کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
6780175 1432187 2018 13 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Interaction impacts of corporate social responsibility and service quality on shipping firms' performance
ترجمه فارسی عنوان
تاثیرات تعامل اجتماعی مسئولیت اجتماعی و کیفیت خدمات بر عملکرد شرکت های حمل و نقل
کلمات کلیدی
مسئولیت اجتماعی شرکت، کیفیت خدمات، رضایت مشتری، رضایت شغلی، عملکرد مالی، صنعت حمل و نقل،
موضوعات مرتبط
مهندسی و علوم پایه سایر رشته های مهندسی مهندسی عمران و سازه
چکیده انگلیسی
The interaction impacts of corporate social responsibility (CSR) and service quality (SQ) on customer satisfaction, job satisfaction, and financial performance are investigated in the context of shipping. Interviews were conducted, and surveys were administered on 156 shipping firms with operations in Singapore. The collected data were analysed using structural equation modelling. The results showed that: (1) customer and job satisfaction fully-mediate the link between corporate level associations (i.e. CSR and SQ) and shipping firms' financial performance; (2) CSR and SQ complement each other in driving job and customer satisfaction; (3) the interaction between CSR and SQ produces synergistic effects on customer satisfaction but compensatory effects on job satisfaction. The results suggest that the decision to implement CSR is contingent on the motivation of a firm as well as its current SQ capability. This paper contributes to the literature by reconciling the conflicting views on managing SQ performance and corporate social performance based on stakeholder theory, economic theory of complementarities and perceived value theory.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Transportation Research Part A: Policy and Practice - Volume 113, July 2018, Pages 397-409
نویسندگان
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