Corporate social responsability and loyalty in services sector - Esic

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220 11 [220] corporate social responsability and loyalty in services sector SURESCHCHANDAR, G., RAJENDRAN, C. and KAMALANABHAN, T. (2001). “Customer Perceptions of Service Quality – A Critique”, Total Quality Management, Vol. 12, pp. 111-124. SURESCHCHANDAR, G., RAJENDRAN, C. and ANANTHARAMAN, R. (2002). “The Relationship Between Service Quality and Customer Satisfaction – A factor Specific Approach”, The Journal of Services Marketing, Vol. 16, nº 4, pp. 363-379. ZEITHAML, V. (1988). “Consumer Perceptions of Price, Quality and Value: a Means End Model and Synthesis of Evidence”, Journal of Marketing, Vol. 52, July, pp. 2-22. ZEITHAML, V., BERRY, L. and PARASURAMAN, A. (1996). “The Behavioural Consequences of Service Quality”, Journal of Marketing, Vol. 60, April, pp. 31-46. ZIMMER, M.R. and GOLDEN, L.L. (1988). “Impressions of Retail Stores: A Content Analysis of Consumer Images”, Journal of Retailing, Vol. 64, nº 3, pp. 265-289. january · april 2011 · esic market
Appendix january · april 2011 · esic market corporate social responsability and loyalty in services sector CORPORATE SOCIAL RESPONSIBILITY (7 point Likert scales: 1, total disagreement; 7, total agreement) I believe my operating company... Ethical-legal responsibility Philantropic responsibility Always respects the norms defined in the law when carrying out its activities Is concerned with fulfilling its obligations vis-à-vis its shareholders, suppliers, distributors and other agents with whom it deals Behaves ethically/honestly with its customers Thinks that respecting ethical principles in its relationships has priority over achieving superior economic performance Is concerned with respecting and protecting the natural environment Directs part of its budget to donations and social works favouring the disadvantaged Is concerned with improving the general well-being of society COMMERCIAL RESPONSIBILITY (7 point Likert scales: 1, total disagreement; 7, total agreement) Technical quality Functional quality Perceived price Good coverage Good sound quality Good variety of additional services Good commercial advice to customers Rapid resolution of problems Friendly treatment from staff Compared with other operators offers good price level Prices in accordance with level of services provided LOYALTY (7 point Likert scales: 1, total disagreement; 7, total agreement) I consider myself to be loyal to my operating brand To me, my operating brand is clearly the best brand on the market I would recommend my brand if somebody asked my advice If I had to contract the service again, I would choose my operating brand again I shall continue with my operating brand in the next few years IMAGE (7 positions, 1 strongly disagree; 7 strongly agree) I have positive feelings towards my operator My opinion about my operator is highly favourable SWITCHING COSTS (7 positions, 1 strongly disagree; 7 strongly agree) Generally, it would be troublesome to change brand Changing brand would take my time and effort To me, costs in time, money and effort to change brand are very high 11 221 [221]
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Corporate social responsability and loyalty in services sector - Esic

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