Do corporate sustainable management activities improve customer satisfaction, word of mouth intention and repurchase intention? Empirical evidence from the shipping industry

International Journal of Logistics Management

Volumn 28, Issue 2, 2017, Pages 555-570

  Shin, Youngran ^a   Van Thai, Vinh ^b   Grewal, Devinder ^c   Kim, Yulseong ^a  

^a Korea Maritime University   (South Korea)

^b RMIT UNIVERSITY   (Australia)

^c WORLD MARITIME UNIVERSITY   (Sweden)

Author keywords

Corporate sustainable management activities; Customer satisfaction; Relationship marketing; Repurchase intention; Shipping industry; Word of mouth intention

Indexed keywords

EID: 85019052370     PISSN: 09574093     EISSN: 17586550     Source Type: Journal    
DOI: 10.1108/IJLM-11-2015-0220     Document Type: Article

References (63)

1. Armstrong, R.W. (1996), "The relationship between culture and perception of ethical problems in international marketing", Journal of Business Ethics, Vol. 15 No. 11, pp. 1199-1208.
2. Aronsson, H. and Brodin, M.H. (2006), "The environmental impact of changing logistics structures", International Journal of Logistics Management, Vol. 17 No. 3, pp. 394-415.
3. Athanassopoulos, A., Gounaris, S. and Stathakopoulos, V. (2001), "Behavioural responses to customer satisfaction: an empirical study", European Journal of Marketing, Vol. 35 Nos 5-6, pp. 687-707.
4. Babiak, K. and Trendafilova, S. (2011), "CSR and environmental responsibility: motives and pressures to adopt green management practices", Corporate Social Responsibility and Environmental Management, Vol. 18 No. 1, pp. 11-24.
5. Balkyte, A. and Tvaronaviciene, M. (2010), "Perception of competitiveness in the context of sustainable development: facets of sustainable competitiveness", Journal of Business Economics and Management, Vol. 11 No. 2, pp. 341-365.
6. Becker-Olsen, K.L., Cudmore, B.A. and Hill, R.P. (2006), "The impact of perceived corporate social responsibility on consumer behavior", Journal of Business Research, Vol. 59 No. 1, pp. 46-53.
7. Belz, F.-M. and Schmidt-Riediger, B. (2009), "Marketing strategies in the age of sustainable development: evidence from the food industry", Business Strategy and the Environment, Vol. 19 No. 7, pp. 401-416.
8. Bolton, R.N. (1998), "A dynamic model of the duration of the customer's relationship with a continuous service provider: the role of satisfaction", Marketing Science, Vol. 17 No. 1, pp. 45-65.
9. Bolton, R.N., Kannan, P.K. and Bramlett, M.D. (2000), "Implications of loyalty program membership and service experiences for customer retention and value", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 95-108.
10. Brown, T.J. (1998), "Corporate associations in marketing: antecedents and consequences", Corporate Reputation Review, Vol. 1 No. 3, pp. 215-233.
11. Carter, C.R. and Rogers, D.S. (2008), "A framework of sustainable supply chain management: moving toward new theory", International Journal of Physical Distribution and Logistics Management, Vol. 38 No. 5, pp. 360-387.
12. Choi, B. and La, S. (2013), "The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery", The Journal of Services Marketing, Vol. 27 No. 3, pp. 223-233.
13. Churchill, G.A. (1991), Marketing Research: Methodological Foundations, The Dryden Press, London.
14. Corbett, C.J. and Klassen, R.D. (2006), "Extending the horizons: environmental excellence as key to improving operations", Manufacturing and Service Operations Management, Vol. 8 No. 1, pp. 5-22.
15. Davidow, M. (2000), "The bottom line impact of organizational responses to customer complaints", Journal of Hospitality and Tourism Research, Vol. 24 No. 4, pp. 473-490.
16. Davies, J.E. (1986), "Competition, contestability and the liner shipping industry", Journal of Transport Economics and Policy, Vol. 20 No. 3, pp. 299-312.
17. De Wulf, K., Odekerken-Schroder, G. and Lacobucci, D. (2001), "Investments in consumer relationships: a cross-country and cross-industry exploration", Journal of Marketing, Vol. 65 No. 4, pp. 33-50.
18. Elkington, J. (1997), "Partnerships from cannibals with forks: the triple bottom line of 21st-century business", Environmental Quality Management, Vol. 8 No. 1, pp. 37-51.
19. Farrelly, F.J. and Quester, P.G. (2005), "Examining important relationship quality constructs of the focal sponsorship exchange", Industrial Marketing Management, Vol. 34 No. 3, pp. 211-219.
20. Fornell, C. and Larcker, D.F. (1981), "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
21. Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E. and Tatham, R.L. (2006), Multivariate Data Analysis, Prentice-Hall, Upper Saddle River, NJ.
22. Hallowell, R. (1996), "The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study", International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42.
23. Handelman, J.M. and Arnold, S.J. (1999), "The role of marketing actions with a social dimension: appeals to the institutional environment", Journal of Marketing, Vol. 63 No. 3, pp. 33-48.
24. Huang, S.T., Bulut, E. and Duru, O. (2015), "Service quality assessment in liner shipping industry: an empirical study on Asian shipping case", International Journal of Shipping and Transport Logistics, Vol. 7 No. 2, pp. 221-242.
25. Kellar, G.M. and Preis, M.W. (2011), "Satisfaction and repurchase intention: B2B buyer-seller relationships in medium-technology industries", Academy of Information and Management Sciences Journal, Vol. 14 No. 2, pp. 11-26.
26. Kolk, A. and Pinkse, J. (2008), "A perspective on multinational enterprises and climate change: learning from 'an inconvenient truth'?", Journal of International Business Studies, Vol. 39 No. 8, pp. 1359-1378.
27. Kotler, P. (2008), Marketing Management, Prentice-Hall, Upper Saddle River, NJ.
28. Koufteros, X.A. (1999), "Testing a model of pull production: a paradigm for manufacturing research using structural equation modeling", Journal of Operations Management, Vol. 17 No. 4, pp. 467-488.
29. Lafferty, B.A. and Goldsmith, R.E. (1999), "Corporate credibility's role in consumers' attitudes and purchase intentions when a high versus a low credibility endorser is used in the ad", Journal of Business Research, Vol. 44 No. 2, pp. 109-116.
30. Luo, X. and Bhattacharya, C.B. (2006), "Corporate social responsibility, customer satisfaction, and market value", Journal of Marketing, Vol. 70 No. 4, pp. 1-18.
31. Marín, L., Rubio, A. and De Maya, S.R. (2012), "Competitiveness as a strategic outcome of corporate social responsibility", Corporate Social Responsibility and Environmental Management, Vol. 19 No. 6, pp. 364-376.
32. Maxham, J.G. III and Netemeyer, R.G. (2002), "A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts", Journal of Marketing, Vol. 66 No. 4, pp. 57-71.
33. Mitchell, R.W., Wooliscroft, B. and Higham, J. (2010), "Sustainable market orientation: a new approach to managing marketing strategy", Journal of Macromarketing, Vol. 30 No. 2, pp. 160-170.
34. Mittal, V., Pankaj, K. and Tsiros, M. (1999), "Attribute-level performance satisfaction, and behavioral intentions over time: a consumption-system approach", Journal of Marketing, Vol. 63 No. 2, pp. 88-101.
35. Mohr, L.A., Webb, D.J. and Harris, K.E. (2001), "Do consumers expect companies to be socially responsible? The impact of corporate social responsibility on buying behavior", Journal of Consumer Affairs, Vol. 35 No. 1, pp. 45-72.
36. Morgan, R.M. and Hunt, S.D. (1994), "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58 No. 3, pp. 20-38.
37. Oglethorpe, D. and Heron, G. (2010), "Sensible operational choices for the climate change agenda", International Journal of Logistics Management, Vol. 21 No. 3, pp. 538-557.
38. Plomaritou, E. and Giziakis, K. (2011), "Shipping marketing & customer orientation: the psychology & buying behavior of charterer & shipper in the tramp & liner market", Management-Journal of Contemporary Management Issues, Vol. 16 No. 1, pp. 57-89.
39. Rajaobelina, L. and Bergeron, J. (2009), "Antecedents and consequences of buyer-seller relationship quality in the financial services industry", The International Journal of Bank Marketing, Vol. 27 No. 5, pp. 359-380.
40. Ravald, A. and Grönroos, C. (1996), "The value concept and relationship marketing", European Journal of Marketing, Vol. 30 No. 2, pp. 19-30.
41. Romána, S. (2003), "The impact of ethical sales behaviour on customer satisfaction, trust and loyalty to the company: an empirical study in the financial services industry", Journal of Marketing Management, Vol. 19 Nos 9-10, pp. 915-939.
42. Ross, J.K., III, Patterson, L.T. and Stutts, M.A. (1992), "Consumer perceptions of organizations that use cause-related marketing", Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 93-97.
43. S&P Dow Jones Indices (2014), "Dow jones sustainability indices guidebook", available at: www.sustainability-indices.com/images/Corporate%20Sustainability%20Assessment%20 (CSA)%20Methodology%20Guidebook-tcm1071-381594.pdf (accessed February 20, 2014).
44. Salmones, M., Crespo, A. and Bosque, I. (2005), "Influence of corporate social responsibility on loyalty and valuation of services", Journal of Business Ethics, Vol. 61 No. 4, pp. 369-385.
45. Sarkis, J., Helms, M.M. and Hervani, A.A. (2010), "Reverse logistics and social sustainability", Corporate Social Responsibility and Environmental Management, Vol. 17 No. 6, pp. 337-354.
46. Schaltegger, S. and Synnestvedt, T. (2002), "The link between 'green' and economic success: environmental management as the crucial trigger between environmental and economic performance", Journal of Environmental Management, Vol. 65 No. 4, pp. 339-346.
47. Sen, S. and Bhattacharya, C.B. (2001), "Does doing good always lead to doing better? Consumer reactions to corporate social responsibility", Journal of Marketing Research, Vol. 38 No. 2, pp. 225-243.
48. Shani, D. and Chalasani, S. (1992), "Exploiting niches using relationship marketing", The Journal of Consumer Marketing, Vol. 9 No. 3, pp. 33-42.
49. Sheth, J.N. and Parvatiyar, A. (1995), "The evolution of relationship marketing", International Business Review, Vol. 4 No. 4, pp. 397-418.
50. Shin, Y.R. and Thai, V.V. (2014), "The impact of corporate social responsibility on customer satisfaction, relationship maintenance and loyalty in the shipping industry", Corporate Social Responsibility and Environmental Management, Vol. 22 No. 6, pp. 381-392.
51. Söderlund, M. (2006), "Measuring customer loyalty with multi-item scales: a case for caution", International Journal of Service Industry Management, Vol. 17 No. 1, pp. 76-98.
52. Steurer, R., Langer, M.E., Konrad, A. and Martinuzzi, A. (2005), "Corporations, stakeholders and sustainable development I: a theoretical exploration of business-society relations", Journal of Business Ethics, Vol. 61 No. 3, pp. 263-281.
53. Tabachnick, B.G. and Fidell, L.S. (2001), Using Multivariate Statistics, Allyn and Bacon, Boston, MA.
54. Tacken, J., Rodrigues, V.S. and Mason, R. (2014), "Examining CO2e reduction within the German logistics sector", International Journal of Logistics Management, Vol. 25 No. 1, pp. 54-84.
55. Ural, T. (2007), "The antecedents and consequences of relationship quality according to stages of the relationship between exporters and importers", Problems and Perspectives in Management, Vol. 5 No. 3, pp. 111-130.
56. Van Dam, Y.K. and Apeldoorn, P.A.C. (1996), "Sustainable marketing", Journal of Macromarketing, Vol. 16 No. 2, pp. 45-56.
57. Verhoef, P.C. (2003), "Understanding the effect of customer relationship management efforts on customer retention and customer share development", Journal of Marketing, Vol. 67 No. 4, pp. 30-45.
58. Verhoef, P.C., Franses, P.H. and Donkers, B. (2002), "Changing perceptions and changing behavior in customer relationships", Marketing Letters, Vol. 13 No. 2, pp. 121-134.
59. Wagner, M. (2009), "Innovation and competitive advantages from the integration of strategic aspects with social and environmental management in European firms", Business Strategy and the Environment, Vol. 18 No. 1, pp. 291-306.
60. Walker, E.A., Redmond, J. and Giles, M. (2010), "A proposed methodology to promote adoption of 'green' production by small firms", International Journal of Business Studies, Vol. 18 No. 1, pp. 39-48.
61. Bagozzi, R.P., Yi, Y. and Phillips, L.W. (1991), "Assessing construct validity in organizational research", Administrative Science Quarterly, Vol. 36 No. 3, pp. 421-458.
62. Lii, Y.-S., Wu, K.-W. and Ding, M.-C. (2013), "Doing good does good? Sustainable marketing of CSR and consumer evaluations", Corporate Social Responsibility and Environmental Management, Vol. 20 No. 1, pp. 15-28.
63. Nordman, C. (2004), Understanding Customer Loyalty and Disloyalty: The Effect of Loyalty-Supporting and Repressing Factors, Svenska handelshögskolan, Helsinki.