دانلود رایگان مقاله انگلیسی اثرات مسئولیت اجتماعی شرکت و کیفیت خدمات بر عملکرد شرکت های حمل و نقل - الزویر 2018

ABSTRACT

The interaction impacts of corporate social responsibility (CSR) and service quality (SQ) on customer satisfaction, job satisfaction, and financial performance are investigated in the context of shipping. Interviews were conducted, and surveys were administered on 156 shipping firms with operations in Singapore. The collected data were analysed using structural equation modelling. The results showed that: (1) customer and job satisfaction fully-mediate the link between corporate level associations (i.e. CSR and SQ) and shipping firms’ financial performance; (2) CSR and SQ complement each other in driving job and customer satisfaction; (3) the interaction between CSR and SQ produces synergistic effects on customer satisfaction but compensatory effects on job satisfaction. The results suggest that the decision to implement CSR is contingent on the motivation of a firm as well as its current SQ capability. This paper contributes to the literature by reconciling the conflicting views on managing SQ performance and corporate social performance based on stakeholder theory, economic theory of complementarities and perceived value theory.

Conclusion

Discussion of results

As shown in Fig. 1, the model suggests that the effect of SQ on financial performance is fully-mediated by customer and job satisfaction. This finding is consistent with the satisfaction-profit-chain model whereby customers must be satisfied with the SQ of a firm before it can benefit financially through enhanced repurchase intentions and positive word-of-mouth. Similarly, the finding is also consistent with organisational identity theory which suggests that the satisfaction of employees can be enhanced by their employer’s strong SQ capability, which improves the employer’s reputation in the trade. Subsequently, satisfied employees could lead to improved financial performance of their employer due to improved productivity, lower absenteeism as well as attrition rates. The model also suggests that the effect of CSR on a firm’s financial performance is fully-mediated by customer and job satisfaction. This finding corroborates the recent literature which introduces stakeholder theory to explain for the mixed results found between CSR and a firm’s financial performance (Freeman, 2010). Since stakeholders such as customers and employees have to be satisfied prior to any financial performance improvements, it is thus crucial that CSR activities are analysed and aligned with stakeholders’ interests (Bhattacharya et al., 2009), and are implemented to their satisfaction.