International Journal of Academic Research in Business and Social Sciences

search-icon

Customer Satisfaction in the Field of Corporate Social Responsibility Research -- A Visual Analysis based on Citespace Software

Open access
To stand out in the era of brand economy, enterprises need to establish and maintain a good relationship with consumers. This is not only helpful to gain more profits, but also the key to improve competitiveness and brand influence. By fulfilling corporate social responsibility (CSR), enterprises can influence consumers' brand satisfaction and loyalty, so as to promote consumers' cognition of their brands and products and improve brand relations. In this study, CiteSpace software was used for scientific measurement and visual analysis of the relevant literature of CSR research from 2003 to 2022.
The results showed that from 2003 to 2022, a total of 600 literatures were included, and the number of literatures showed an exponential growth trend, with an annual average of about 30 papers. There is increasing interest in this area. The United States was the highest producer in this field, accounting for about 24.67% of the total literature. Penn State University was the most productive, followed by the University of Cantabria. Influential institutions include Michigan State University and Sejong University. Mattila, Anna S is the most published author. The number of Sustainability articles was the largest, the impact factors of Journal of clean Production was the largest, and the number of co-citations of Journal of Marketing was the largest. Research focuses on brand image, consumer behavior, corporate reputation, brand attitude, sustainable practices, cause-related marketing, etc. Future research trends are mainly reflected in the mediating factors between CSR and consumer satisfaction, and the relationship between brand image and brand trust, which will provide new ideas for the management, governance and sustainable development of this field in the future.
Berens, G., Van Riel, C. B., & Van Rekom, J. (2007). The CSR-quality trade-off: When can corporate social responsibility and corporate ability compensate each other? Journal of Business Ethics, 74(3), 233–252. https://doi.org/10.1007/s10551-006-9232-0
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), 9–24. https://doi.org/10.2307/41166284
Bingzhu, S. (2012). Research on Customer Satisfaction Model Based on Corporate Social Responsibility. China Business Journal.
Chen, C. (2006). CiteSpace II: Detecting and visualizing emerging trends and transient patterns in scientific literature. Journal of the American Society for Information Science and Technology, 57(3), 359–377. https://doi.org/10.1002/asi.20317
Chen C. (2010). The structure and dynamics of co-citation clusters: A multiple-perspective co-citation analysis. JASIST. 61(7), 1386-1409.
Deng, X., & Xu, Y. (2015). Consumers’ responses to Corporate Social Responsibility Initiatives: The mediating role of consumer–company identification. Journal of Business Ethics, 142(3), 515–526. https://doi.org/10.1007/s10551-015-2742-x
Du, S., Bhattacharya, C. B., & Sen, S. (2010). Maximizing business returns to Corporate Social Responsibility (CSR): The role of CSR communication. International Journal of Management Reviews, 12(1), 8–19. https://doi.org/10.1111/j.1468-2370.2009.00276.x
Iglesias, O., Markovic, S., Bagherzadeh, M., & Singh, J. J. (2018). Co-creation: A key link between Corporate Social Responsibility, customer trust, and Customer Loyalty. Journal of Business Ethics, 163(1), 151–166. https://doi.org/10.1007/s10551-018-4015-y
Kassinis, G. I., & Soteriou, A. C. (2015). Environmental and quality practices: Using a video method to explore their relationship with customer satisfaction in the hotel industry. Operations Management Research, 8(3-4), 142–156. https://doi.org/10.1007/s12063-015-0105-5
Martinez, P., Perez, A., & del Bosque, I. R. (2014). CSR influence on hotel brand image and Loyalty. Academia Revista Latinoamericana De Administración, 27(2), 267–283. https://doi.org/10.1108/arla-12-2013-0190
Nongjian, W., & Jiuyi, T. (2009). Empirical Research on Customer Satisfaction Based on Corporate Social Responsibility. Journal of Shanghai University (Social Science Edition).
Peloza, J. (2009). The challenge of measuring financial impacts from investments in corporate social performance. Journal of Management, 35(6), 1518–1541. https://doi.org/10.1177/0149206309335188
Shen, J. B. (2012). Based on the model of CSR customer satisfaction. Journal of China Commerce and Trade (01X), 86-87
Small H. (1973). Co-citation in Scientific Literature?A new Measure of the Relationship Between Publicati ons. Journal of the America Society of Information Science. (4).
Su, L., Hsu, M. K., & Boostrom, R. E. (2020). From recreation to responsibility: Increasing environmentally responsible behavior in tourism. Journal of Business Research, 109, 557–573. https://doi.org/10.1016/j.jbusres.2018.12.055
Sun, H., Rabbani, M. R., Ahmad, N., Sial, M. S., Cheng, G., Zia-Ud-Din, M., & Fu, Q. (2020). CSR, co-creation and Green Consumer Loyalty: Are Green Banking initiatives important? A moderated mediation approach from an emerging economy. Sustainability, 12(24), 10688. https://doi.org/10.3390/su122410688
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. https://doi.org/10.1016/j.jbusres.2011.12.022
Wei, N., and Tang, J. (no date) “An empirical study on customer satisfaction based on corporate social responsibility,” Journal of Shanghai University: Social Sciences Edition, pp. 106–120.