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Article
Publication date: 5 January 2023

Elaheh Mohammadi, Gianluca Vagnani and Hossein Maleki

The present study aims to explore the concepts involved in the relationship between corporate social responsibility (CSR) and customer and employee satisfaction in service…

Abstract

Purpose

The present study aims to explore the concepts involved in the relationship between corporate social responsibility (CSR) and customer and employee satisfaction in service industries.

Design/methodology/approach

The research literature over the recent decade has been analyzed using a systematic review. Through thematic analysis and coding the findings of the final selected articles, the authors presented an integrative framework of the relationship between CSR and the satisfaction of critical stakeholders of service companies, namely, customers and employees.

Findings

The research framework encompasses six main categories called CSR, satisfaction, moderators, conditional variables, contextual variables and satisfaction outcomes. All categories but CSR are divided into customer and employee sections to make the research framework further comprehensible.

Practical implications

The results show that in service industries, employees need as much attention as customers, and CSR efforts to satisfy customers and employees can lead to several positive outputs for companies.

Social implications

Failure of service companies to commit to their social responsibility may harm the environment, society’s ethics and laws and long-term corporate profitability. On the other hand, adherence to CSR can lead to social development and economic growth.

Originality/value

This study is one of the most comprehensive studies in the field of CSR and satisfaction, which simultaneously considers the two key stakeholders of a service company. In addition, it provides valuable avenues for further studies.

Details

Society and Business Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1746-5680

Keywords

Article
Publication date: 29 November 2018

Sherif El-Halaby, Khaled Hussainey and Heba Abou-El-Sood

The purpose of this paper is to examine the effect of sharia, social and financial disclosure on stakeholders’ loyalty towards Islamic banks (IBs). The paper also aims to…

Abstract

Purpose

The purpose of this paper is to examine the effect of sharia, social and financial disclosure on stakeholders’ loyalty towards Islamic banks (IBs). The paper also aims to examine the extent to which trust and satisfaction mediate this effect.

Design/methodology/approach

It uses data collected from 600 respondents to survey questionnaires disseminated to stakeholders from 15 countries dealing with IBs. Structural equation modelling is adopted with a partial least square approach.

Findings

The results indicate that there is a significant impact of disclosure on stakeholders’ trust, satisfaction, and loyalty. The results also indicate that there is a partial mediating effect of trust and satisfaction in the relationship between disclosure and loyalty. This paper is one of the first studies examining the effect of disclosure on stakeholders’ loyalty. The authors provide novel findings, which have theoretical and practical implications for disclosure in IBs and their relationship with stakeholders.

Originality/value

The analysis offers a novel contribution to the Islamic banking literature by offering the first evidence on the impact of disclosure on stakeholders’ trust, satisfaction, and loyalty.

Details

International Journal of Emerging Markets, vol. 13 no. 6
Type: Research Article
ISSN: 1746-8809

Keywords

Article
Publication date: 20 December 2021

Nguyen Van Du, Le Dinh Thuc and Huu-Bang Tran

Public-Private Partnership (PPP) model still contains the obstacle in partnership, which can lead to different satisfaction between project participants. Therefore…

Abstract

Purpose

Public-Private Partnership (PPP) model still contains the obstacle in partnership, which can lead to different satisfaction between project participants. Therefore, project managers need to consider stakeholder satisfaction to ensure success in PPP implementation. However, this problem is limited in the previous studies in developing countries. The purpose of this study is to evaluate stakeholder satisfaction of PPP transport projects in developing countries.

Design/methodology/approach

A total of 15 satisfaction factors were identified and four main groupings were introduced by a review of the literature and expert interview rounds, including satisfaction of general public, satisfaction of private sector, satisfaction of government and satisfaction of end-users. A PPP expressway project in Vietnam was used to illustrate for this analysis. Data were collected through a questionnaire survey with 31 validated responses. The fuzzy synthetic evaluation method was then applied to evaluate satisfaction index for the stakeholder satisfaction of PPP transport projects in Vietnam as a developing country.

Findings

The analyzed result showed that the project participants are basically satisfied with gained outcomes of the experimental project with the satisfaction index = 3.46. Specifically, the general public expressed that they are “satisfied” with satisfaction index = 4.08. Meanwhile, end-users, government and private sector are “basically satisfied” with the project outcome (the satisfaction index of 3.31, 3.16 and 3.04, respectively).

Originality/value

This study provides more depth understanding of the satisfaction factor with transport infrastructure service in developing countries through PPP procurement. In addition, the decision-makers might utilize this evaluation model for rating the stakeholder satisfaction of real PPP projects to ensure project success.

Details

Built Environment Project and Asset Management, vol. 12 no. 2
Type: Research Article
ISSN: 2044-124X

Keywords

Article
Publication date: 26 July 2019

Mehmet Erkul, Ibrahim Yitmen and Tahir Celik

The purpose of this paper is to investigate the practice of stakeholder engagement as a social network dynamics for stakeholder satisfaction and project success in the…

1187

Abstract

Purpose

The purpose of this paper is to investigate the practice of stakeholder engagement as a social network dynamics for stakeholder satisfaction and project success in the lifecycle of mega transport infrastructure projects (MTIPs).

Design/methodology/approach

Hypotheses indicating the positive relationships between stakeholders’ effective attributes, stakeholder engagement as social network dynamics and project success through stakeholderssatisfaction have been developed. Based on a questionnaire survey and semi-structured interviews, responses have been gathered from the representative groups and organizations on their social network dynamics for their satisfaction and project success. A hypothesized structural equation model has been tested using AMOS statistical software package.

Findings

The analysis highlighted the engagement of the stakeholders within the strategic intents of the project with the public needs and expectations. The model depicts the processes of building social network models based on the capturing of the project’s data in relation to the stakeholders’ communication and satisfaction across the key issues for success in the lifecycle of MTIP.

Practical implications

The model is applicable on most MTIP with a diverse stakeholder base and the underlying complexity associated with the community participation and consultation processes. The model will also support wider stakeholder engagement in the planning of MTIP with optimal operationalization and service delivery from a community perspective.

Originality/value

The research involves an approach for rationalizing the stakeholder engagement policies of the MTIPs by providing an empirically grounded model simultaneously linking various aspects of stakeholder effective attributes, stakeholder engagement and their relationships to stakeholder satisfaction and project success in MTIPs.

Details

International Journal of Managing Projects in Business, vol. 13 no. 7
Type: Research Article
ISSN: 1753-8378

Keywords

Article
Publication date: 8 February 2022

Ludmylla da Silva Moreira, D'avila Maria Gomes Mendes, Tharcisio Cotta Fontainha and Adriana Leiras

The research areas of humanitarian supply chain (HSC) and disaster and humanitarian operations (DHO) have evolved through the use of managerial models. Recent studies…

Abstract

Purpose

The research areas of humanitarian supply chain (HSC) and disaster and humanitarian operations (DHO) have evolved through the use of managerial models. Recent studies, however, point to the need for the empirical validation of such managerial models in real-life scenarios. Therefore, the present study aims to investigate the validation of recent managerial models based on empirical data of two disasters in Haiti: the earthquake in 2010 and Hurricane Matthew in 2016.

Design/methodology/approach

This research developed two case studies from the perspective of the Brazilian Navy (BN), a part of the Brazilian Armed Forces that led the United Nations Mission for Stabilization in Haiti (MINUSTAH) in both disasters. The case studies focused on empirically validating managerial models for stakeholder identification, stakeholder satisfaction, response processes, strategies for collaboration and the integration of these models.

Findings

The results revealed that compared to the response to the earthquake in 2010, the response to Hurricane Matthew in 2016 was superior. The collaborative strategies of the BN and other stakeholders used after the earthquake were more reactive, while the strategies after Hurricane Matthew aimed more at planning and anticipating adverse situations.

Originality/value

This research reinforces the investigated managerial models and indicates their suitability as planning tools for practitioners of HSC and DHO, which is essential for the further development of academic contributions related to integrating the models into more robust solutions.

Details

Journal of Humanitarian Logistics and Supply Chain Management, vol. 12 no. 3
Type: Research Article
ISSN: 2042-6747

Keywords

Article
Publication date: 15 May 2017

Warat Winit and Sooksan Kantabutra

This paper aims to examine the relationship between stakeholders’ perceived benefits and happiness of small and medium-sized enterprises (SMEs) that follow Thai’s…

Abstract

Purpose

This paper aims to examine the relationship between stakeholders’ perceived benefits and happiness of small and medium-sized enterprises (SMEs) that follow Thai’s corporate sustainability practices, called sufficiency economy, and their impact on stakeholder–company relationship quality and firm performance outcomes.

Design/methodology/approach

Derived from the literature, a structural model, expressing the relationship between stakeholders’ perceived benefits and happiness of SMEs and their impact on stakeholder–company relationship quality and firm performance outcomes, was developed. A questionnaire survey was conducted with 636 stakeholders from sufficiency economy SMEs in Thailand. Structural equation modeling was used to test the model.

Findings

Results indicate that utilitarian benefits, and hedonic and eudaimonic happiness impact enhanced stakeholder–company relationship quality with the firm to varying degrees. Different levels of relationship quality also impact perceived corporate reputation and perceived brand equity differently.

Originality/value

This study is among the first that identifies the positive impact of happiness on corporate sustainability performance.

Details

Management Research Review, vol. 40 no. 5
Type: Research Article
ISSN: 2040-8269

Keywords

Article
Publication date: 3 April 2017

Burhan Amarah and Craig Langston

The purpose of this paper is to develop a model for producing an objective and holistic assessment of organisational decision-making to measure the procurement success of…

1194

Abstract

Purpose

The purpose of this paper is to develop a model for producing an objective and holistic assessment of organisational decision-making to measure the procurement success of built facilities from the perspective of six key stakeholder groups (i.e. company, staff, customers, community, government and the environment).

Design/methodology/approach

This research is based on grounded theory. The methodology comprises a number of sequenced but interdependent steps. The first step involves reviewing the underpinning literature, whereas the second and third steps involve a detailed case study of actual practice and identification of stakeholder models that have been previously published, respectively. A knowledge gap is then highlighted from which a conceptual framework using a six-star rating algorithm as an integration metric is developed. The final steps seek an expert panel to validate the framework through focus group discussion ultimately leading to suggestions for further improvements.

Findings

It is found that the developed stakeholder satisfaction model is capable of assessing the sustainable procurement of built infrastructure using a generic six-star rating algorithm. The overall rating can be used to compare and rank performance across a range of portfolio assets, although some modification is required for non-built assets.

Originality/value

This research makes a contribution to knowledge through the presentation of a model, grounded in practice, that combines the economic, social and environmental performance of organisational decision-making from a stakeholder satisfaction perspective. It is acknowledged that there are a number of techniques that could be used to assess each stakeholder group, although the ones chosen in this research are mostly drawn from existing approaches developed and validated by others.

Details

Journal of Corporate Real Estate, vol. 19 no. 1
Type: Research Article
ISSN: 1463-001X

Keywords

Article
Publication date: 15 February 2022

Suparak Suriyankietkaew

Today’s small enterprises are forced to rethink their business-as-usual management and shift toward corporate sustainability. The empirical paper responds to a crucial…

Abstract

Purpose

Today’s small enterprises are forced to rethink their business-as-usual management and shift toward corporate sustainability. The empirical paper responds to a crucial quest for many modern leaders and entrepreneurs, specifically small business owners in emerging economies. This paper aims to answer what they can do to increase long-term financial performance and enhance stakeholder satisfaction, thereby contributing to long-term business sustainability.

Design/methodology/approach

Using a convenience sampling, data were collected from a sample of 280 business leaders and entrepreneurs of small enterprises across industries in an emerging economy of Thailand. This study used a sustainable leadership research framework. Factor analysis and multiple regression analysis were used for data analysis.

Findings

Seven valid and reliable leadership factors were uncovered as new underlying leadership constructs to examine business sustainability in small entrepreneurial enterprises in Thailand. Results from multiple regressions revealed two significantly positive factors or drivers (i.e. trusting, innovative team orientation and strong, shared vision) for enhanced two sustainability performance outcomes (i.e. financial performance and stakeholder satisfaction). The findings thus contribute to advance our limited knowledge about the contextualised constructs and possible theoretical development of the developing research realm.

Research limitations/implications

Successful small entrepreneurial organisations in Thailand and other emerging economies that wish to improve their business sustainability are suggested to adopt the essential leadership and management practices (i.e. trusting, innovative team and strong, shared vision). Future studies may examine data from a larger sample size and other countries to expand our limited understanding in different contexts.

Practical implications

The resulting practical insights can be used to guide business leaders, entrepreneurs, practitioners and policymakers towards making strategic priorities and investments for improved business competitiveness, resilience and sustainability in small entrepreneurial enterprises. Overall, this study may be a starting point for further investigation on developing entrepreneurial growth and business sustainability in small sustainable enterprises across emerging economies.

Originality/value

The paper responds to calls for more contextualised research studies in the evolving multidisciplinary field of entrepreneurial leadership and business sustainability, particularly in an emerging economy of Thailand. It also unveils the essential strategic leadership factors that positively drive business sustainability in small entrepreneurial firms. And, it empirically examines the effects of diverse strategic leadership factors and multiple sustainability performance outcomes in a single study. It further proposes an emergent leadership-performance model for entrepreneurial business sustainability in the context-specific study. Above all, it advances the currently limited empirical knowledge in the emerging research front towards more sustainable futures.

Details

Journal of Entrepreneurship in Emerging Economies, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2053-4604

Keywords

Article
Publication date: 27 June 2008

Suresh Cuganesan and Haider Khan

Companies are increasing the amount of their voluntary disclosures to inform stakeholders about organisational performance. Despite criticism that these are simply “public…

1114

Abstract

Purpose

Companies are increasing the amount of their voluntary disclosures to inform stakeholders about organisational performance. Despite criticism that these are simply “public relations” exercises, there has been little formal evaluation of stakeholder reporting, especially in Australia. In addition, the important aspect of stakeholder reciprocity, where not only stakeholder satisfaction but also their contribution to the organisation is evaluated and reported, has not been examined. This study aims to examine both of these issues.

Design/methodology/approach

The study was conducted using the non‐financial performance indicators of Australia's top five banks, as available in both annual reports and web sites, to examine the nature of stakeholder reporting and the extent to which stakeholder reciprocity is disclosed.

Findings

The results of the study indicate that there is neither consistency in the reporting of key performance indicators, nor is there consistency in reporting across both stakeholder satisfaction and stakeholder contribution. Stakeholder satisfaction dominates and little effort has been directed to evaluate and report on stakeholder contribution. The study also indicates that, other than shareholders, the top five Australian banks have identified customers and employees as their primary key stakeholders.

Originality/value

Despite widespread acknowledgement of the importance of stakeholder dialogue for the enhancement of stakeholder relationships, stakeholder reciprocity and the extent to which it is disclosed is an area that has been insufficiently examined. Thus, the originality and value of the study lie in its examination of corporate disclosures of stakeholder reciprocity.

Details

Journal of Human Resource Costing & Accounting, vol. 12 no. 2
Type: Research Article
ISSN: 1401-338X

Keywords

Article
Publication date: 12 April 2013

Kristi Ploom and Toomas Haldma

The purpose of this study is to investigate ways in which the performance management at different school management levels contributes to the performance of public schools…

1261

Abstract

Purpose

The purpose of this study is to investigate ways in which the performance management at different school management levels contributes to the performance of public schools in the Estonian general education system.

Design/methodology/approach

The study is based on the balanced performance management approach and focuses on performance management patterns in Estonian general education schools. At the individual, operational, and strategic performance management levels, the primary performance determinants are analysed. The study uses empirical survey data gathered from 164 schools providing upper secondary education in Estonia.

Findings

The research shows that a pupil's academic performance as the most common indicator of a school's performance influences individual goals, such as satisfaction with the quality of education and teaching in the school and the pupils' further choices and opportunities in education. The satisfaction of other interested parties such as teachers and parents is influenced by the school's strategic as well as operational performance management measures. Therefore, a school's performance management system must operate as a balanced system integrating the individual, operational and strategic performance management levels of the school.

Research limitations/implications

The general limitations of survey‐based research have to be considered – the study is static in nature, although the longitudinal approach would allow assessing the dynamic aspects of performance management in public schools. In addition, it is necessary to further explore a wider set of individual, operational and strategic performance management indicators and their interconnections in the implementation of performance management in public schools.

Originality/value

The research findings have two main implications. First, the paper contributes to the limited knowledge about the implementation of performance management practices in public schools. Second, due to the fact that the Estonian education system is firmly based on approaches that have proven to be performance‐enhancing, the analysis provides an overview of and information about the countries that have not gone to such lengths in the restructuring of their education system.

Details

Baltic Journal of Management, vol. 8 no. 2
Type: Research Article
ISSN: 1746-5265

Keywords

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