The DOI matches its Crossref record; 17 of the 17 references it cites were found in a registry or an index.
The influence of corporate social responsibility and price fairness on customer behaviour: evidence from the financial sector
Abstract
This paper explores how customers' perceptions of firms' corporate social responsibility (CSR) and fairness in their pricing strategy determine customers' behaviour as users of financial services. Specifically it proposes a model where CSR and price fairness positively determine customer loyalty through satisfaction and commitment. It also proposes that the entity's social responsibility actions influence customers' price fairness evaluations. To test this model, structural equation modelling is employed on a sample of 300 customers of banks and savings banks. Results show that both CSR and price fairness contribute to achieving customer loyalty, also confirming the roles of satisfaction and commitment as mediating variables. In addition, it is also shown that CSR influences customer perceptions of price fairness, in such a way that customers perceive that socially oriented firms are also fairer in their pricing strategies. Copyright © 2010 John Wiley & Sons, Ltd and ERP Environment.
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Cites
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Cited by
Gangi, F., Meles, A., D'Angelo, E., & Daniele, L. M. (2019) · Corporate Social Responsibility and Environmental Management · doi:10.1002/csr.1699 · Cited by 331
Kuo, T. C., Kremer, G. E. O., Phuong, N. T., & Hsu, C.-W. (2016) · Journal of Air Transport Management · doi:10.1016/j.jairtraman.2016.08.003 · Cited by 76
Damberg, S., Schwaiger, M., & Ringle, C. M. (2022) · Journal of Marketing Analytics · doi:10.1057/s41270-021-00147-2 · Cited by 69
Barakat Ali, M. A. (2022) · International Business Research · doi:10.5539/ibr.v15n7p30 · Cited by 7
Metadata
- Authors
- Matute-Vallejo, J., Bravo, R., & Pina, J. M.
- Venue
- Corporate Social Responsibility and Environmental Management
- Publisher
- Wiley
- Published
- 2010-09-30
- Volume
- 18
- Issue
- 6
- Pages
- 317-331
- ISSN
- 1535-3958 (ISSN-L)
- OpenAlex
- W2025222167
- Cited by
- 203
- References
- 17
- FWCI
- 8.19
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
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