How to Reap the CSR Fruits: The Crucial Role Played by Customers

Pietro Lanzini () and Antonio Tencati ()
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Pietro Lanzini: Ca’ Foscari University
Antonio Tencati: University of Brescia

A chapter in The Palgrave Handbook of Corporate Social Responsibility, 2021, pp 843-861 from Springer

Abstract: Abstract In times of unprecedented relevance of Corporate Social Responsibility (CSR), companies need to gain a deeper understanding of actual and prospective customers, shedding light on the antecedents of their behavioral choices as to better address their needs and ambitions, in order to get a competitive edge. By adopting a chronological approach, the present chapter provides an overview of the development of research on responsible consumers over time. From early studies focusing on market segmentation based on socio-demographic and psychographic variables, the focus shifts to sophisticated models based either on cognitive processes or on habits, or on a mixture of both. Given the complexity of the phenomenon and its dynamic and ever-evolving nature, the chapter ends with a discussion of cutting-edge perspectives of analysis that represent the latest advancements of the discipline. These new streams of studies focus on the need to adopt holistic, dynamic, cross-cultural, and trust-based approaches, and pave the way for future research.

Keywords: Consumer trust; Cross-cultural approach; Dynamic approach; Holistic approach; Responsible consumer behavior (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-030-42465-7_91

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DOI: 10.1007/978-3-030-42465-7_91

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