Corporate social responsibility and competitive advantage : relationships and mechanisms

Purpose: This study is intended to gain insight into the association of Corporate Social Responsibility (CSR) implementations and the achievement of competitive advantage focusing on the mediation role of company reputation (CR) in this relationship. Design/Methodology/Approach: Semi-structured interview technique was used to confirm the validity of the research model. In addition, the purposive sampling method has been used targeting senior decision makers in different well-known 5-star hotels and resorts in Jordan. A total of three hundred (300) questionnaires were distributed. While two hundred and forty (240) questionnaires were retrieved from respondents, two hundred and eleven (211) questionnaires were valid and usable. Findings: The results elucidated the mechanism of CSR and competitive advantage relationship. Although the results confirmed the positive (direct and indirect) effect of the social, the legal, and the ethical dimensions of (CSR) on competitive advantage, data analysis did not support any significant impact for the environmental dimension on competitive advantage (CA) through the company reputation (CR) as a mediator variable. Practical Implications: This study raises awareness of (CSR) implementations in service-oriented developing economies through highlighting the mechanism and relationships of CSR and competitive advantage. It is hoped that, it will contribute to generate interest towards the concept of ``Environmental Corporate Social Responsibility`` (ECSR), as a strategic alternative at the aim of the achievement of competitive advantage. Originality/Value: The study goes beyond examining the causal relationship between (CSR) and competitive advantage. It focuses on achieving a deep understanding of this relationship by exploring the mechanisms of its work through illustrating the mediation role of reputation.peer-reviewe

The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study

AbstractElectronic payment options have mostly superseded traditional cash payment methods. The growth of digital wallets, e-commerce, mobile payments, and other unusual payment methods has moved the global economy one step closer to a cashless society. Therefore, this study aims to understand how mobile-wallet service quality dimensions affect customer satisfaction and loyalty, as well as to explore users’ experiences with these wallets. The dimensions of the mobile wallet adopted were service quality, ease of use, usefulness, cost, and security. A quantitative approach was used, and a questionnaire was utilized and distributed based on a convenience sample of 557 respondents who were located in Jordan. The statistical techniques of AMOS and SPSS have been applied. The analysis results supported all the main hypotheses, arguing that mobile-wallet service quality leads to customer satisfaction and loyalty. Additionally, mobile wallet service dimensions have an impact on customer loyalty through customer satisfaction. Furthermore, it found that the perceived ease of use, perceived usefulness, and perceived security dimensions have no impact on customer satisfaction. Moreover, perceived ease of use and perceived security dimensions have no impact on customer loyalty. The study recommended the need for m-wallet providers to support m-wallets and other electronic services to enhance the possibility of good control over their technological tools to improve service quality, reduce costs, improve security, develop the relationship between the organization and its customers, and learn more about their desires and aspirations

The Impact of Marketing Financial Services on Value Behaviors Through Loyality and Satisfaction of Customer of Arab Bank in Jordan

The study aimed to know the relationship between marketing of financial services in public sector banks with special reference to Arab bank in Jordan. The analysis of the data acquired from the customers of the Arab bank in Jordan provides meaningful insights into Perceived financial service quality, Perceived financial service orientation, marketing mix strategy, customer satisfaction, customer loyalty and Value in behavior. Further, the research investigates the direct and indirect association among the study variables. The preliminary analysis discloses that the means of all the study variables. It was found that the Perceived financial service Quality and Marketing mix strategy has a significant positive association with Value in behavior. Further, Perceived Financial service quality has a positive significant association with customer satisfaction and customer loyalty in the Arab bank in Jordan. Additionally, Perceived financial service orientation has a positive significant relationship with customer satisfaction and customer loyalty. Further, a Marketing mix strategy has a positive significant relationship with customer satisfaction and customer loyalty. At last, customer satisfaction and customer loyalty have a positive significant relationship with Value in behavior. Further, it was found that perceived financial service orientation has a negative significant relationship with Value in behavior. Besides, Customer satisfaction and Customer loyalty partially mediate the relationship between Perceived financial service quality and Value in behavior. Likewise, Customer satisfaction and customer loyalty cannot mediate the relationship between Perceived financial service orientation and Value in behavior because hypothesis is rejected. Therefore. Finally, Customer satisfaction and Customer loyalty partially mediate the relationship between Marketing mix strategy and Value in behavior were partially supported