The Effect of Corporate Social Responsibility on Customer Trust and Loyalty

Achilleas Barlas, Aggeliki Valakosta, Christos Katsionis (), Anastasios Oikonomou and Vasiliki Brinia
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Achilleas Barlas: Department of Economics, University of Thessaly, 382 21 Volos, Greece
Aggeliki Valakosta: Department of Economics, University of Thessaly, 382 21 Volos, Greece
Christos Katsionis: Teacher Education Program, Department of Informatics, Athens University of Economics and Business, 104 34 Athens, Greece
Anastasios Oikonomou: Teacher Education Program, Department of Informatics, Athens University of Economics and Business, 104 34 Athens, Greece
Vasiliki Brinia: Teacher Education Program, Department of Informatics, Athens University of Economics and Business, 104 34 Athens, Greece

Sustainability, 2023, vol. 15, issue 2, 1-14

Abstract: The concept of Corporate Social Responsibility (CSR) has been the subject of various studies in recent decades. The purpose of this research was to study the Corporate Social Responsibility of companies, in combination with customers’ perspectives, in terms of their trends regarding their trust and loyalty. In this study, the business sector of the Greek mobile telecommunications’ companies was selected, where research on issues related to CSR is not considered extensive, to analyze customers’ attitudes towards a company that emphasizes its social responsibility. To complete the theoretical framework, questionnaires were collected to empirically investigate correlations and highlight, ultimately, the importance of having socially responsible companies in the mobile telecommunications sector in Greece. The present research proved that both at the bibliographic and practical level, successful companies are the ones that are concerned not only with increasing their sales and profitability, but also with enhancing and emphasizing their social impact and returning value to society.

Keywords: corporate social responsibility; corporate responsibility; customer loyalty; customer trust (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2023
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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