Corporate social responsibility authenticity from the perspective of restaurant consumers

Minseong Kim and Svetlana Stepchenkova

The Service Industries Journal, 2020, vol. 40, issue 15-16, 1140-1166

Abstract: While authenticity and personal values are considered critical components in the brand development process, little research has investigated their roles in the corporate social responsibility (CSR) context. Therefore, this study formulated an empirical research model to maximize the effectiveness of restaurant companies’ CSR efforts by considering the significant roles of CSR authenticity and personal value relevance in establishing and maintaining strong brand loyalty from consumers’ perspectives on CSR. With the data collected in the United States, this study found that consumers’ perception of CSR activities increases their favorable perceptions, attitudes, and behavior toward a restaurant brand through the significant mediating role of CSR authenticity. However, this study also found that depending on the degree of personal value relevance, the significant paths would be different. Based on the empirical findings, this study suggests managerial implications for foodservice companies to effectively design and implement CSR initiatives.

Date: 2020
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DOI: 10.1080/02642069.2020.1760249

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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