How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior

Volume: 13, Issue: 4, Pages: 671 - 694
Published: Mar 30, 2019
Abstract
Based on empirical results involving 237 frontline service employees (FSEs) of a South Korean insurance company, this study reveals how FSEs’ views of their company’s corporate social responsibility (CSR) performance impact both their customer orientation and self-efficacy of their work. This marks the first study to demonstrate how the psychological mechanisms of CSR vary by stakeholder perspectives. CSR initiatives aimed at internal...
Paper Details
Title
How CSR serves as a preventive mechanism for coping with dysfunctional customer behavior
Published Date
Mar 30, 2019
Volume
13
Issue
4
Pages
671 - 694
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