“为善，得善”：企业社会责任与客户成果的系列中介分析
"Do Good, Have Good": A Serial Mediation Analysis of CSR with Customers' Outcomes.
作者信息
Ahmed Ishfaq, Nazir Mian Sajid, Ali Imran, Khalid Arooj, Shaukat Muhammad Zeeshan, Anwar Farooq
机构信息
Hailey College of Commerce, University of the Punjab, Lahore, Pakistan.
Department of Management Sciences, COMSATS University Islamabad Lahore Campus, Lahore, Pakistan.
出版信息
Front Psychol. 2020 Apr 28;11:598. doi: 10.3389/fpsyg.2020.00598. eCollection 2020.
Corporate social responsibility (CSR) is envisaged to offer several outcomes and while customer-specific consequences are unclear or have not obtained due attention, there is a dearth of literature that focuses on perceptual, attitudinal and behavioral outcomes in tandem. Against this backdrop, this study entails the investigation of perceptual (service quality), attitudinal (affective commitment) and behavioral (customer citizenship behavior) outcomes of CSR through a serial mediation mechanism. A total of 994 responses obtained from fast-food restaurants, highlight the fact that CSR influences service quality, affective commitment, and customer citizenship behavior. Moreover, it is witnessed that CSR influences customer citizenship behavior indirectly as well, as the serial mediation mechanism is also proved. The practical and theoretical usefulness of the study is also provided at the end.
企业社会责任（CSR）被设想为能带来多种结果，虽然针对特定客户的影响尚不明朗或未得到应有关注，但缺乏同时关注感知、态度和行为结果的文献。在此背景下，本研究通过系列中介机制对企业社会责任的感知（服务质量）、态度（情感承诺）和行为（顾客公民行为）结果进行调查。从快餐店获得的994份回复表明，企业社会责任会影响服务质量、情感承诺和顾客公民行为。此外，还发现企业社会责任也间接影响顾客公民行为，系列中介机制也得到了证实。最后还阐述了该研究的实践和理论价值。
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