| Summary: | 碩士 === 國立東華大學 === 企業管理學系 === 96 === Along with the change of the environment of business, charity and philanthropy was taken seriously by the enterprises. More and more people asked the enterprise for the corporate social responsibility. Thus, how to measure the CSR of the business is very importance. Then a new concept developed named “corporate social performance”. Corporate social performance is a tool that can measure the performance of corporate social responsibility by the business. It can help shareholders realize what the corporation does about the corporate social responsibility. It also can help the manager to administer the business. In the past, the research about CSP is scarcity, especially for the relationship between CSP and shareholders. Thus, this study focuses on the relationship between CSP and customer, one of the shareholders.
This study collected data from customers of 40 enterprises in service industry. 559 valid questionnaires were collected. After statistic analyses, the major findings of this study are summarized as follows: First, when enterprises have higher CSP, customer identification will higher. Second, when customer identification higher, customer behavior will stronger. Third, customer identification is the mediator of the relationship between CSP and customer behavior. Fourth, identity trustworthiness is the moderator of the relationship between customer identification and stronger claim on company.
This study is a cross-level analysis. We analysis the study from the CSP (organizational level) to customer behavior (individual level).
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