The stakeholder management theory of CSR: A multidimensional approach in understanding customer identification and satisfaction

Abstract

Purpose

Based on the principles of the stakeholder management theory, the purpose of this paper is to explore customers’ multidimensional perceptions of both banking companies and the corporate social responsibility (CSR) orientations of these companies. The paper also explores how these multidimensional perceptions affect customer identification and satisfaction towards banking companies.

Design/methodology/approach

A structural equation model is tested using information collected from 1,124 banking service customers.

Findings

The findings demonstrate that customers’ perceptions of customer-related CSR and broad legal and ethical issues have significant positive impact on both customer identification and satisfaction with banking companies. Perceptions of shareholder-related CSR also significantly boost customer satisfaction. In contrast, perceptions of employee- and community-related CSR do not have a profound effect on customer identification or satisfaction. These findings also confirm the importance of customer identification with the company as a key mediator in their satisfaction responses to the multidimensional perceptions of the companies’ CSR orientations.

Originality/value

The contribution of the paper is based on the exploration of a multidimensional approach, relying on the principles of the stakeholder management theory to study customer responses and perceptions of the CSR orientations of banking companies. Previous scholars have reported mixed findings while exploring customer responses to their perceptions of companies’ CSR orientations. However, they frequently considered customer CSR perceptions either as one-dimensional or a reflective second-order construct, thus ignoring the possibility of multidimensional CSR perceptions having multiple effects on customer responses such as identification and satisfaction.

Citation

Pérez, A. and Rodríguez del Bosque, I. (2016), "The stakeholder management theory of CSR: A multidimensional approach in understanding customer identification and satisfaction", International Journal of Bank Marketing, Vol. 34 No. 5, pp. 731-751. https://doi.org/10.1108/IJBM-04-2015-0052