Exploring the Mediating Role of Customer-Company Identification
The Association Between Perceived Corporate Social Responsibility and Customer Citizenship Behavior
Bibliographic Data
| ID | 15538445 |
|---|---|
| Authors | Xiangyu Bian (0009-0009-3630-3197, corresponding author) |
| Year | 2023 |
| Volume | 20 |
| Issue | S1 |
| Pages | 617-627 |
| Publication date | 2023-07-24 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | MIGRATION LETTERS (JOURNAL) |
| Journal identifiers | ISSN: 1741-8984 • E-ISSN: 1741-8992 |
| Publisher | Dewspublication (PUBLISHER) |
| DOI | 10.59670/ml.v20is1.3606 |
| OpenAlex | W4389457140 |
| Language | EN |
| Citations received | 1 |
| References cited | 14 |
Customer citizenship behavior can not only reduce the production and marketing costs of enterprises, but also improve customer satisfaction and achieve long-term development. Taking the customers of Chinese Internet companies as the research object, this study aims to examine the role of customer-perceived CSR on customer citizenship behavior and to explore whether customer-company identification will act as a mediator in it. Through an empirical analysis of 832 Internet company customers, the results reveal a significant link between customer-perceived CSR and customer citizenship behavior. At the same time, the intermediary effect of customer-company identification also has a significant supporting role. Based on the findings of the study, the following management insights can be discerned: Internet companies should actively undertake social responsibilities. Companies should also strengthen communication with customers to enable customers to have a deeper understanding of the company's social responsibility commitments, thereby enhancing customers' sense of identification with the company. In addition, companies can consider creating incentives to encourage customers to engage in more citizenship behaviors
Business · Citizenship · Corporate social responsibility · Customer advocacy · Customer delight · Customer engagement · Customer Equity · Customer intelligence · Customer retention · Customer satisfaction · Customer to customer · Identification (biology · Organizational citizenship behavior · Organizational commitment · Public relations · Service (business · Service quality · Social media · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Knowledge Management and Sharing · Marketing
Carroll’s pyramid of CSR
Social Exchange Theory
Consumer–Company Identification
Corporate Social Responsibility, Customer Satisfaction, and Market Value
Customers as Good Soldiers
Corporate Hypocrisy
The impact of perceived corporate social responsibility on consumer behavior
Antecedents and Consequences of Customer-Company Identification
The nexus between corporate social responsibility and target-based customer citizenship behavior
Do Corporate Social Responsibility Reports Convey Value Relevant Information? Evidence from Report Readability and Tone
Customer co-creation of travel services
Direct and Indirect Effects
Social Responsibilities of the Businessman
| Citations per year | 1 |
|---|---|
| Citation span | 2026 - 2026 (1) |
| Highly cited | No |