Do customer satisfaction and reputation mediate the CSR–FP link? : evidence from Australia/

By:

Galbreath, Jeremy [author]

Contributor(s):

Shum, Paul [co author]

Material type: Text

TextSeries: Australian journal of management ; Volume 37, number 2Los Angeles : Sage, 2012Content type:

text

Media type:

unmediated

Carrier type:

volume

ISSN:

03128962

Subject(s):

Corporate social responsibility -- Customer satisfaction -- Corporate reputation -- Australia

LOC classification:

HD31 AUS

Online resources:

Click here to access online

Abstract: Direct tests between corporate social responsibility (CSR) and firm performance (FP) have been argued to be spurious. Following this line of argument, the present study tests a mediated model in understanding the CSR–FP relationship. Specifically, we posit that reputation and customer satisfaction mediate fully the CSR–FP relationship. Based on the results from a sample of 280 Australian firms, the findings suggest that CSR is linked with FP. However, the effect is indirect: while CSR is linked to both reputation and customer satisfaction, reputation alone mediates the CSR–FP relationship. The results are interesting, suggesting that to reduce ambiguity surrounding the CSR–FP relationship scholars need to significantly expand studies that address moderating and mediating variables. Discussion is given to these findings along with paths for future research.

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Holdings
Item type	Current library	Call number	Vol info	Status	Notes	Date due	Barcode
Journal Article	Main Library - Special Collections	HD31 AUS (Browse shelf(Opens below))	Vol. 37, no.2 (pages 211-230)	Not for loan	For in house use only

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Previous	HD31 AUS The market acceptance of corporate social responsibility : a comparison across six countries/regions/	HD31 AUS Institutional investor influence on global climate change disclosure practices/	HD31 AUS Profiling socially responsible investors : Australian evidence/	HD31 AUS Do customer satisfaction and reputation mediate the CSR–FP link? : evidence from Australia/	HD31 AUS Recession fears as self-fulfilling prophecies? : influence on stock returns and output/	HD31 AUS Size and book-to-market factors in Australia/	HD31 AUS Capital structure : the case of firms issuing debt/	Next

Direct tests between corporate social responsibility (CSR) and firm performance (FP) have been argued to be spurious. Following this line of argument, the present study tests a mediated model in understanding the CSR–FP relationship. Specifically, we posit that reputation and customer satisfaction mediate fully the CSR–FP relationship. Based on the results from a sample of 280 Australian firms, the findings suggest that CSR is linked with FP. However, the effect is indirect: while CSR is linked to both reputation and customer satisfaction, reputation alone mediates the CSR–FP relationship. The results are interesting, suggesting that to reduce ambiguity surrounding the CSR–FP relationship scholars need to significantly expand studies that address moderating and mediating variables. Discussion is given to these findings along with paths for future research.

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