Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification
Despite the high relevance of Corporate Social Responsibility (CSR) in service businesses, investigations of its influence on the cruise sector are scarce. Relying on institutional theory, this study proposes a model with cruise customers� trust and identification as the key factors between CSR re...
| Main Authors: | Ahn, J., Shamim, A., Park, J. |
|---|---|
| Format: | Article |
| Institution: | Universiti Teknologi Petronas |
| Record Id / ISBN-0: | utp-eprints.30378 / |
| Published: |
Elsevier Ltd
2021
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https://www.scopus.com/inward/record.uri?eid=2-s2.0-85092211758&doi=10.1016%2fj.ijhm.2020.102706&partnerID=40&md5=252d25861da9bd7f852654c5e0a96917 http://eprints.utp.edu.my/30378/ |
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utp-eprints.303782022-03-25T06:44:49Z Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification Ahn, J. Shamim, A. Park, J. Despite the high relevance of Corporate Social Responsibility (CSR) in service businesses, investigations of its influence on the cruise sector are scarce. Relying on institutional theory, this study proposes a model with cruise customers� trust and identification as the key factors between CSR reputation and customers� loyalty. Using data from 292 cruise customers, results support the impact of customers� perceived CSR reputation of cruise companies on two relational constructs and loyal behavior. Only customers� identification mediates the relationships between reputation and brand loyalty. Thus, findings suggest that cruise customers likely form high-level loyal behavior when they perceive companies� CSR activities and their similarities with such companies. From these significant findings, the authors draw several theoretical and practical implications, including the importance of enhancing the company's focus on its CSR reputations. This study also provides directions to promote identity strengths for enhancing the impact of CSR reputation on company performance. © 2020 Elsevier Ltd Elsevier Ltd 2021 Article NonPeerReviewed https://www.scopus.com/inward/record.uri?eid=2-s2.0-85092211758&doi=10.1016%2fj.ijhm.2020.102706&partnerID=40&md5=252d25861da9bd7f852654c5e0a96917 Ahn, J. and Shamim, A. and Park, J. (2021) Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification. International Journal of Hospitality Management, 92 . http://eprints.utp.edu.my/30378/ |
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Universiti Teknologi Petronas |
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UTP Institutional Repository |
| description |
Despite the high relevance of Corporate Social Responsibility (CSR) in service businesses, investigations of its influence on the cruise sector are scarce. Relying on institutional theory, this study proposes a model with cruise customers� trust and identification as the key factors between CSR reputation and customers� loyalty. Using data from 292 cruise customers, results support the impact of customers� perceived CSR reputation of cruise companies on two relational constructs and loyal behavior. Only customers� identification mediates the relationships between reputation and brand loyalty. Thus, findings suggest that cruise customers likely form high-level loyal behavior when they perceive companies� CSR activities and their similarities with such companies. From these significant findings, the authors draw several theoretical and practical implications, including the importance of enhancing the company's focus on its CSR reputations. This study also provides directions to promote identity strengths for enhancing the impact of CSR reputation on company performance. © 2020 Elsevier Ltd |
| format |
Article |
| author |
Ahn, J. Shamim, A. Park, J. |
| spellingShingle |
Ahn, J. Shamim, A. Park, J. Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification |
| author_sort |
Ahn, J. |
| title |
Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification |
| title_short |
Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification |
| title_full |
Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification |
| title_fullStr |
Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification |
| title_full_unstemmed |
Impacts of cruise industry corporate social responsibility reputation on customers� loyalty: Mediating role of trust and identification |
| title_sort |
impacts of cruise industry corporate social responsibility reputation on customers� loyalty: mediating role of trust and identification |
| publisher |
Elsevier Ltd |
| publishDate |
2021 |
| url |
https://www.scopus.com/inward/record.uri?eid=2-s2.0-85092211758&doi=10.1016%2fj.ijhm.2020.102706&partnerID=40&md5=252d25861da9bd7f852654c5e0a96917 http://eprints.utp.edu.my/30378/ |
| _version_ |
1741197396141932544 |
| score |
11.62408 |