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THE FORMATION OF CUSTOMER CSR PERCEPTIONS IN THE BANKING SECTOR: THE ROLE OF COHERENCE, ALTRUISM, EXPERTISE AND TRUSTWORTHINESS

International Journal of Business and Society

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Title THE FORMATION OF CUSTOMER CSR PERCEPTIONS IN THE BANKING SECTOR: THE ROLE OF COHERENCE, ALTRUISM, EXPERTISE AND TRUSTWORTHINESS
 
Creator Pérez, Andrea
del Bosque, Ignacio Rodríguez
 
Description The purpose of the authors in this paper is twofold. First, we aim to broaden the scope of analysis in the CSR-customer domain by testing the multidimensionality of CSR perceptions. We also define the role of CSR coherence, corporate altruism, expertise and trustworthiness in the formation of customer CSR perceptions. Results demonstrate that both altruism and CSR coherence directly influence CSR perceptions because of the scepticism of customers towards CSR. Corporate credibility dimensions -expertise and trustworthiness- have significant different effects on the formation of customer CSR perceptions so our results corroborate the necessity of analyzing these two dimensions as different concepts which affect corporate image in diverse ways.Keywords: CSR Perceptions; CSR Coherence; Altruism; Expertise; Trustworthiness.
 
Publisher Faculty of Economics and Business, UNIMAS
 
Date 2017-11-28
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://publisher.unimas.my/ojs/index.php/IJBS/article/view/555
 
Source International Journal of Business and Society; Vol 16 No 1 (2015): International Journal of Business and Society
1511-6670
 
Language eng
 
Relation http://publisher.unimas.my/ojs/index.php/IJBS/article/view/555/497
 
Rights Copyright (c) 2017 International Journal of Business and Society