Ali, W., Danni, Y., Latif, B., Kouser, R., & Saleh, B. (2021). Corporate social responsibility and customer loyalty in food chains — mediating role of customer satisfaction and corporate reputation. Sustainability, 13(6), 8681. https://doi.org/10.3390/su13168681
Al-Ghamdi, S.A., & Badawi, N.S. (2019). Do corporate social responsibility activities enhance customer satisfaction and customer loyalty? Evidence from the Saudi banking sector. Cogent Business & Management, 6(1), 1662932. https://doi.org/10.1080/23311975.2019.1662932
Ardani, W., Rahyuda, K., Giantari, I.G.A.K., & Sukaatmadja, I.P.G. (2019). Customer satisfaction and behavioural intentions in tourism: A literature review. International Journal of Applied Business & International Management, 4(3), 84–93.
Aro, K., Suomi, K., & Saraniemi, S. (2018). Antecedents and consequences of destination brand love — A case study from Finnish Lapland. Tourism Management, 67, 71–78. https://doi.org/10.1016/j.tourman.2018.01.003
Asad, M., & Abid, U. (2018). CSR practices and customer’s loyalty in restaurant industry: moderating role of gender. International Journal of Business & Management, 13(2), 144–155.
Aupperle, K., Hatfield, J.D., & Carroll, A.B. (1983). Instrument development and application in corporate social responsibility. Academy of Management, 1983(1), 369–373. https://doi.org/10.5465/ambpp.1983.4976378
Aupperle, K.E., Carroll, A.B., & Hatfield, J.D. (1985). An empirical examination of the relationship between corporate social responsibility and profitability. Academy of Management Journal, 28(2), 446–463. https://doi.org/10.5465/256210
Baden, D. (2016). A reconstruction of Carroll’s pyramid of corporate social responsibility for the 21st century. International Journal of Social Responsibility, 1(8), 1–15. https://doi.org/10.1186/s40991-016-0008-2
Bagozzi, R.P., & Yi, Y. (2012). Specification, evaluation, and interpretation of structural equation models. Journal of the Academy of Marketing Science, 40, 8–34. https://doi.org/10.1007/s11747-011-0278-x
Barcelos, E.M.B., Baptista, P.d.P., Maffezzolli, E.C.F., da Silva, V., Marchetti, R.Z., & da Veiga, C.P. (2015). Relationship between an organization evaluated as being socially responsible and the satisfaction, trust and loyalty of its clients. Australian Journal of Basic & Applied Sciences, 9(7), 429–438.
Barkakati, U., Patra, R.K., & Das, P. (2016). Corporate social responsibility and its impact on consumer behaviour — a consumer’s perspective. International Journal of Sustainable Society, 8(4), 278–301. https://doi.org/10.1504/IJSSOC.2016.082366
Bello, K.B., Jusoh, A., & Nor, M.K. (2020). Relationships and impacts of perceived CSR, service quality, customer satisfaction and consumer rights awareness. Social Responsibility Journal, 17(8), 1116–1130. https://doi.org/10.1108/SRJ-01-2020-0010
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.
Biswas, A., & Verma, R.K. (2022). Augmenting service quality dimensions: Mediation of image in the Indian restaurant industry. Journal of Food Service Business Research, 26(3), 496–527. https://doi.org/10.1080/15378020.2022.2027198
Carroll, A.B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 34(4), 39–48.
Carroll, A.B. (2016). Carroll’s pyramid of CSR: Taking another look. International Journal of Corporate Social Responsibility, 1(3), 1–8. https://doi.org/10.1186/s40991-016-0004-6
Chen, M.H., Tai, P.N., & Chen, B.H. (2015). The relationship among corporate social responsibility, consumer-company identification, brand prestige, and purchase intention. International Journal of Marketing Studies, 7(5), 33–40. http://dx.doi.org/10.5539/ijms.v7n5p33
Chung, K-H., Yu, J-E., Choi, M-G., & Shin, J-I. (2015). The effects of CSR on customer satisfaction and loyalty in China: The moderating role of corporate image. Journal of Economics, Business & Management, 3(5), 542–547.
Civero, G., Rusciano, V., & Scarpato, D. (2017). Consumer behaviour and corporate social responsibility: an empirical study of Expo 2015. British Food Journal, 119(8), 1826–1838. https://doi.org/10.1108/BFJ-12-2016-0601
Cronbach, L.J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16, 297–334. https://doi.org/10.1007/BF02310555
Cuesta-Valiño, P., Rodríguez, P.G., & Núñez-Barriopedro, E. (2019). The impact of corporate social responsibility on customer loyalty in hypermarkets: A new socially responsible strategy. Corporate Social Responsibility & Environmental Management, 26(4), 761–769. https://doi.org/10.1002/csr.1718
Deen, A. (2022). Developing a visitor satisfaction index for national parks (Publication No. 30360531) [Doctoral Dissertation, University of Johannesburg]. ProQuest Dissertations Publishing.
Fatma, M., Rahman, Z., & Khan, I. (2015). Building company reputation and brand equity through CSR: the mediating role of trust. International Journal of Bank Marketing, 33(6), 840–856. https://doi.org/10.1108/IJBM-11-2014-0166
Fatma, M., & Rahman, Z. (2016). The CSR’s influence on customer responses in Indian banking sector. Journal of Retailing & Consumer Services, 29, 49–57. https://doi.org/10.1016/j.jretconser.2015.11.008
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104
Golob, U., Lah, M., & Jancic, Z. (2008). Value orientations and consumer expectations of corporate social responsibility. Journal of Marketing & Communications, 14(2), 83–96. https://doi. org/10.1080/13527260701856525
Gunawan, I. (2022). Customer loyalty: The effect customer satisfaction, experiential marketing and product quality. Kinerja. Jurnal Manajemen Organisasi dan Industri, 1(1), 35–50. https://doi.org/10.37481/jmoi.v1i1.6
Hair, J.F., Sarstedt, M., Ringle, C.M., & Mena, J.A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40, 414–33. https://doi.org/10.1007/s11747-011-0261-6
Hair, J.F., Risher, J.J., Sarstedt, M., & Ringle, C.M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hajjar, S.T.E.L. (2018). Statistical analysis: internal-consistency reliability and construct validity. International Journal of Quantitative and Qualitative Research Methods, 6(1), 46–57.
Hamid, S., Riaz, Z., & Azeem, S.M.W. (2020). Carroll’s dimensions and CSR disclosure: empirical evidence from Pakistan. Corporate Governance, 20(3), 365–381. https://doi.org/10.1108/CG10-2018-0317
Han, H., Yu, J., & Kim, W. (2019). Environmental corporate social responsibility and the strategy to boost the airline’s image and customer loyalty intentions. Journal of Travel & Tourism Marketing, 36(3), 371–383. https://doi.org/10.1080/10548408.2018.1557580
Han, H., & Hwang, J. (2015). Norm-based loyalty model (NLM): Investigating delegates’ loyalty formation for environmentally responsible conventions. International Journal of Hospitality Management, 46, 1–14. https://doi.org/10.1016/j.ijhm.2015.01.002
Han, H., Kim, W., Lee, S., & Kim, H.R. (2018). How image congruity and satisfaction impact customer retention at luxury restaurants: A moderated mediation framework. Social Behaviour & Personality: An International Journal, 46(6), 891–904. https://doi.org/10.2224/sbp.6767
Han, H., Moon, H., & Hyan, S.S. (2020). Uncovering the determinants of pro-environmental consumption for green hotels and green restaurants: A mixed-method approach. International Journal of Contemporary Hospitality Management, 32(4), 1581–1603. https://doi.org/10.1108/IJCHM-04-2019-0354
Han, H., Al-Ansi, A., Chi, X., Baek, H., & Lee, K-S. (2020). Impact of environmental CSR, service quality, emotional attachment, and price perception on word-of-mouth for full-service airlines. Sustainability, 12(10), 3974. https://doi.org/10.3390/su12103974
Hennig-Thurau, T. (2004). Customer orientation of service employees: Its impact on customer satisfaction, commitment, and retention. International Journal of Service Industry Management, 15(5), 460–478.
Henseler, J., Ringle, C.M., & Sarstedt, M. (2016). Testing measurement invariance of composites using partial least squares. International Marketing Review, 33(3), 405–431. https://doi.org/10.1108/IMR-09-2014-0304
Hossain, A., Bashar, K.B., & Noor, B. (2017). The impact of corporate social responsibility (CSR) on national and international corporations prevailing in Bangladesh: A comparison of CSR on the basis of Carroll’s pyramid. Journal of Investment & Management, 6(1), 6–12.
Hsu, S.L. (2018). The effects of corporate social responsibility on corporate image, customer satisfaction and customer loyalty: An empirical study on the telecommunication industry. International Journal of Social Sciences and Humanities Invention, 5(5), 4693–4703.
Hwang, J., Kim, I., & Gulzar, M.A. (2020). Understanding the eco-friendly role of drone food delivery services: deepening the theory of planned behaviour. Sustainability, 12(4), 1440. https://doi.org/10.3390/su12041440
Hwang, J., & Lyu, S.O. (2019). Relationships among green image, consumer attitudes, desire, and customer citizenship behavior in the airline industry. International Journal of Sustainable Transportation, 14(6), 437–447. https://doi.org/10.1080/15568318.2019.1573280
Ilyas, G.B., Munir, A.R., Tamsah, H., Mustafa, H., & Yusriadi, Y. (2021). The influence of digital marketing and customer perceived value through customer satisfaction on customer loyalty. Journal of Legal, Ethical Regulatory Issues, 24(8), 1–14.
Ing, P.G., Lin, N.Z. Xu, M., & Thurasamy, R. (2020). Customer loyalty in Sabah full service restaurant. Asia Pacific Journal of Marketing & Logistics, 32(7), 1407–1429. https://doi.org/10.1108/APJML-07-2019-0437
Jamali, D., & Karam, C. (2016). Corporate social responsibility in developing countries as an emerging field of study. International Journal of Management Reviews, 20(1), 32–61. https://doi.org/10.1111/ijmr.12112
Jap, S.D. (2001). The strategic role of the salesforce in developing customer satisfaction across the relationship lifecycle. Journal of Personal Selling & Sales Management, 21(2), 95–108. https://doi.org/10.1080/08853134.2001.10754261
Khan, M., Majid, A., Yasir, M., & Arshad, M. (2013). Corporate social responsibility and corporate reputation: A case of cement industry in Pakistan. Interdisciplinary Journal of Contemporary Research in Business, 5(1), 843–857.
Kim, S-H., Lee, K., & Fairhurst, A. (2017). The review of “green” research in hospitality, 2000–2014: Current trends and future research directions. International Journal of Contemporary Hospitality Management, 29(1), 226–247. https://doi.org/10.1108/IJCHM-11-2014-0562
Kim, H. Rhou, Y., Topcuoglu, E., & Kim, Y.G. (2020). Why hotel employees care about corporate social responsibility (CSR): Using need satisfaction theory. International Journal of Hospitality Management, 87, 102505. https://doi.org/10.1016/j.ijhm.2020.102505
Kim, M.J., & Hall, C.M. (2020). Can sustainable restaurant practices enhance customer loyalty? The roles of value theory and environmental concerns. Journal of Hospitality & Tourism Management, 43, 127–138. https://doi.org/10.1016/j.jhtm.2020.03.004
Kline, R.B. (1990). Assumptions in structural equation modeling. In: R.H. Hoyle, Handbook of Structural Equation Modeling (p. 128–144). Guilford Publications.
Kline, R.B. (2011). Principles and practice of structural equation modelling. The Guilford Press.
Kline, R.B. (2015). The mediation myth. Basic & Applied Social Psychology, 37(4), 202–213. https://doi.org/10.1080/01973533.2015.1049349
Lee, C-Y., Chang, W-C., & Lee, H-C. (2017). An investigation of the effects of corporate social responsibility on corporate reputation and customer loyalty — evidence from the Taiwan non-life insurance industry. Social Responsibility Journal, 13(2), 355–369. https://doi.org/10.1108/SRJ01-2016-0006
Lee, S., Han, H., Radic, A., & Tariq, B. (2020). Corporate social responsibility (CSR) as a customer satisfaction and retention strategy in the chain restaurant sector. Journal of Hospitality & Tourism Management, 45, 348–358. https://doi.org/10.1016/j.jhtm.2020.09.002
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business & Social Sciences, 7(4), 450–465. http://dx.doi.org/10.6007/IJARBSS/v7-i4/2821
Lo, A. (2020). Effects of customer experience in engaging in hotels’ CSR activities on brand relationship quality and behavioural intention. Journal of Travel & Tourism Marketing, 37(2), 185–199. https://doi.org/10.1080/10548408.2020.1740140
Lu, J., Ren, L., Zhang, C., Wang, C., Shahid, Z., & Streimikis, J. (2020). The influence of a firm’s CSR initiatives on brand loyalty and brand image. Journal of Competitiveness, 12(2), 106–124.
Marin, L., Ruiz, S., & Rubio, A. (2009). The role of identity salience in the effects of corporate social responsibility on consumer behavior. Journal of Business Ethics, 84, 65–78
Martínez, P., & del Bosque, I.R. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89–99. https://doi.org/10.1016/j.ijhm.2013.05.009
McCain, S-L.C., Lolli, J.C., Liu, E., & Jen, E. (2019). The relationship between casino corporate social responsibility and casino customer loyalty. Tourism Economics, 25(4), 569–592. https://doi.org/10.1177/1354816618808077
Mohammed, A., & Rashid, B. (2018). A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry. Kasetsart Journal of Social Sciences, 39(2), 358–364. https://doi.org/10.1016/j.kjss.2018.04.001
Moisescu, O.L., & Beracs, J. (2015). Exploring the effect of perceived CSR on customer loyalty in the dairy products market. Romanian Journal of Marketing, 2, 28–35.
Nguyen, N., & Johnson, L.W. (2020). Consumer behaviour and environmental sustainability. Journal of Consumer Behaviour: An International Research Review, 19(6), 539–541. https://doi.org/10.1002/cb.1892
Nunkoo, R., Ramkissoon, H., & Gursoy, D. (2013). Use of structural equation modeling in tourism research: past, present, and future. Journal of Travel Research, 52(6), 759–771. https://doi.org/10.1177/0047287513478503
Nunkoo, R., & Smith, S.L.J. (2013). Political economy of tourism: Trust in government actors, political support, and their determinants. Tourism Management, 36, 120–132. https://doi.org/10.1016/j.tourman.2012.11.018
Oe, H., & Yamaoka, Y. (2020). Consumer perceptions of corporate social responsibility and its relationship with consumer behaviour: Scale development and validation in an emerging market context. Journal of Customer Behaviour, 19(3), 202–225. https://doi.org/10.1362/147539220X16003502334208
Oh, H., & Kim, K. (2017). Customer satisfaction, service quality, and customer value: Years 2000–2015. International Journal of Contemporary Hospitality Management, 29(1), 2–29. https://doi.org/10.1108/IJCHM-10-2015-0594
Omidvar, M., & Deen, A. (2023). The effect of CSR on restaurants’ brand image and customers’ brand attitudes as evidenced by their purchase intentions. Studia Periegetica, 44(4), 113–138. https://doi.org/10.58683/sp.576
Omidvar, M., & Deen, A. (2024). Can restaurants achieve customer retention through CSR? Journal of Applied Sciences in Travel & Hospitality, 7(1), 1–16. https://doi.org/10.31940/jasth.v7i1.1-16
Otto, A.S., Szymanski, D.M., & Varadarajan, R. (2020). Customer satisfaction and firm performance Insights from over a quarter century of empirical research. Journal of the Academy of Marketing Science, 48, 543–564. https://doi.org/10.1007/s11747-019-00657-7
Ozdemir, O., Erkmen, E., & Kim, M. (2020). Corporate social responsibility and idiosyncratic risk in the restaurant industry: does brand diversification matter? International Journal of Contemporary Hospitality Management, 32(9), 2925–2946. https://doi.org/10.1108/IJCHM-03-2020-0167
Palihawadana, D., Oghazi, P., & Liu, Y. (2016). Effects of ethical ideologies and perceptions of CSR on consumer behaviour. Journal of Business Research, 69(11), 4964–4969. https://doi.org/10.1016/j.jbusres.2016.04.060
Park, E., & Kim, K.J. (2019). What drives “customer loyalty”? The role of corporate social responsibility. Sustainable Development, 27(3), 304–311. https://doi.org/10.1002/sd.1901
Park, S., Song, S., & Lee, S. (2019). The influence of CEOs’ equity-based compensation on restaurant firms’ CSR initiatives: The moderating role of institutional ownership. International Journal of Contemporary Hospitality Management, 31(9), 3664–3682. https://doi.org/10.1108/IJCHM-03-2018-0221
Pizam, A., Shapoval, V., & Ellis, T. (2016). Customer satisfaction and its measurement in hospitality enterprises: a revisit and update. International Journal of Contemporary Hospitality Management, 28(1), 2–35. https://doi.org/10.1108/IJCHM-04-2015-0167
Popa, I., Nicolescu, L., Stefan, S.C., & Popa, S.C. (2022). The effects of corporate social responsibility (CSR) on consumer behaviour in online commerce: The case of cosmetics during the COVID-19 pandemics. Electronics, 11(15), 2442. https://doi.org/10.3390/electronics11152442
Porter, M.E., & Kramer, M.R. (2006). The link between competitive advantage and corporate social responsibility. Harvard Business Review, 84, 78–92.
Rădulescu, C., & Hudea, O.S. (2018). Econometric modelling of the consumer’s behaviour in order to develop brand management policies. Economic Research-Ekonomska Istraživanja, 31(1), 576–591. https://doi.org/10.1080/1331677X.2018.1442232
Rashid, N.R.N.A., Khalid, S.A., & Rahman, N.I.A. (2015). Environmental corporate social responsibility (ECSR): Exploring its influence on customer loyalty. Procedia Economics & Finance, 31, 705–713. https://doi.org/10.1016/S2212-5671(15)01159-4
Rather, R.A., Tehseen, S., Itoo, M.H., & Parrey, S.H. (2019). Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector. Journal of Global Scholars of Marketing Science, 29(2), 195–217.
Rathore, P., Saha, E., Chakraborty, S., & Tiwari, A.K. (2022). Assessing impact of consumer perceived CSR on consumer attitude and purchase behaviour in retail segment: A stakeholder theory perspective. Society & Business Review, 18(2), 264–295. https://doi.org/10.1108/SBR-10-2021-0207
Rhou, Y., Singal, M., & Koh, Y. (2016). CSR and financial performance: The role of CSR awareness in the restaurant industry. International Journal of Hospitality Management, 57, 30–39. https://doi.org/10.1016/j.ijhm.2016.05.007
Saeidi, S.P., Sofian, S., Saeidi, P., Saeidi, S.P., & Saaeidi, S.A. (2015). How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction. Journal of Business Research, 68(2), 341–350. https://doi.org/10.1016/j.jbusres.2014.06.024
Salam, M.A., Jahed, M.A., & Palmer, T. (2022). CSR orientation and firm performance in the Middle Eastern and African B2B markets: The role of customer satisfaction and customer loyalty. Industrial Marketing Management, 107, 1–13. https://doi.org/10.1016/j.indmarman.2022.09.013
Sanchez-Redbull, M-V., Rudchenko, V., & Martin, J-C. (2018). The antecedents and consequences of customer satisfaction in tourism: a systematic literature review. Tourism & Hospitality Management, 24(1), 151–183. https://doi.org/10.20867/thm.24.1.3
Schwartz, M.S., & Carroll, A.B. (2003). Corporate social responsibility: A three-domain approach. Business Ethics Quarterly, 13(4), 503–530. https://doi.10.5840/beq200313435
Sen, S., & Bhattacharya, C.B. (2001). Does doing good always lead to doing better? Consumer reaction to corporate social responsibility. Journal of Marketing Research, 38(2), 225–243. https://doi.org/10.1509/jmkr.38.2.225.18838
Sen, S., Du, S., & Bhattacharya, C.B. (2016). Corporate social responsibility: A consumer psychological perspective. Current Opinion in Psychology, 10, 70–75. https://doi.org/10.1016/j.copsyc.2015.12.014
Servera-Francés, D., & Piqueras-Tomás, L. (2019). The effects of corporate social responsibility on consumer loyalty through consumer perceived value. Economic Research-Ekonomska Istraživanja, 32(1), 66–84. https://doi.org/10.1080/1331677X.2018.1547202
Shokouhyar, S., Shokoohyar, S., & Safari, S. (2020). Research on the influence of after-sales service quality factors on customer satisfaction. Journal of Retailing & Consumer Services, 56, 102139. https://doi.org/10.1016/j.jretconser.2020.102139
Singh, G., Slack, N., Sharma, S., Mudaliar, K., Narayan, S., Kaur, R., & Sharma, K.U. (2021). Antecedents involved in developing fast-food restaurant customer loyalty. The TQM Journal, 33(8), 1753–1769. https://doi.org/10.1108/TQM-07-2020-0163
Sudari, S.A., Tarofder, A.K., Khatibi, A., & Tham, J. (2019). Measuring the critical effect of marketing mix on customer loyalty through customer satisfaction in food and beverage products. Management Sciences Letters, 9(9), 1385–1396. http://dx.doi.org/10.5267/j.msl.2019.5.012
Uslu, A., & Eren, R. (2020). Critical review of service quality scales with a focus on customer satisfaction and loyalty in restaurants. The Central European Journal of Regional Development & Tourism, 12(1), 64–84.
Uhlig, M.R.H., Mainardes, E.W., & Nossa, V. (2020). Corporate social responsibility and consumer’s relationship intention. Corporate Social Responsibility & Environmental Management, 27(1), 313–324. https://doi.org/10.1002/csr.1807
Veal, A.J. (2011). Research methods for leisure and tourism: a practical guide. 4th ed. Pearson.
Wagner-Tsukamoto, S. (2019). In search of ethics: From Carroll to integrative CSR economics. Social Responsibility Journal, 15(4), 469–491.
Webb, D.J., Mohr, L.A., & Harris, K.E. (2008). A re-examination of socially responsible consumption and its measurement. Journal of Business Research, 61(2), 91–98. https://doi.org/10.1016/j.jbusres.2007.05.007
Xu, Y. (2014). Understanding CSR from the perspective of Chinese diners: The case of McDonald’s. International Journal of Contemporary Hospitality Management, 26(6), 1002–1020. https://doi.org/10.1108/IJCHM-01-2013-0051
Yilmazdogan, O.C., Secilmis, C., & Cicek, D. (2015). The effect of corporate social responsibility (CSR) perception on tourism students’ intention to work in sector. Procedia Economics & Finance, 23, 1340–1346. https://doi.org/10.1016/S2212-5671(15)00321-4
Youn, H., & Kim, J-H. (2017). Effects of ingredients, names and stories about food origins on perceived authenticity and purchase intentions. International Journal of Hospitality Management, 63, 11–21. https://doi.org/10.1016/j.ijhm.2017.01.002
Język Polski
English
