Corporate social responsibility: a roadmap toward customer loyalty – Proposing a research framework

This paper seeks to explore the path that links corporate social responsibility (CSR) to customer loyalty as previous studies have confirmed that no direct link seems to exist between the two variables. Considering the literature gap, this research provides future researchers an opportunity to thoro...

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Bibliographic Details
Main Author: Jiddi Fatima Ezzahra
Format: Article
Language:English
Published: EDP Sciences 2021-01-01
Series:SHS Web of Conferences
Online Access:https://www.shs-conferences.org/articles/shsconf/pdf/2021/30/shsconf_qqr2021_03001.pdf
Description
Summary:This paper seeks to explore the path that links corporate social responsibility (CSR) to customer loyalty as previous studies have confirmed that no direct link seems to exist between the two variables. Considering the literature gap, this research provides future researchers an opportunity to thoroughly understand the road that ties CSR and customer loyalty, especially in the hospitality industry. The research uses a newly proposed CSR conceptualization, customer loyalty dimensions, customer loyalty antecedents, and the relationship between them. In addition to the mediators, this study considers sociodemographic variables (age, gender, and education) as moderators. The new research framework proposed contributes to advance the existing knowledge of corporate social responsibility (CSR) and customer loyalty.
ISSN:2261-2424