進階搜尋


下載電子全文  
系統識別號 U0026-3008201615175200
論文名稱(中文) 企業社會責任和顧客忠誠度:顧客對公司認同、顧客滿意度和品牌偏好的作用
論文名稱(英文) Corporate Social Responsibility and Consumer Loyalty: The Roles of Consumer-company Identification, Consumer Satisfaction and Brand Preference
校院名稱 成功大學
系所名稱(中) 電信管理研究所
系所名稱(英) Institute of Telecommunications and Management
學年度 104
學期 2
出版年 105
研究生(中文) 王泓皓
研究生(英文) Hung-Hao Wang
學號 R96034042
學位類別 碩士
語文別 英文
論文頁數 71頁
口試委員 指導教授-廖俊雄
口試委員-鄭永祥
口試委員-呂錦山
口試委員-楊清喬
口試委員-曾柏興
中文關鍵字 企業社會責任  顧客忠誠度  社會認同理論  期望失驗理論  電信產業 
英文關鍵字 Corporate social responsibility (CSR)  Consumer loyalty  Social identity theory  Expectation disconfirmation theory  Telecommunications industry 
學科別分類
中文摘要 「企業社會責任」概念是越來越受到全球企業重視的商業策略,公司透過企業社會責任活動傳遞給顧客自身公司的特性,區分公司和其他競爭者的差別,並且和其顧客建立了長期關係,「顧客忠誠度」是顧客對於公司滿意與否的表現方式,這也和公司獲利程度息息相關。本研究的目的是探討電信業者是否能藉由企業社會責任活動來提升用戶的顧客忠誠度,藉由「社會認同理論」和「期望失驗理論」,本研究設定企業社會責任為顧客忠誠度的前因,並考量「顧客對公司認同」、「顧客滿意度」及「品牌偏好」等三個構面。資料收集是以面對面問卷訪談的方式進行,訪問對象為台灣電信業者的用戶,最後回收的有效樣本數為408份,用以檢驗研究模式中構面的同意程度與因果關係,並且藉由ANOVA檢驗顧客忠誠度是否會應受訪者的社經特性而有顯著的差異,此外也檢測顧客對公司認同、顧客滿意度及品牌偏好對企業社會責任與顧客忠誠度之間是否存在著中介效果。所收集到的資料先進行敘述性統計以及驗證性因素分析之後,接著運用結構方程模式來檢視實證分析結果是否與研究假設相符。
研究結果顯示,企業社會責任對顧客對公司認同與顧客滿意度有顯著的正向關係,顧客對公司認同對顧客滿意度與顧客忠誠度有顯著的正向關係,顧客滿意度對品牌偏好有顯著的正向關係,以及品牌偏好對顧客忠誠度有顯著的正向關係。然而,企業社會責任對品牌偏好以及顧客滿意度對顧客忠誠度等兩條關係則呈現不顯著的影響。其中,標準化路徑係數的比較發現影響顧客忠誠度最大的是顧客對公司認同,接著依序為品牌偏好、顧客滿意度,與企業社會責任。企業社會責任和顧客忠誠度之間受到顧客對公司認同、顧客滿意度和品牌偏好的部分中介效果影響。此外研究也發現月租費高低、行動電話營運商以及使用行動電話營運商的時間長短與顧客忠誠度具有顯著關係。最後,根據實證數據分析的結果,本研究提出相對應的管理意涵給電信業者,建立他們的企業社會責任活動以提升其顧客忠誠度。
英文摘要 The concept of CSR has become an increasingly important business strategy of companies worldwide. CSR activities inform consumers about a company’s identity, differentiate it from its competitors, and build up long-term relationships with its customers. Consumer loyalty is a typical way to express consumer satisfaction with a company’s performance, and it is closely connected with profitability. The aim of this study is to examine whether the CSR initiatives of telecommunications companies enhance the level of consumer loyalty for their subscribers. Based on social identity theory and expectation disconfirmation theory, this study models CSR as an antecedent of consumer loyalty by considering three constructs: consumer-company (C-C) identification, consumer satisfaction, and brand preference. The extent of and the causal relationships among the constructs in the research model are empirically examined with data collected via a face-to-face questionnaire survey from 408 telecommunications subscribers in Taiwan. An ANOVA is used to determine whether or not the consumer loyalty level of the respondents varies with their demographic characteristics. In addition, C-C identification, consumer satisfaction, and brand preference are used to test the mediating effect between CSR and consumer loyalty. Descriptive statistics analysis and confirmatory factor analysis (CFA) are conducted to provide a basic summary of the sample data and to examine the discrepancy between the hypotheses and the empirical data to test whether the proposed theoretical model fits empirical data. Subsequently, structural equation modeling (SEM) is applied to test the causal model and understand the relationship among constructs.
The results of the study are summarized as follows: It was found at a level of statistical significance that CSR positively influences C-C identification and consumer satisfaction; C-C identification positively influences consumer satisfaction and consumer loyalty; consumer satisfaction positively influences brand preference, and brand preference positively influences consumer loyalty. However, no significant relationship was found between CSR and brand preference or between consumer satisfaction and consumer loyalty. In particular, the comparison of the standardized path coefficients revealed that C-C identification had the strongest impact on consumer loyalty, followed by brand preference, consumer satisfaction, and CSR. The association between CSR and consumer loyalty was found to be partially mediated by C-C identification, consumer satisfaction, and brand preference. Further, the ANOVA results revealed there to be significant relationships among demographic characteristics (i.e., monthly fee, mobile phone operator, and original adoption time of mobile phone operator) and consumer loyalty. Finally, managerial suggestions are provided for telecommunications companies to help them increase their CSR activities in order to increase consumer loyalty.
論文目次 Table of Contents.......................................I
List of Tables.........................................II
List of Figures.......................................III
1. Introduction....................................1
1.1 Background and Motivation...........................1
1.2 Research Objectives.................................5
2. Theoretical Background...............................7
2.1 Social Identity Theory..............................7
2.2 Expectation Disconfirmation Theory..................9
3. Hypothesis Development..............................12
3.1 Corporate Social Responsibility....................12
3.2 Consumer-company Identification....................13
3.3 Consumer Satisfaction..............................14
3.4 Brand Preference...................................16
3.5 Consumer Loyalty...................................18
4. Research Model and Design...........................24
4.1 Research Model.....................................24
4.2 Measurement Development............................24
4.3 Data Collection and Sampling.......................28
4.4 Analysis Procedure.................................28
5. Empirical Results...................................31
5.1 Descriptive Statistics Analysis....................31
5.1.1 Respondent Profile...............................31
5.1.2 Means and Standard Deviation of Items............32
5.1.3 Analysis of Variance on Consumer Loyalty.........35
5.2 Confirmatory Factor Analysis.......................36
5.3 Structural Equation Modeling.......................39
5.4 Mediation Analysis.................................44
6. Conclusion and Discussion...........................47
6.1 Summary of the Results.............................47
6.2 Managerial Implications............................48
6.3 Limitations and Future Research....................49
References.............................................51
Appendix A: Items in Questionnaire.....................66
Appendix B: Items in Chinese Questionnaire.............68
參考文獻 Aaker, D. A. (1996). Measuring brand equity across products and markets. California Management Review, 38(3), 102-120.
Aaker, D. A., & Keller, K. L. (1990). Consumer evaluations of brand extensions. Journal of Marketing, 50(1), 27-41.
Aguilera, R. V., Rupp, D., Williams, C. A., & Ganapathi, J. (2007). Putting the S back in corporate social responsibility: A multi-level theory of social change in organizations. Academy of Management Review, 32(8), 836-863.
Ahearne, M., Bhattacharya, C. B., & Gruen, T. (2005). Antecedents and consequences of customer-company identification: Expanding the role of relationship marketing. Journal of Applied Psychology, 90(3), 574-585.
Alamro, A., & Rowley, J. (2011). Antecedents of brand preference for mobile telecommunications services. Journal of Product & Brand Management, 20(6), 475-486.
Algina, J., Oshima, T. C., & Lin, W. Y. (1994). Type I error rates for Welch’s test and James’s second-order test under nonnormality and inequality of variance when there are two groups. Journal of Educational and Behavioral Statistics, 19(3), 275-291.
Allen, N. J., & Meyer, J. P. (1990). The measurement and antecedents of affective, continuance and normative commitment to the organization. Journal of Occupational Psychology, 63(1), 1-18.
American Telephone & Telegraph [AT&T] (2015). AT&T Issue Brief Builder. Retrieved from http://about.att.com/apps/csr/services/IssueBriefBuilder.pdf?download= people/supporting-education--at-t-aspire
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12(2), 125-143.
Anselmsson, J., & Johansson, U. (2007). Corporate social responsibility and the positioning of grocery brands: An exploratory study of retailer and manufacturer brands at point of purchase. International Journal of Retail & Distribution Management, 35(10), 835-856.
Aquino, K., & Reed II, A. (2002). The self-importance of moral identity. Journal of Personality and Social Psychology, 83(6), 1423-1440.
Ashforth, B. E., & Mael, F. (1989). Social identity theory and the organization. Academy of Management Review, 14(1), 20-39.
Auger, P., Devinney, T. M., Louviere, J. J., & Burke, P. F. (2008). Do social product features have value to consumers? International Journal of Research in Marketing, 25(3), 183-191.
Babin, B. J., & Griffin, M. (1998). The nature an updated of satisfaction: Examination and analysis. Journal of Business Research, 41(2), 127-136.
Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Bai, X., & Chang, J. (2015). Corporate social responsibility and firm performance: The mediating role of marketing competence and the moderating role of market environment. Asia Pacific Journal of Management, 32(2), 505-530.
Baron, R. M., & Kenny, D. A. (1986). The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173-1182.
Barrett, P. (2007). Structural equation modeling: Adjudging model fit. Personality and Individual Differences, 42(5), 815-824.
Bass, F. M., & Wilkie, W. L. (1973). A comparative analysis of attitudinal predictions of brand preference. Journal of Marketing Research, 10(3), 262-269.
Belch, G. E., & Belch, M. A. (1987). The application of an expectancy value operationalization of function theory to examine attitudes of boycotters and nonboycotters of a consumer product. Association for Consumer Research, 14(1), 232-236.
Bell, S. J., & Menguc, B. (2002). The employee-organization relationship, organizational citizenship behaviors, and superior service quality. Journal of Retailing, 78(2), 131-146.
Berens, G., van Riel, C., & van Bruggen, G. H. (2005). Corporate associations and consumer product responses: The moderating role of corporate brand dominance. Journal of Marketing, 69(3), 35-48.
Bergami, M., & Bagozzi, R. P. (2000). Self‐categorization, affective commitment and group self‐esteem as distinct aspects of social identity in the organization. British Journal of Social Psychology, 39(4), 555-577.
Berkman, H., Lindquist, J., & Sirgy, M., (1996). Consumer behavior. Lincolnwood, IL: NTC Business Books.
Berman, S. L., Wicks, A. C., Kotha, S., & Jones, T. M. (1999). Does stakeholder orientation matter? The relationship between stakeholder management models and firm financial performance. Academy of Management Journal, 42(5), 488-506.
Bettencourt, L. A. (1997). Customer voluntary performance: Customers as partners in service delivery. Journal of Retailing, 73(3), 383-406.
Bhattacharya, C. B., & Sen, S. (2004). Doing better at doing good: When, why, and how consumers respond to corporate social initiatives. California Management Review, 47(1), 9-25.
Bhattacharya, C. B., & Sen, S., (2003). Consumer-company identification: A framework for understanding consumers’ relationships with companies. Journal of Marketing, 67(2), 76-88.
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370.
Biehal, G. J., & Sheinin, D. A. (2007). The influence of corporate messages on the product portfolio. Journal of Marketing, 71(2), 12-25.
Bollen, K. A. (1989). A new incremental fit index for general structural equation models. Sociological Methods & Research, 17(3), 303-316.
Bolton, R. N., & Drew, J. H. (1991). A multistage model of customers’ assessments of service quality and value. Journal of Consumer Research, 17(4), 375-384.
Brewer, M. B. (1991). The social self: On being the same and different at the same time. Personality and Social Psychology Bulletin, 17(5), 475-482.
Brown, M. B., & Forsythe, A. B. (1974). Robust tests for the equality of variances. Journal of the American Statistical Association, 69(346), 364-367.
Brown, T. J., & Dacin, P. A. (1997). The company and the product: Corporate associations and consumer product responses. Journal of Marketing, 61(1), 68-84.
Browne, M. W., & Cudeck, R. (1992). Alternative ways of assessing model fit. Sociological Methods & Research 21(2), 230-258.
Byrne, B. M. (2009). Structural equation modeling with AMOS: Basic concepts, applications, and programming (2nd ed.). London, England: Taylor & Francis Group.
Carr, M. (2001). Assessment in early childhood settings: Learning stories. London, England: Paul Chapman.
Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons 34(4), 39-48.
Carroll, A. B. (1999). Corporate social responsibility: Evolution of a definitional construct. Business & Society, 38(3), 268-295.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81-93.
Choi, B., & La, S. (2013). The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery. Journal of Services Marketing, 27(3), 223-233.
Chomvilailuk, R., & Butcher, K. (2010). Enhancing brand preference through corporate social responsibility initiatives in the Thai banking sector. Asia Pacific Journal of Marketing and Logistics, 22(3), 397-418.
Chunghwa Telecom [CHT] (2015). Chunghwa Telecom Corporate Social Responsibility Report 2015. Retrieved from http://www.cht.com.tw/csr/rpt_down/anr-2015.html
Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Clarkson, M. B. E. (1995). A stakeholder framework for analyzing and evaluating corporate social performance. The Academy of Management Review, 20(1), 92-117.
Cobb-Walgren, C. J., Ruble, C. A., & Donthu, N. (1995). Brand equity, brand preference, and purchase intent. Journal of Advertising, 24(3), 25-40.
Cochran, P. L., & Wood, R. A. (1984). Corporate social responsibility and financial performance. Academy of Management Journal, 27(1), 42-56.
Cramer, J., Jonker, J., & Heijen, A. (2004). Making sense of corporate social responsibility. Journal of Business Ethics. 55(2), 215-222.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139-173.
Dahlsrud, A. (2008). How corporate social responsibility is defined: An analysis of 37 definitions. Corporate Social Responsibility and Environmental Management, 15(1), 1-13.
Darigan, K. H., & Post, J. E. (2009). Corporate citizenship in China: CSR challenges in the ‘harmonious society’. Journal of Corporate Citizenship, 35, 39-53.
Davies, G., Chun, R., da Silva, R. V., & Roper, S. (2004). A corporate character scale to assess employee and customer views of organization reputation. Corporate Reputation Review, 7(2), 125-146.
Davis, K. (1960). Can business afford to ignore social responsibilities? California Management Review, 2(3), 70-76.
Day, G.S., (1969). A two-dimensional concept of brand loyalty. Journal of Advertising Research, 9(3), 29-35.
Dennis, B., Neck, C. P., & Goldsby, M. (1998). Body shop international: An exploration of corporate social responsibility. Management Decision, 36(10), 649-653.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Du, S., Bhattacharya, C. B., & Sen, S. (2007). Reaping relational reward from corporate social responsibility: The role of competitive positioning. International Journal of Research in Marketing, 24(3), 224-41.
Dudgeon, P. (2004). A note on extending Steiger’s (1998) multiple sample RMSEA adjustment to other noncentrality parameter-based statistics. Structural Equation Modeling, 11(3), 305-319.
Duffy, D. L. (2005). The evolution of customer loyalty strategy. Journal of Consumer Marketing, 22(5), 284-286.
Dutton, J. E., Dukerich, J. M., & Harquail, C. V. (1994). Organizational images and member identification. Administrative Science Quarterly, 39(2), 239-263.
Edvardsson, B., Gustafsson, A., Sanden, B., & Johnson, M. D. (2000). New service development and innovation in the new economy. Lund, Sweden: Studentlitteratur.
Eells, R., & Walton, C. (1974). Conceptual foundation of business (3rd ed.). Burr Ridge, IL: Irwin.
Ekinci, Y., Dawes, P. L., & Massey, G. R. (2008). An extended model of the antecedents and consequences of consumer satisfaction for hospitality services. European Journal of Marketing, 42(1/2), 35-68.
Far Eastone Telecommunications [FET] (2015). 2015 FET Corporate Social Responsibility Report. Retrieved from https://www.fetnet.net/cs/Satellite/ Corporate/coSociety Report
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: Nature, purpose, and findings. The Journal of Marketing, 60(4), 7-18.
Fornell, C., Mithas, S., & Morgeson III, F. V., & Krishnan, M.S. (2006). Customer satisfaction and stock prices: High returns, low risk. Journal of Marketing, 70(1), 3-14.
Frempong, G. K., & Henten, A. (2004). Telecom developments and investments in Ghana. Lyngby, Denmark: Technical University of Denmark.
Fu, H., Ye, B. H., & Law, R. (2014). You do well and I do well? The behavioral consequences of corporate social responsibility. International Journal of Hospitality Management, 40, 62-70.
Gagne, P., & Hancock, G. R. (2006). Measurement model quality, sample size, and solution propriety in confirmatory factor models. Multivariate Behavioral Research, 41(1), 65-83.
Garcia de los Salmones, M. M., Crespo, A. H., & Rodriguez del Bosque, I. (2005). Influence of corporate social responsibility on loyalty and valuation of services. Journal of Business Ethics, 61(4), 369-385.
Garcia de los Salmones, M. M., Perez, A., & Rodriguez del Bosque, I. (2009). The social role of financial companies as a determinant of consumer behaviour. International Journal of Bank Marketing, 27(6), 467-485.
Gardberg, N. A., & Fombrun, C. J. (2006). Corporate citizenship: Creating intangible assets across institutional environments. Academy of Management Review, 31(2), 329-346.
Gefen, D., Straub, D., & Boudreau, M. C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communications of the Association for Information Systems, 4(1), 1-77.
Gensch, D. H. (1987). A two-stage disaggregate attribute choice model. Marketing Science, 6(3), 223-239.
Goodpaster, K. E. (1991). Business ethics and stakeholder analysis. Business Ethics Quarterly, 1(1), 53-73.
Grace, D., & O’Cass, A. (2004). Examining service experiences and post-consumption evaluations. Journal of Services Marketing, 18(6), 450-461.
Greenwood, M. (2007). Stakeholder engagement: Beyond the myth of corporate responsibility. Journal of Business Ethics, 74(4), 315-327.
Grohmann, B., & Bodur, H. O. (2015). Brand social responsibility: Conceptualization, measurement, and outcomes. Journal of Business Ethics, 131(2), 375-399.
Groth, M. (2005). Customers as good soldiers: Examining citizenship behaviors in internet service deliveries. Journal of Management, 31(1), 7-27.
Gruen, T. W. (1995). The outcome set of relationship marketing in consumer markets. International Business Review, 4(4), 447-469.
Grunig, J. E. (2006). Furnishing the edifice: Ongoing research on public relations as a strategic management function. Journal of Public Relations Research, 18(2), 151-76.
Hair, J. F., Jr, Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis (7th ed.). Englewood Cliffs, NJ: Prentice Hall.
Han, H., & Back, K. (2008). Relationships among image congruence, consumption emotions, and customer loyalty in the lodging industry. Journal of Hospitality & Tourism Research, 32(4), 467-490.
Han, H., Kim, Y., & Kim, E. K. (2011). Cognitive, affective, conative, and action loyalty: Testing the impact of inertia. International Journal of Hospitality Management, 30(4), 1008-1019.
Harrison, J. S., & Freeman, R. E. (1999). Stakeholders, social responsibility, and performance: Empirical evidence and theoretical perspectives. The Academy of Management Journal, 42(5), 479-485.
He, H., & Li, Y. (2011). CSR and service brand: The mediating effect of brand identification and moderating effect of service quality. Journal of Business Ethics, 100(4), 673-688.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European Journal of Marketing, 37(11/12), 1762-1800.
Henderson, J. (2007). Corporate social responsibility and tourism: Hotel companies in Phuket, Thailand, after the Indian Ocean tsunami. International Journal of Hospitality Management 26(1), 228-239.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247.
Hogg, M. A., Terry, D. J., & White, K. M. (1995). A tale of two theories: A critical comparison of identity theory with social identity theory. Social Psychology Quarterly, 58(4), 255-269.
Holcomb, J. L., Upchurch, R. S., & Okumus, F. (2007). Corporate social responsibility: What are top hotel companies reporting? International Journal of Contemporary Hospitality Management, 19(6), 461-475.
Holloway, C. J. (2004). Marketing for tourism. Upper Saddle River, NJ: Prentice Hall.
Hooper, D., Coughlan, J., & Mullen, M. R. (2008). Structural equation modeling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53-59.
Hsu, K. T. (2012). The advertising effects of corporate social responsibility on corporate reputation and brand equity: Evidence from the life insurance industry in Taiwan. Journal of Business Ethics, 109(2), 189-201.
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1-55.
Iacobucci, D. (2010). Structural equations modeling: Fit indices, sample size, and advanced topics. Journal of Consumer Psychology, 20(1), 90-98.
Johnson, E. J., & Russo, J. E. (1978). The organization of product information in memory identified by recall times. Advances in Consumer Research, 5(1), 79-86.
Johnson, H. L. (1971). Business in contemporary society: Framework and issues. Belmont, CA: Wadsworth.
Johnson, M. D., & Fornell, C. (1991). A framework for comparing customer satisfaction across individuals and product categories. Journal of Economic Psychology, 12(2), 267-286.
Jöreskog, K. G., & Sörbom, D. (1984). LISREL VI: Analysis of linear structural relationships by the method of maximum likelihood. Chicago, IL: National Educational Resources.
Julian, S. D., & Ofori‐dankwa, J. C. (2013). Financial resource availability and corporate social responsibility expenditures in a sub‐Saharan economy: The institutional difference hypothesis. Strategic Management Journal, 34(11), 1314-1330.
Karande, K., Magnini, V. P., & Tam, L. (2007). Recovery voice and satisfaction after service failure an experimental investigation of mediating and moderating factors. Journal of Service Research, 10(2), 187-203.
Kardes, F. R., Kalyanaram, G., Chandrashekaran, M., & Dornoff, R. J. (1993). Brand retrieval, consideration set composition, consumer choice, and the pioneering advantage. Journal of Consumer Research, 20(1), 62-75.
Keller, K. L. (1993). Conceptualizing, measuring, and managing customer-based brand equity. Journal of Marketing, 57(1), 1-22.
Kim, D., Magnini, V. P., & Singal, M. (2011). The effects of customers’ perceptions of brand personality in casual theme restaurants. International Journal of Hospitality Management, 30(2), 448-458.
Kim, W., Ok, C., & Canter, D. D. (2012). Value-driven customer share of visits. The Service Industries Journal, 32(1), 37-58.
Kreiner, G. E., & Ashforth, B. E. (2004). Evidence toward an expanded model of organizational identification. Journal of Organizational Behavior, 25(1), 1-27.
Krejcie, R. V., & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30(3), 607-10.
Lam, S. K., Ahearne, M., Hu, Y., & Schillewaert, N. (2010). Resistance to brand switching when a radically new brand is introduced: A social identity theory perspective. Journal of Marketing, 74(6), 128-146.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293-311.
Lee, C. K., Song, H. J., Lee, H. M., Lee, S., & Bernhard, B. J. (2013). The impact of CSR on casino employees’ organizational trust, job satisfaction, and customer orientation: An empirical examination of responsible gambling strategies. International Journal of Hospitality Management, 33, 406-415.
Lee, E. M., Park, S. Y., & Lee, H. J. (2013). Employee perception of CSR activities: Its antecedents and consequences. Journal of Business Research, 66(10), 1716-1724.
Lee, E. M., Park, S. Y., Rapert, M. I., & Newman, C. L. (2012). Does perceived consumer fit matter in corporate social responsibility issues? Journal of Business Research, 65(11), 1558-1564.
Lewis, B. R., & Soureli, M. (2006). The antecedents of consumer loyalty in retail banking. Journal of Consumer Behaviour, 5(1), 15-31.
Lichtenstein, D. R., Drumwright, M. E., & Braig, B. M. (2004). The effect of corporate social responsibility on customer donations to corporate-supported nonprofits. Journal of Marketing, 68(4), 16-32.
Liu, M. T., Wong, I. A., Shi, G., Chu, R., & Brock, J. L. (2014). The impact of corporate social responsibility (CSR) performance and perceived brand quality on customer based brand preference. Journal of Services Marketing, 28(3), 181-194.
Liu, M. T., Wong, I. A., Shi, G., Chu, R., & Tseng, T. H. (2014). Do perceived CSR initiatives enhance customer preference and loyalty in casinos? International Journal of Contemporary Hospitality Management, 26(7), 1024-1045.
Luo, X., & Bhattacharya, C. B. (2006). Corporate social responsibility, customer satisfaction, and market value. Journal of Marketing, 70(4), 1-18.
Luo, X., & Homburg, C. (2007). Neglected outcomes of customer satisfaction. Journal of Marketing, 71(2), 133-149.
Mackay, M. M. (2001). Application of brand equity measures in service markets. Journal of Services Marketing, 15(3), 210-221.
Madrigal, R., & Chen, J. (2008). Moderating and mediating effects of team identification in regard to causal attributions and summary judgments following a game outcome. Journal of Sport Management, 22(6), 717-733.
Mael, F., & Ashforth, B. E. (1992). Alumni and their alma mater: A partial test of the reformulated model of organizational identification. Journal of Organizational Behavior, 13(2), 103-123.
Maignan, I., & Ferrell, O. C. (2001). Corporate citizenship as a marketing instrument - Concepts, evidence and research directions. European Journal of Marketing, 35(3/4), 457-484.
Maignan, I., & Ferrell, O. C. (2004). Corporate social responsibility and marketing: An integrative framework. Journal of the Academy of Marketing Science, 32(1), 3-19.
Maignan, I., Ferrell, O. C., & Ferrell, L. (2005). A stakeholder model for implementing social responsibility in marketing. European Journal of Marketing, 39(9/10), 956- 977.
Mallat, N., Rossi, M., Tuunainen, V. K., & Öörni, A. (2009). The impact of use context on mobile services acceptance: The case of mobile ticketing. Information & Management, 46(3), 190-195.
Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122-133.
Marin, L., & Ruiz, S. (2007). “I need you too!” Corporate identity attractiveness for consumers and the role of social responsibility. Journal of Business Ethics, 71(3), 245-260.
Marin, L., Ruiz, S., & Rubio, A. (2009). The role of identity salience in the effects of corporate social responsibility on consumer behavior. Journal of Business Ethics, 84(1), 65-78.
Martensen, A. (2007). Tweens’ satisfaction and brand loyalty in the mobile phone market. Young Consumers, 8(2), 108-116.
Martinez, P., & Rodriguez del Bosque, I. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89-99.
Matten, D., & Moon, J. (2008). ‘Implicit’ and ‘Explicit’ CSR: A conceptual framework for a comparative understanding of corporate social responsibility. Academy of Management Review, 33(2), 404-424.
Mattila, A. S. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583-596.
Matute-Vallejo, J., Bravo, R., & Pina, J. M. (2011). The influence of corporate social responsibility and price fairness on customer behaviour: Evidence from the financial sector. Corporate Social Responsibility and Environmental Management, 18(6), 317-331.
McGuire, J. B., Sundgren, A., & Schneeweis, T. (1988). Corporate social responsibility and firm financial performance. Academy of Management Journal, 31(4), 854-872.
McWilliams, A., & Siegel, D. (2001). Corporate social responsibility: A theory of the firm perspective. Academy of Management Review, 26(1). 117-127.
Ministry of Health and Welfare, (2016). The Service Conditions for Elders Living Alone. Retrieved from http://www.mohw.gov.tw/cht/DOS/Statistic.aspx?f_list_no =312&fod_list_no=4181
Mishra, S., & Suar, D. (2010). Does corporate social responsibility influence firm performance of Indian companies? Journal of Business Ethics, 95(4), 571-601.
Mitchell, A. A., & Olson, J. C. (1981). Are product attribute beliefs the only mediator of advertising effects on brand attitude? Journal of Marketing Research, 18(3), 318-332.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131-142.
Mohr, L. A., & Webb, D. J. (2005). The effects of corporate social responsibility and price on consumer responses. Journal of Consumer Affairs, 39(1), 121-147.
Mohr, L. A., Webb, D.J., & Harris, K. E. (2001). Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior. The Journal of Consumer Affairs, 35(1), 45-72.
Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314.
Nam, J. H., & Lee, T. J. (2011). Foreign travelers’ satisfaction with traditional Korean restaurants. International Journal of Hospitality Management, 30(4), 982-989.
Nan, X., & Heo, K. (2007). Consumer responses to corporate social responsibility (CSR) initiatives: Examining the role of brand-cause fit in cause-related marketing. Journal of Advertising, 36(2), 63-74.
National Communications Commission [NCC] (2016). Market Status of Telecommunications. Retrieved from http://www.ncc.gov.tw/chinese/ gradation.aspx?site_content_sn=1962&is_history=0
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York, NY: McGraw Hill.
Oliver, R. L., Balakrishnan, P. S., & Barry, B. (1994). Outcome satisfaction in negotiation: A test of expectancy disconfirmation. Organizational Behavior and Human Decision Processes, 60(2), 252-275.
Oliver, R., & Westbrook, R. (1993). Profiles of consumer emotions and satisfaction in ownership and usage. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 6(1), 12-27.
Olivier, T. A., & Shapiro, F. (1993). Self-Efficacy and computers. Journal of Computer-Based Instruction, 20(3), 81-85.
Overby, J. W., & Lee, E. J. (2006). The effects of utilitarian and hedonic online shopping value on consumer preference and intentions. Journal of Business Research, 59(10), 1160-1166.
Patterson, P. G., Johnson, L. W., & Spreng, R. A. (1996). Modeling the determinants of customer satisfaction for business-to-business professional services. Journal of the Academy of Marketing Science, 25(1), 4-17.
Perez, A., & Rodriguez del Bosque, I. (2015). Corporate social responsibility and customer loyalty: Exploring the role of identification, satisfaction and type of company. Journal of Services Marketing, 29(1), 15-25.
Perez, A., Garcia de los Salmones, M. M., & Rodriguez del Bosque, I. (2013). The effect of corporate associations on consumer behaviour. European Journal of Marketing, 47(1/2), 218-238.
Peterson, D. K. (2004). The relationship between perceptions of corporate citizenship and organizational commitment. Business & Society, 43(3), 296-319.
Ping, R. A. (1993). The effects of satisfaction and structural constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing, 69(3), 320-352.
Pirsch, J., Gupta, S., & Grau, S. L. (2007). A framework for understanding corporate social responsibility programs as a continuum: An exploratory study. Journal of Business Ethics, 70(2), 125-140.
Pitta, D., Franzak, F., & Fowler, D. (2006). A strategic approach to building online customer loyalty: Integrating customer profitability tiers. Journal of Consumer Marketing, 23(7), 421-429.
Polonsky, M. J., & Speed, R. (2001). Linking sponsorship and cause related marketing: Complementarities and conflicts. European Journal of Marketing, 35(11/12), 1361-1389.
Porter, M. E., & Kramer, M. R. (2006). The link between competitive advantage and corporate social responsibility. Harvard Business Review, 84(12), 78-92.
Punj, G. N., & Staelin, R. (1983). A model of consumer information search behavior for new automobiles. Journal of Consumer Research, 9(4), 366-380.
Rajendran, K. N., & Tellis, G. J. (1994). Contextual and temporal components of reference price. Journal of Marketing, 58(1), 22-34.
Ramasamy, B., & Yeung, M. (2009). Chinese consumers’ perception of corporate social responsibility (CSR). Journal of Business Ethics, 88(1), 119-132.
Richard, P. J., Devinney, T. M., Yip, G. S., & Johnson, G. (2009). Measuring organizational performance: Towards methodological best practice. Journal of Management. 35(3), 718-804.
Roberts, R. W. (1992). Determinants of corporate social responsibility disclosure: An application of stakeholder theory. Accounting, Organizations and Society, 17(6), 595-612.
Rodriguez del Bosque, I., & San Martin, H. (2008). Tourist satisfaction a cognitive-affective model. Annals of Tourism Research, 35(2), 551-573.
Rust, R. T., & Oliver, R. W. (1994). The death of advertising. Journal of Advertising, 23(4), 71-77.
Scott, S. G., & Lane, V. R. (2000). A stakeholder approach to organizational identity. Academy of Management Review, 25(1), 43-62.
Selnes, F. (1993). An examination of the effect of product performance on brand reputation, satisfaction and loyalty. Journal of Product & Brand Management, 2(4), 45-60.
Sen, S., & Bhattacharya, C.B. (2001). Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research, 38(2), 225-243.
Sen, S., Bhattacharya, C. B., & Korschun, D. (2006). The role of corporate social responsibility in strengthening multiple stakeholder relationships: A field experiment. Journal of the Academy of Marketing Science, 34(2), 158-166.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15-37.
Smith, K. T., & Alexander, J. J. (2013). Which CSR-related headings do Fortune 500 companies use on their websites? Business Communication Quarterly, 76(2), 155-171.
Sobel, M. E. (1982). Asymptotic confidence intervals for indirect effects in structural equation models. Sociological Methodology, 13(1982), 290-312.
Söderlund, M. (2002). Customer familiarity and its effects on satisfaction and behavioral intentions. Psychology & Marketing, 19(10), 861-879.
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15-32.
Streiner, D. L. (1994). Figuring out factors: The use and misuse of factor analysis. Canadian Journal of Psychiatry, 39(3), 135-140.
Suh, J. C., & Yi, Y. (2006). When brand attitudes affect the customer satisfaction-loyalty relation: The moderating role of product involvement. Journal of Consumer Psychology, 16(2), 145-155.
Susarla, A., Barua, A., & Whinston, A. B. (2003). Understanding the service component of application service provision: Empirical analysis of satisfaction with ASP services. MIS Quarterly, 27(1), 91-123.
Swaen, V., & Chumpitaz, R. C. (2008). Impact of corporate social responsibility on consumer trust. Recherche et Applications en Marketing (English Edition), 23(4), 7-33.
Swan, J. E., & Trawick, I. F. (1981). Disconfirmation of expectations and satisfaction with a retail service. Journal of Retailing, 57(3), 49-67.
Taiwan Mobile [TWM] (2015). Taiwan Mobile 2015 Corporate Social Responsibility Report. Retrieved from http://corp.taiwanmobile.com/social-responsibility/csr-report.html
Tajfel, H. & Turner, J. C. (1985). The social identity theory of group behaviour: European developments in social psychology. Cambridge, England: Cambridge University Press.
Tajfel, H. & Turner, J. C. (1986). The social identity theory of intergroup behaviour: Psychology of intergroup relations. Chicago, IL: Nelson-Hall.
Tajfel, H. (1972). Some developments in European social psychology. European Journal of Social Psychology, 2(3), 307-321.
Taylor, G. A. (2001). Coupon response in services. Journal of Retailing, 77(1), 139-151.
The New York Times (2015). AT&T Helped U.S. Spy on Internet on a Vast Scale. Retrieved from: http://www.nytimes.com/2015/08/16/us/politics/att-helped -nsa-spy-on-an-array-of-internet-traffic.html?_r=0
Tian, Z., Wang, R., & Yang, W. (2011). Consumer responses to corporate social responsibility (CSR) in China. Journal of Business Ethics, 101(2), 197-212.
TIME (2016). Top 10 Bankruptcies. Retrieved from http://content.time.com/time/specials/ packages/completelist/0,29569,1841334,00.html
Tolba, A. H. (2011). The impact of distribution intensity on brand preference and brand loyalty. International Journal of Marketing Studies, 3(3), 56-66.
Torres, A., Bijmolt, T. H., Tribó, J. A., & Verhoef, P. (2012). Generating global brand equity through corporate social responsibility to key stakeholders. International Journal of Research in Marketing, 29(1), 13-24.
Tse, D. K., & Wilton, P. C. (1988). Models of consumer satisfaction formation: An extension. Journal of Marketing Research, 25(2), 204-212.
Turban, D. B., & Greening, D. W. (1997). Corporate social performance and organizational attractiveness to prospective employees. Academy of Management Journal, 40(3), 658-672.
Turker, D. (2009). Measuring corporate social responsibility: A scale development study. Journal of Business Ethics, 85(4), 411-427.
Turner, J. C. (1985). Social categorization and the self-concept: A social cognitive theory of group behavior. Advances in group processes, 2, 77-122.
Vakratsas, D., & Ambler, T. (1999). How advertising works: What do we really know? The Journal of Marketing, 63(1), 26-43.
Valentine, S., & Fleischman, G. (2008). Ethics programs, perceived corporate social responsibility and job satisfaction. Journal of Business Ethics, 77(2), 159-172.
Varadarajan, P. R., & Menon, A. (1988). Cause-Related Marketing: A coalignment of marketing strategy and corporate philanthropy. Journal of Marketing, 52(3), 58-74.
Verizon (2015). Verizon 2015 Corporate Responsibility Supplement. Retrieved from http://www.verizon.com/about/sites/default/files/annual/verizon-annual-2015/downloads/2015_Verizon_Corporate_Responsibility_Supplement.pdf
Vlachos, P. A., Tsamakos, A., Vrechopoulos, A. P., & Avramidis, P. K. (2009). Corporate social responsibility: Attributions, loyalty, and the mediating role of trust. Journal of the Academy of Marketing Science, 37(2), 170-180.
Vodafone (2015). Vodafone Sustainability Report 2014/15. Retrieved from http://www.vodafone.com/content/dam/sustainability/2015/pdf/vodafone-full-report-2015.pdf
Waddock, S., & Smith, N. (2000). Corporate responsibility audits: Doing well by doing good. Sloan Management Review, 41(2), 75-84.
Walsh, G., & Bartikowski, B. (2013). Exploring corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally. Journal of Business Research, 66(8), 989-995.
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270.
Wisner, J. D. (2003). A structural equation model of supply chain management strategies and firm performance. Journal of Business Logistics, 24(1), 1-26.
Wu, W. Y., & Tsai, C. H. (2008). The empirical study of CRM: Consumer-company identification and purchase intention in the direct selling industry. International Journal of Commerce and Management, 17(3), 194-210.
Xie, Y. (2014). The effects of corporate ability and corporate social responsibility on winning customer support: An integrative examination of the roles of satisfaction, trust and identification. Global Economic Review, 43(1), 73-92.
Yoo, B., Donthu, N., & Lee, S. (2000). An examination of selected marketing mix elements and brand equity. Journal of the Academy of Marketing Science, 28(2), 195-211.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zenisek, T. J. (1979). Corporate social responsibility: A conceptualization based on organizational literature. Academy of Management Review, 4(3), 359-368.
論文全文使用權限
  • 同意授權校內瀏覽/列印電子全文服務,於2019-08-30起公開。
  • 同意授權校外瀏覽/列印電子全文服務,於2019-08-30起公開。


  • 如您有疑問,請聯絡圖書館
    聯絡電話:(06)2757575#65773
    聯絡E-mail:etds@email.ncku.edu.tw