How to cite this paper
Hoang, T. (2020). The impact of corporate social responsibility on customer loyalty: Empirical study for the case of Vietnam Airlines.Accounting, 6(6), 943-950.
Refrences
Abdullah, M.-A., Chew, B.-C., & Hamid, S.-R. (2016). Benchmarking key success factors for the future green airline industry. Procedia - Social and Behavioral Sciences, 224, 246–253.
Arli, D. I., & Lasmono, H. K. (2010). Consumers’ perception of corporate social responsibility in a developing country. International Journal of Consumer Studies, 34(1), 46–51.
Asatryan, R. (2012). The effect of CSR initiatives on customer loyalty in the airline industry. Mathematics and Computers in Contemporary Sciences, 66–71.
Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizon, 34(4), 39–48.
Chen, F., Chang, Y., & Lin, Y. (2012). Journal of air transport management customer perceptions of airline social responsibility and its effect on loyalty. Journal of Air Transport Management, 20, 49–51.
Cho, S.-J., Song, H.-J., Lee, C.-K., & Lee, S.-K. (2017). The impact of CSR on airline passengers’ corporate image, customer trust, and behavioral intentions: an empirial analysis of safety activity. Korean Journal of Hospitality & Tourism, 26(4), 87–106.
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 and Management, 3(5), 542–547.
Dahlsrud, A. (2008). How corporate social responsibility is defined: An analysis of 37 definitions. Corporate Social Responsibility and Environmental Management, 15(1), 1–13.
Diallo, M. F., & Lambey-Checchin, C. (2016). Relationships between CSR and customer loyalty: What lessons for retailers? Proceedings of 11th RIODD Conference, Energie, Environnement et Mutations Sociales, 2(Immd), 1–20.
Dimitriadis, E., & Zilakaki, E. (2019). The effect of corporate social responsibility on customer loyalty in mobile telephone companies. International Journal of Economics and Business Administration, 7(4), 433–450.
Fullerton, G. (2005). The impact of brand commitment on loyalty to retail service brands. Canadian Journal of Administrative Sciences, 22(2), 97–110.
Galbreath, J. (2010). How does corporate social responsibility benefit firms? Evidence from Australia. European Business Review, 22(4), 411–431.
Griffin, J. (2002). Customer loyalty: how to earn it, how to keep it. Jossey-Bass.
Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? the role of corporate image. Social Responsibility Journal, 13(3), 409–427.
Hagmann, C., Semeijn, J., & Vellenga, D. B. (2015). Exploring the green image of airlines: Passenger perceptions and airline choice. Journal of Air Transport Management, 43, 37–45.
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 and Tourism Marketing, 36(3), 371–383.
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. The International Journal of Social Sciences and Humanities Invention, 5(5), 4693–4703.
IATA. (2016). IATA Forecasts Passenger Demand to Double Over 20 Years.
Khairat, G., & Maher, A. (2016). The influence of airlines’ corporate social responsibility on customer loyalty. Journal of Association of Arab Universities for Tourism and Hospitality, 13(2), 71–92.
Kim, Y., Lee, S. S., & Roh, T. (2020). Taking Another Look at Airline CSR : How Required CSR and Desired CSR A ff ect Customer Loyalty in the Airline Industry.
Kumar, V., Shah, D., & Venkatesan, R. (2006). Managing retailer profitability — one customer at a time ! Journal of Retailing, 82(4), 277–294.
Kuusik, A. (2007). Affecting customer loyalty: Do different factors have various influences in different loyalty levels? University of Tartu, Faculty of Economics & Business Administration Working Paper Series, 58, 3–29.
Latif, K. F., Pérez, A., & Sahibzada, U. F. (2020). Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study. International Journal of Hospitality Management, 89(May), 102565.
Lee, C. Y. (2019). Does corporate social responsibility influence customer loyalty in the Taiwan insurance sector? The role of corporate image and customer Satisfaction. Journal of Promotion Management, 25(1), 43–64.
Lee, S. S., Kim, Y., & Roh, T. (2019). Modified pyramid of CSR for corporate image and customer loyalty: Focusing on the moderating role of the CSR experience. Sustainability (Switzerland), 11(17).
Lynes, J. K., & Andrachuk, M. (2008). Motivations for corporate social and environmental responsibility: A case study of Scandinavian Airlines. Journal of International Management, 14(4), 377–390.
Maignan, I. (2001). Consumers’ perceptions of corporate social responsibilities: A cross-cultural comparison. Journal of Business Ethics, 30(2), 57–72.
Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122–133.
Martin, J. D., Petty, J. W., & Wallace, J. S. (2009). Value Based Management with Corporate Social Responsibility (Second). Oxford University Press.
Martínez, P., Pérez, A., & del Bosque, I. R. (2014). CSR influence on hotel brand image and loyalty. Academia Revista Latinoamericana de Administracion, 27(2), 267–283.
Martínez, P., Pérez, A., & Rodríguez del Bosque, I. (2013). Measuring Corporate Social Responsibility in tourism: Development and validation of an efficient measurement scale in the hospitality industry. Journal of Travel and Tourism Marketing, 30(4), 365–385.
Moisescu, O. I. (2017). From CSR to customer loyalty: An empirical investigation in the retail banking industry of a developing country. Scientific Annals of Economics and Business, 64(3), 307–323.
Nguyen, N., & LeBlanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8, 227–236.
Öberseder, M., Schlegelmilch, B. B., & Murphy, P. E. (2013). CSR practices and consumer perceptions. Journal of Business Research, 66(10), 1839–1851.
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33–44.
Park, E. (2019). Corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47(November 2018), 215–221.
Park, E., Lee, S., Kwon, S. J., & del Pobil, A. P. (2015). Determinants of behavioral intention to use South Korean Airline Services: Effects of service quality and corporate social responsibility. Sustainability (Switzerland), 7(9), 12106–12121.
Rashid, N. R. N. A., Khalid, S. A., & Rahman, N. I. A. (2015). Environmental corporate social responsibility (ECSR): Exploring its influence on customer Lloyalty. Procedia Economics and Finance, 31(15), 705–713.
Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, December, 46–54.
Salmones, M. D. M. G. de los, Crespo, A. H., & Del Bosque, I. R. (2005). Influence of corporate social responsibility on loyalty and valuation of services. Journal of Business Ethics, 61(4), 369–385.
Servera-Francés, D., & Piqueras-Tomás, L. (2019). The effects of corporate social responsibility on consumer loyalty through consumer perceived value. Economic Research-Ekonomska Istrazivanja , 32(1), 66–84.
Stanisavljević, M. (2017). Does customer loyalty depend on corporate social responsibility ? Naše Gospodarstvo/Our Economy, 63(1), 38–46.
Vietnam Airlines. (2020). Vietnam Airlines Annual report. Vietnam Airlines.
Vo, T. T., Xiao, X., & Ho, S. Y. (2019). How does corporate social responsibility engagement influence word of mouth on Twitter? Evidence from the Airline Industry. Journal of Business Ethics, 157(2), 525–542.
Arli, D. I., & Lasmono, H. K. (2010). Consumers’ perception of corporate social responsibility in a developing country. International Journal of Consumer Studies, 34(1), 46–51.
Asatryan, R. (2012). The effect of CSR initiatives on customer loyalty in the airline industry. Mathematics and Computers in Contemporary Sciences, 66–71.
Carroll, A. B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizon, 34(4), 39–48.
Chen, F., Chang, Y., & Lin, Y. (2012). Journal of air transport management customer perceptions of airline social responsibility and its effect on loyalty. Journal of Air Transport Management, 20, 49–51.
Cho, S.-J., Song, H.-J., Lee, C.-K., & Lee, S.-K. (2017). The impact of CSR on airline passengers’ corporate image, customer trust, and behavioral intentions: an empirial analysis of safety activity. Korean Journal of Hospitality & Tourism, 26(4), 87–106.
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 and Management, 3(5), 542–547.
Dahlsrud, A. (2008). How corporate social responsibility is defined: An analysis of 37 definitions. Corporate Social Responsibility and Environmental Management, 15(1), 1–13.
Diallo, M. F., & Lambey-Checchin, C. (2016). Relationships between CSR and customer loyalty: What lessons for retailers? Proceedings of 11th RIODD Conference, Energie, Environnement et Mutations Sociales, 2(Immd), 1–20.
Dimitriadis, E., & Zilakaki, E. (2019). The effect of corporate social responsibility on customer loyalty in mobile telephone companies. International Journal of Economics and Business Administration, 7(4), 433–450.
Fullerton, G. (2005). The impact of brand commitment on loyalty to retail service brands. Canadian Journal of Administrative Sciences, 22(2), 97–110.
Galbreath, J. (2010). How does corporate social responsibility benefit firms? Evidence from Australia. European Business Review, 22(4), 411–431.
Griffin, J. (2002). Customer loyalty: how to earn it, how to keep it. Jossey-Bass.
Gürlek, M., Düzgün, E., & Uygur, S. M. (2017). How does corporate social responsibility create customer loyalty? the role of corporate image. Social Responsibility Journal, 13(3), 409–427.
Hagmann, C., Semeijn, J., & Vellenga, D. B. (2015). Exploring the green image of airlines: Passenger perceptions and airline choice. Journal of Air Transport Management, 43, 37–45.
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 and Tourism Marketing, 36(3), 371–383.
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. The International Journal of Social Sciences and Humanities Invention, 5(5), 4693–4703.
IATA. (2016). IATA Forecasts Passenger Demand to Double Over 20 Years.
Khairat, G., & Maher, A. (2016). The influence of airlines’ corporate social responsibility on customer loyalty. Journal of Association of Arab Universities for Tourism and Hospitality, 13(2), 71–92.
Kim, Y., Lee, S. S., & Roh, T. (2020). Taking Another Look at Airline CSR : How Required CSR and Desired CSR A ff ect Customer Loyalty in the Airline Industry.
Kumar, V., Shah, D., & Venkatesan, R. (2006). Managing retailer profitability — one customer at a time ! Journal of Retailing, 82(4), 277–294.
Kuusik, A. (2007). Affecting customer loyalty: Do different factors have various influences in different loyalty levels? University of Tartu, Faculty of Economics & Business Administration Working Paper Series, 58, 3–29.
Latif, K. F., Pérez, A., & Sahibzada, U. F. (2020). Corporate social responsibility (CSR) and customer loyalty in the hotel industry: A cross-country study. International Journal of Hospitality Management, 89(May), 102565.
Lee, C. Y. (2019). Does corporate social responsibility influence customer loyalty in the Taiwan insurance sector? The role of corporate image and customer Satisfaction. Journal of Promotion Management, 25(1), 43–64.
Lee, S. S., Kim, Y., & Roh, T. (2019). Modified pyramid of CSR for corporate image and customer loyalty: Focusing on the moderating role of the CSR experience. Sustainability (Switzerland), 11(17).
Lynes, J. K., & Andrachuk, M. (2008). Motivations for corporate social and environmental responsibility: A case study of Scandinavian Airlines. Journal of International Management, 14(4), 377–390.
Maignan, I. (2001). Consumers’ perceptions of corporate social responsibilities: A cross-cultural comparison. Journal of Business Ethics, 30(2), 57–72.
Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122–133.
Martin, J. D., Petty, J. W., & Wallace, J. S. (2009). Value Based Management with Corporate Social Responsibility (Second). Oxford University Press.
Martínez, P., Pérez, A., & del Bosque, I. R. (2014). CSR influence on hotel brand image and loyalty. Academia Revista Latinoamericana de Administracion, 27(2), 267–283.
Martínez, P., Pérez, A., & Rodríguez del Bosque, I. (2013). Measuring Corporate Social Responsibility in tourism: Development and validation of an efficient measurement scale in the hospitality industry. Journal of Travel and Tourism Marketing, 30(4), 365–385.
Moisescu, O. I. (2017). From CSR to customer loyalty: An empirical investigation in the retail banking industry of a developing country. Scientific Annals of Economics and Business, 64(3), 307–323.
Nguyen, N., & LeBlanc, G. (2001). Corporate image and corporate reputation in customers’ retention decisions in services. Journal of Retailing and Consumer Services, 8, 227–236.
Öberseder, M., Schlegelmilch, B. B., & Murphy, P. E. (2013). CSR practices and consumer perceptions. Journal of Business Research, 66(10), 1839–1851.
Oliver, R. L. (1999). Whence Consumer Loyalty? Journal of Marketing, 63, 33–44.
Park, E. (2019). Corporate social responsibility as a determinant of corporate reputation in the airline industry. Journal of Retailing and Consumer Services, 47(November 2018), 215–221.
Park, E., Lee, S., Kwon, S. J., & del Pobil, A. P. (2015). Determinants of behavioral intention to use South Korean Airline Services: Effects of service quality and corporate social responsibility. Sustainability (Switzerland), 7(9), 12106–12121.
Rashid, N. R. N. A., Khalid, S. A., & Rahman, N. I. A. (2015). Environmental corporate social responsibility (ECSR): Exploring its influence on customer Lloyalty. Procedia Economics and Finance, 31(15), 705–713.
Reichheld, F. F. (2003). The One Number You Need to Grow. Harvard Business Review, December, 46–54.
Salmones, M. D. M. G. de los, Crespo, A. H., & Del Bosque, I. R. (2005). Influence of corporate social responsibility on loyalty and valuation of services. Journal of Business Ethics, 61(4), 369–385.
Servera-Francés, D., & Piqueras-Tomás, L. (2019). The effects of corporate social responsibility on consumer loyalty through consumer perceived value. Economic Research-Ekonomska Istrazivanja , 32(1), 66–84.
Stanisavljević, M. (2017). Does customer loyalty depend on corporate social responsibility ? Naše Gospodarstvo/Our Economy, 63(1), 38–46.
Vietnam Airlines. (2020). Vietnam Airlines Annual report. Vietnam Airlines.
Vo, T. T., Xiao, X., & Ho, S. Y. (2019). How does corporate social responsibility engagement influence word of mouth on Twitter? Evidence from the Airline Industry. Journal of Business Ethics, 157(2), 525–542.