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Building on the work of Carroll this article attempts to unravel, explore and explain corporate social responsibility (CSR) as a theoretical construct that has implications and consequences for corporate governance in particular, and more generally for the economy, business and society. It aims to extend Carroll's work on definitional constructs by re‐examining some of the theoretical frameworks that underpin, inform and guide CSR.

Carroll identified different levels, or a pyramid, of CSR and these are outlined and the advantages and disadvantages of a pyramid, levels‐based approach discussed. The main contributions of this article lies is in its exploration of corporate social irresponsibility (CSI) as a concept in contrast to CSR. Bowd, Jones and Tench's CSI‐CSR model is described, explained, analysed and used as a conceptual tool to make the theoretical move from a pyramid or level‐based approach to a more dynamic framework of analysis.

The proposition that CSI is better suited to a shareholder business model and CSR sits more comfortably with a stakeholder business model is examined. It is contested that people often wrongly equate CSR with irresponsible corporate actions. The CSI‐CSR model establishes a theoretical framework around which grounded empirical research can be undertaken, applied and on which it can be reported.

This is a new area of research that addresses a gap in the literature and puts forward innovative theoretical models. Discussing the concept of irresponsibility makes for an interesting theoretical move. It questions the idea that corporations and business per se are always or necessarily socially responsible.

In looking at and developing existing theoretical models, concepts and frameworks and exploring their merits, shortcomings and limitations, the article will be of interest and relevance to the business and academic communities. If there is such a thing as CSR then the implication is that there is such a thing as CSI and it is on this issue that this article seeks to promote and stimulate discussion.

The purpose of this study is to develop and test a new customer satisfaction index model for Turkish mobile phone sector (TMPS).

Based on relevant literature and theoretical considerations on customer satisfaction, a new measurement model was developed. A survey based on the proposed model was conducted to 700 mobile phone users in Istanbul. Partial least squares method was employed to estimate the proposed structural equation model (SEM).

The general applicability of a SEM depends on the reliability and validity of the modeling results. The proposed satisfaction model exhibits strong explanatory power with its satisfactory reliability and validity results.

The proposed model was tested for the TMPS. It should ideally be tested periodically for different sectors with more data, and the index results should be compared.

The results of this study provide very important information for the managers in formulating competitive marketing strategies. The results show the critical points where the limited resources of the firms should be allocated to improve satisfaction and loyalty. Independent and uniform measurement characteristics of the studied model provide a useful tool for tracking performance and systematic benchmarking over time. It also provides information about the weaknesses and strengths of the company from the eyes of its customers.

This study is an attempt to develop and implement a satisfaction model for the TMPS. The proposed model consists of well‐established theories and approaches in customer behavior.

This study aims to examine the impact of the stringency of COVID-19 protocols on the volatility of sectoral indices during the period 03:2020–05:2021. Specifically, this study investigates the role of economic disturbances on sectoral volatility by applying a range of conditional volatility techniques.

For this analysis, two approaches were adopted. The first approach considers COVID stringency as a factor in the conditional variance equation of sectoral indices. In contrast, the second approach considers the stringency indicator as a possible determinant of their estimated conditional volatility.

Results show that the stringency of the protocols throughout the pandemic phase led to an instantaneous spike followed by a gradual decrease in estimated volatility of all the sectoral indices except pharma and health care. Specific sectors such as bank, FMCG, consumer durables, financial services, IT, media and private banks respond to protocols expeditiously compared to other sectors.

The key contribution of this study to the existing literature is the innovative approach. The inclusion of the COVID stringency index as a regressor in the variance equation of the conditional volatility techniques was a distinctive approach for assessing the volatility dynamics with the stringency of COVID protocols. Furthermore, this study also adopts an alternative approach that estimates the conditional volatility of the indices and then tests the effect of the stringencies on estimated volatility in a regression framework.

This paper aims to analyse how corporate social responsibility (CSR) and corporate social innovation (CSI) are implemented in the integration of employees with disabilities (EWD) and how they differ in practice.

This study implemented a qualitative approach through a comparative study of two representative cases in Colombia, using a cross-case analysis technique.

Four characteristics differentiate CSR and CSI in the labour integration of EWDs: altruistic vs goal-oriented, inclusive vs egalitarian, humanistic vs transformative and sympathetic vs synergetic, relating motivations, practices, impact and collaborations correspondingly.

To the best of the authors’ knowledge, this is one of the first studies to explore the conceptual (theoretical) and instrumental (practical) base of CSR and CSI, undertaking business strategies to integrate EWDs in the labour market in the context of a developing country, Colombia. Examining EWDs’ labour integration represents an original approach to understanding how CSI can be considered an evolution of CSR.

The paper aims to develop an evaluation model of the customer satisfaction index (CSI) in an R&D organization. A conceptual framework on customer satisfaction with a probabilistic approach has been attempted based on customer requirements and expectations in compliance with the clauses of ISO 9001:2008.

A survey through a well‐designed customer feedback data sheet has been used as an effective tool for the measurement of CSI. The questionnaire was framed on the basis of the requirements of a quality management system with advice to the customer for allotting grade points on a given scale to the quality parameters. The research model has been analyzed based on a fault‐tree approach and the probability of failure of each quality parameter has been assigned on the basis of grade point average. Data analysis for the estimation of the probability of failure at a customer satisfaction level (CSL) was carried out based on the probability of failure of each quality element graded by the customers. The data were also tested through statistical inference of whether customer‐to‐customer satisfaction level differs or not.

As a result of case study analysis, 88 percent of customers are fully satisfied. This gives significant information to the management process as well as providing a guiding tool for future improvements. The analysis was carried out based on a framed questionnaire graded by the customer and the result reveals that there is no significant difference between customer satisfaction levels.

This model can be used by any organization, irrespective of the number of customers participating, as well as the number of quality parameters being assigned in the customer feedback analysis.

A literature review found that there are various approaches for evaluating a CSI. The paper describes how a newly‐applied conceptual model based on the failure of CSL in the form of a fault‐tree approach was designed and how the probability of failure of each element/parameters was assigned on the basis of a grade point average to evaluate the CSI, as well as the variation in satisfaction levels between customers being analyzed.

The purpose of this paper is to develop customer satisfaction indices for the services provided by inspectors in certain departments of Al‐Ain Municipality, the United Arab Emirates.

The methodology is based on customer satisfaction models with SERVQUAL survey input to produce indices of satisfaction and the drivers and outcomes of satisfaction. The survey data were collected via a stratified random sample of the customers who visited Al‐Ain Municipality Customer Service Center (AMCSC) in spring 2008. Structural equation models were fitted to the data and goodness‐of‐fit was assessed.

The customer satisfaction indices and scores of customers’ trust were in the mid‐eighties, indicating high levels of satisfaction and client trust.

The limitations of the current study include the small sample size and the use of one indicator of the latent variable trust. Further research may focus more on prioritizing future efforts, improving quality, and performing cross‐institutional benchmarking.

Opportunities for quality improvements were identified and some recommendations were provided.

Although the results lead to the conclusion that high levels of satisfaction and client trust were attained, there is a room for improvement. The AMCSC has to continuously improve the quality of its services in order to realize its mission.

On October 2019, the Rubjerg Knude lighthouse (Denmark) was moved 70 metres from the cliff edge. The Danish Government spent €700,000 on the rescue operation. Using the zonal travel cost method (ZTCM), this paper aims to estimate the recreational value of this (im)movable maritime heritage building, to assess whether it was worthwhile to incur that public expenditure. This valuation is complemented by a digital reputation analysis.

A Flickr application programming interface search method extracted 795 public photos with the “Rubjerg and Knude” tags, taken between 2004 and 2019. The ZTCM analysis included 148 photographers who provided information about their residence location.

Depending on the regression models and assumptions made, the estimated economic value of the lighthouse (measured by the consumer surplus) varies between 5.5m and 133m euros. That means that the operation’s cost is only a small percentage of the expected economic recreational value.

The sample of Flickr photographers is a proxy to estimate the zonal visitation rate for a specific destination. Zonal travel cost calculations are always based on some assumptions defined by researchers.

The paper frames the role of lighthouses as an (im)movable heritage element, which provides several cultural ecosystem services – in particular aesthetic, recreational, cultural/educational, bequest and sense of place values/benefits for tourists and residents.

This study supports the political decision of preserving an identity symbol of a specific place, based solely on its recreational value.

This paper combines a monetary approach (ZTCM) with a digital reputation analysis of this iconic attraction.

With the launch of CSI 300 Index Futures trading on April 16, 2010, China's stock market presents a more diversified trend, such as arbitrage, trends strategy entering the market rapidly. Therefore, the liquidity demand also presents a higher frequency, and the change is more complex than the original situation. In recent years, many literatures are engaged in high-frequency trading (HFT) related research, and an important concern is the impact of HFT on market volatility and liquidity. Is it playing the role of stabilizing the market, or bringing more noise and turmoil? Based on this, the purpose of this study is trying to study what kind of impact the HFT have on market liquidity before and after the launch of the CSI 300 Index Futures.

The paper uses the simultaneous equations model of price and net order flow proposed by Deuskar and Johnson and for the first time introduces an asymmetric identification through heteroskedasticity (ITH) method. The paper applies the method to the high-frequency data of CSI 300 Index and the Futures and classifies the buying and selling orders through volume clock. The price risks are decomposed into a component driven by the impact of liquidity demand shocks (flow-driven risks (FDRs)) and a component driven by external information (information-driven risks (IDRs)).

The empirical results show that the flow-driven risk of CSI 300 Index Futures is about 20 percent. In addition, before the introduction of the Index Futures, there is no asymmetric effect between liquidity demand shocks and price shocks existing in either CSI 300 Index or CSI 300 Index Futures. While after the introduction of stock Index Futures, the asymmetric effect in the both two markets emerges. The impact of the buying net order flows on the price is less than the impact of the selling net order flows on CSI 300 Index, whereas the impact of the buying net order flows on the price is larger than the impact of the selling net order flows on CSI 300 Index Futures. The paper further analyzes the relationship between liquidity and FDR and gets the conclusion that the reasons for the deterioration of the liquidity level are caused by the impact of the external information shocks, rather than the liquidity demand shocks. And entries of HFTs like arbitrage traders and hedge traders play a positive role in improving the liquidity level in the market.

The paper introduces an asymmetric ITH method for the first time and finds asymmetric effect of the net order flow on the return in both CSI 300 Index market and the corresponding Index Futures market.

The purpose of this study is to describe the current practice of corporate social responsibility (CSR) in South Africa, its linkage to corporate social investment (CSI), the impact of new Black Economic Empowerment (BEE) legislation and the contribution that South African public relations practice can have on the development challenges facing the continent of Africa.

Empirical data and reports drawn from various industry and evaluative sources is interpreted in the context of key contemporary elements of practice. The last part of the article provides a theoretical discussion of the public relations role as a “change” agent in South Africa and for the continent of Africa as a whole.

The South African Government’s prescriptive stance on transformation and BEE has thrust the reconsideration of CSR onto every corporate agenda in South Africa. With set targets and expenditure requirements, CSI has become a performance-driven pursuit among businesses seeking to improve their overall BEE scores. At the Pan-African level, a generic model of African public relations with a strong developmental focus is required for the education and training of public relations professionals.

African public relations practice challenges accepted normative approaches in the conceptualisation of a sustainable new global model of the profession. More research will be needed to show how the African humanist approach might impact on the debate about the political, social and economic relevance of the profession in society and the reputation of the profession worldwide.

This study provides historical context for recent developments in public relations in South Africa, providing insights into the direction of the development of public relations practice in Africa.

The purpose of this paper is to examine aspects of corporate social investment (CSI) in the Southern African context.

The paper looks at current practice in Southern Africa against the historical development of corporate social responsibility (CSR) and CSI. It looks at the impact of new legislation in South Africa.

The paper concludes by reflecting on the contribution that African public relations practice may have on the development challenges of Africa.

The paper adds insights into CSR in South Africa, focusing for energising trends.