A Review of Corporate Social Responsibility and Its Relationship with Customer Satisfaction and Corporate Image - Open Journal of Business and Management

OJBM > Vol.10 No.2, March 2022

Open Journal of Business and Management

Volume 10, Issue 2 (March 2022)

ISSN Print: 2329-3284 ISSN Online: 2329-3292

Google-based Impact Factor: 2.35 Citations

A Review of Corporate Social Responsibility and Its Relationship with Customer Satisfaction and Corporate Image ()

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Download as PDF (Size: 447KB) PP. 715-728

DOI: 10.4236/ojbm.2022.102040 2,298 Downloads 15,118 Views Citations

Author(s)

Bruce Emmanuel^1*, Owusu-Ansah Priscilla²

Affiliation(s)

¹School of Management and Economics, University of Electronic Science and Technology of China, Chengdu, China.
²Centre for West African Studies, University of Electronic Science and Technology of China, Chengdu, China.

ABSTRACT

The purpose of this paper is to review the effectiveness of Corporate Social Responsibility (CSR) and its relationship with customer satisfaction (CS), corporate image (CI), customer loyalty (CL), and market value performance (MVP). Corporate Social Responsibility (CSR) plays a significant role in enhancing corporate reputation and image. The study adopted secondary data, basically from previous related studies, books, and reports. The study concluded that CSR would serve as a strategic initiative for firms to engage customers and serve other stakeholders’ interests. Again, the study found that CSR is effective for brand awareness, customer satisfaction, and market performance. The study will contribute to the body of knowledge on CSR, by expanding the boundaries of CSR as a business strategy by firms. Moreover, this study will enable industry players to make sound policies and strategies that could enhance corporate image. The study, therefore suggests that firms should integrate CSR strategy into their operations. The study discussed the limitations and suggests future research directions.

KEYWORDS

Corporate Social Responsibility, Customer Satisfaction, Corporate Image, Corporate Reputation, Customer Loyalty

Share and Cite:

Emmanuel, B. and Priscilla, O. (2022) A Review of Corporate Social Responsibility and Its Relationship with Customer Satisfaction and Corporate Image. Open Journal of Business and Management, 10, 715-728. doi: 10.4236/ojbm.2022.102040.

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