A Literature Review on Trust and Corporate Image in Enhancing Sustainable Sales through Customer Satisfaction

Eka Masryawati () and Andi Ratna Sari Dewi
Additional contact information
Eka Masryawati: Universitas Hasanuddin
Andi Ratna Sari Dewi: Universitas Hasanuddin

A chapter in Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025), 2026, pp 34-48 from Springer

Abstract: Abstract In the current era of sustainability-driven business practices, customer trust and corporate image have emerged as strategic relational assets that influence long-term customer loyalty and sustainable sales performance. This study systematically reviews recent literature that explores the interconnected roles of trust, corporate image, and customer satisfaction in shaping customer loyalty. Employing a Systematic Literature Review (SLR) method, this research analyzes fifteen peer-reviewed articles published between 2019 and 2025, sourced from academic databases such as Scopus, Web of Science, Elsevier, Taylor & Francis, IEEE, and MDPI. The findings reveal that CSR and ESG initiatives enhance trust and corporate image, which in turn significantly influence customer satisfaction and loyalty across diverse sectors including banking, hospitality, retail, consumer goods, and environmental services. Customer satisfaction consistently mediates the relationship between CSR/ESG and loyalty, validating the theoretical model grounded in Social Exchange Theory, Signaling Theory, and Relationship Marketing Theory. The results underscore the importance of building relational capital through responsible business practices to achieve sustainable sales outcomes. This review contributes both theoretical insights and managerial implications for companies seeking to align customer engagement with long-term sustainability goals.

Keywords: Trust; Corporate Image; Customer Satisfaction; CSR; ESG; Loyalty (search for similar items in EconPapers)
Date: 2026
References: Add references at CitEc
Citations:

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6239-709-5_4

Ordering information: This item can be ordered from
http://www.springer.com/9789462397095

DOI: 10.2991/978-94-6239-709-5_4

Access Statistics for this chapter

More chapters in Advances in Economics, Business and Management Research from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().