Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review

22 Scopus Citations
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Detail(s)

Original languageEnglish
Pages (from-to)41-52
Journal / PublicationSustainable Development
Volume24
Issue number1
Online published17 Sept 2015
Publication statusPublished - 2016

Abstract

This study identifies the environmental, social, economic and ethical responsibilities of a firm as key components of successful sustainable management, and investigates how these corporate responsibilities contribute to enhancing competiveness and customer satisfaction. A structural equation modelling analysis was conducted on data collected from 914 customers of railway service users in South Korea. The results indicate that firms' environmental, social and ethical responsibilities serve to increase service and provider competitiveness, which leads to greater customer satisfaction. However, firms' economic responsibility is found to be a less influential component of sustainable management. Implications of the key findings and potential avenues for future study are addressed.

Research Area(s)

  • Competitiveness, Corporate social responsibility, Customer satisfaction, Sustainable management

Citation Format(s)

Assessing the Effects of Corporate Sustainable Management on Customer Satisfaction. / Park, Eunil; Kwon, Sang Jib; Kim, Ki Joon.
In: Sustainable Development, Vol. 24, No. 1, 2016, p. 41-52.

Research output: Journal Publications and Reviews (RGC: 21, 22, 62)21_Publication in refereed journalpeer-review