Boosting customer citizenship behavior through corporate social responsibility: does perceived service quality matter?

Ahmad Aljarah and Majed Alrawashdeh

Social Responsibility Journal, 2020, vol. 17, issue 5, 631-647

Abstract: Purpose - Prior studies have not yet made sufficient effort to examine the relationship between corporate social responsibility (CSR) and customer citizenship behavior (CCB) in the hospitality context. The purpose of this study is to explore the role of CSR in fostering CCB in the hospitality context, as well as the mechanisms underlying the relationship. Design/methodology/approach - This study obtained its empirical evidence from 422 hotel customers in North Cyprus and applied a structural equation modeling analysis. Findings - The findings reveal that CSR significantly contributes to customer help, customer feedback and customer tolerance. Surprisingly, the results do not support the existence of a significant relationship between CSR and customer advocacy. Evidence indicates that perceived service quality plays a partial mediating role. Practical implications - This study has shown that customers are rewarding firms involved in CSR initiatives in the form of CCB – directly and indirectly – through perceived service quality. This finding can advance managers’ understanding, enabling them to better manage their CSR initiatives to achieve the most effective outcomes. Originality/value - The study advances a convergence between the research streams of CSR and CCB, which has been under-explored in the tourism context. The study also extends the CSR and customer citizenship literature through a novel mediation mechanism of perceived service quality.

Keywords: Corporate social responsibility; Hospitality industry; Customer citizenship behavior; Percieved service quality (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:eme:srjpps:srj-03-2019-0098

DOI: 10.1108/SRJ-03-2019-0098

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