact of digitalization on corporate social responsibility (CSR) in the automobile insurance sector in Morocco. This article first explores the theoretical and conceptual foundations of digital transformation and CSR. A mixed methods approach is then used, combining qualitative interviews with a wider quantitative survey, to investigate how digital innovations influence CSR practices. Interview analysis provides the basis for the development of a conceptual framework and eight hypotheses, which are then tested using quantitative techniques to analyze survey data. The results reveal several links between the benefits of digitalization and CSR. Claims management platforms, digital roadside assistance tools, and digital vehicle assessment and inspection all positively impact policyholders’ well-being in terms of compensation and asset preservation, thereby enhancing the CSR profile of automobile insurers. Similarly, augmented reality (AR) and virtual reality (VR) training and simulation, as well as repair assistance, have positive impacts on policyholders’ well-being and advance the CSR positioning of automobile insurers. This article has limitations as it is based on a narrow industrial sector in a single country, but it nonetheless highlights certain relevant interrelationships between digitalization and CSR, contributing to the development of theory and practice in these research areas.

Keywords: digitalization; corporate social responsibility; CSR; automobile insurance sector; claims management; digital technologies (search for similar items in EconPapers)
JEL-codes: L M M0 M1 M10 M11 M12 M14 M15 M16 (search for similar items in EconPapers)
Date: 2024
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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