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Corporate Social Responsibility and Customer Loyalty: A Review of Literature Mberewere, Simbai; Kudzanai, Matowanyika; Tinashe, Ruvinga
Indonesian Journal of Community Services Vol. 3 No. 1 (2024): May
Publisher : CV. Literasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47540/ijcs.v3i1.1452

Abstract

Corporate social responsibility takes an increasingly important role for businesses and receives the attention of many people. The relationship between corporate social responsibility and customer loyalty has been tested in many business fields however little has been done to support the effect of CSR on customer loyalty. So, the study aims to highlight the influence of corporate social responsibility on customer loyalty in emerging economies such as Zimbabwe. To achieve this objective, the study uses literature on corporate social responsibility and customer loyalty from various scholarly databases. The document analysis method was one of the primary methods of investigation used in this study. It featured a methodical approach to doing a literature review, wherein pertinent materials were sourced from academic sources like Scopus, Google Scholar, Web of Science and the Directory of Open Access The majority of the journals that were used in the review of literature were mostly open access DOAJ indexed directories. Drawing on Carroll's CSR theory, the present research develops the underlying mechanism through which corporate social responsibility influences customer loyalty by simultaneously including corporate reputation, customer satisfaction, and customer loyalty. The findings demonstrate that corporate social responsibility initiatives are significantly and positively associated with corporate reputation, customer satisfaction, and customer trust. Moreover, the results reveal that corporate reputation, customer trust, and customer satisfaction have mediated the relationship between corporate social responsibility and customer loyalty.  The study recommends that companies increase their CSR spending to achieve word-of-mouth referrals, favorable customer image, and overall gain a competitive advantage.
The Intentions of Corporate Social Responsibility: Lessons from the Life Assurance Industry in the Developing Countries Mberewere, Simbai; Kudzanai, Matowanyika; Tinashe, Ruvinga
Indonesian Journal of Community Services Vol. 4 No. 1 (2025): May
Publisher : CV. Literasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47540/ijcs.v4i1.1960

Abstract

Corporate social responsibility (CSR) has become an essential aspect of business operations globally. Companies are increasingly expected to demonstrate their commitment to social and environmental causes, beyond their financial obligations. Despite the growing importance of CSR in the industry, there is a lack of understanding of the motivations driving CSR initiatives, and the implications of these initiatives for stakeholders. This systematic review aims to unpack the intentions behind CSR initiatives in the life assurance industry, exploring the economic, legal, ethical, philanthropic, and environmental motivations driving these initiatives. A systematic review of existing literature was conducted, searching major databases including Scopus, Web of Science, and Google Scholar, resulting in the inclusion of 30 studies published between 2000 and 2020. The review reveals that CSR initiatives in the life assurance industry are driven by multiple intentions, including economic intentions such as improving financial performance and increasing competitiveness, legal intentions such as complying with regulatory requirements, ethical intentions such as promoting social justice and reducing inequality, philanthropic intentions such as giving back to society, and environmental intentions such as reducing carbon footprint and promoting sustainability. His systematic review of existing literature on CSR in the life assurance industry revealed that CSR initiatives were characterized by a range of intentions, including economic, legal, ethical, philanthropic, and environmental intentions. The findings suggested that companies engaged in CSR activities for multiple reasons, including improving their financial performance, complying with regulatory requirements, promoting social justice, giving back to society, and reducing their environmental impact. The study's findings had implications for policymakers, practitioners, and researchers. Policymakers could use these findings to develop regulations that encourage companies to engage in CSR activities that prioritize social and environmental benefits. Practitioners could use these findings to develop CSR strategies that balance financial gains with social and environmental benefits. Researchers could use these findings to develop new theories and frameworks that explain the complexities of CSR intentions.