search query: @indexterm CUSTOMER RELATIONS / total: 402
reference: 9 / 402
| Author: | Lacey, R. Kennett-Hensel, P.A. |
| Title: | Longitudinal effects of corporate social responsibility on customer relationships |
| Journal: | Journal of Business Ethics
2010 : DEC III, VOL. 97:4, p. 581-597 |
| Index terms: | corporate responsibility social responsibility customer relations sports industry USA |
| Freeterms: | CSR longitudinal |
| Language: | eng |
| Abstract: | Based on field survey data gathered at both the beginning (n=750) and conclusion (n=469) of the 2007-2008 NBA season, this study examines linkages btw. customers' perceptions of the CSR performance of an NBA team and the strength of their relationship with this same organization. With all respondents of the latter survey participating in both samples, it is assessed how CSR performance impacts customer relationships over time. It is shown how a firm engaging in CSR initiatives may reap rewards by building trusting and committed customer relationships which, in turn, help forge desirable customer behaviours. In addition, it is also demonstrated how CSR's influence strengthens over the course of the tested business cycle etc. |
SCIMA