How to cite this paper
Ho, T. (2023). Impacts of social responsibility on customers’ switching behavior in using products and services: The case of small and medium enterprises in Vietnam.International Journal of Data and Network Science, 7(3), 1369-1380.
Refrences
Aurand, T.W., Gorchels. L., & Bishop, T.R. (2005). Human resource management's role in internal branding: an oppor-tunity for cross‐functional brand message synergy. Journal of Product & Brand Management, 14(3),163-169.
Backhaus, K., Stone, B., & Heiner, K. (2002). Exploring the Relationship between Corporate Social Performance and Em-ployer Attractiveness. Business & Society, 41(3), 292-318
Barnett, M.L. (2007). Stakeholder Influence Capacity and the Variability of Financial Returns to Corporate Social Respon-sibility. The Academy of Management Review, 32(3), 794-816.
Barney, J.B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
Becker-Olsen, K.L., Cudmore, B.A., & Hill, R.P. (2006). The impact of perceived corporate social responsibility on con-sumer behavior. Journal of business research, 59(1), 46-53.
Beckett, A., Hewer, P., & Howcroft, B. (2000). An exposition of consumer behaviour in the financial services industry. The International Journal of Bank Marketing, 18(1), 15-26.
Bennett, R., & Ali-Choudhury, R. (2008). Prospective students’ perceptions of university brands: An empirical study, in press. Journal of Marketing for Higher Education, 19(1), 85-107.
Boote, J. (1998). Towards a comprehensive taxonomy and model of consumer complaining behavior. Journal of Consume Satisfaction, Dissatisfaction and Complaining Behaviour, 11, 141-149.
Burnham, T.A., Frels, J.K., & Mahajan, V. (2003). Consumer switching costs: a typology, antecedents, and consequences. Journal of the Academy of the Academy of Marketing Science, 31(2), 109-126.
Carroll, A.B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business horizons, 34(4), 39-48.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. Euro-pean Journal of Marketing, 36(7/8), 811-828.
Cengiz, E., Ayyildiz, H., & Bunyamin, E. (2007). Effects of image and adverting efficiency on customer loyalty and ante-cedents of loyalty: Turkish banks sample. Banks and Bank Systems, 2(1), 56-80.
Chakravarty, S., Feinberg, R., & Rhee, E. (2004). Relationships and Individuals’ bank switching behavior. Journal of Eco-nomic Psychology, 25, 501-27.
Clarkson, M. (1995). A Stakeholder Framework for Analysing and Evaluating Corporate Social Performance. Academy of Management Review, 20(1), 92-118.
Creyer, E.H., & Ross, W.I. (1997). Tradeoffs Between Price and Quality: How a Value Index Affects. The journal of con-sumer affairs, 31(3), 280-302.
Curran, J. (2005). Rethinking the media as a public sphere, Communication and Citizenship, Routledge.
Dawkins, J., & Lewis, S. (2003). CSR in Stakeholde Expectations: And Their Implication for Company Strategy. Journal of Business Ethics, 44, 185–193.
De Matos, C.A., Henrique, J.L. & De Rosa, F. (2009). The different roles of switching costs on the satisfaction-loyalty re-lationship. International Journal of Bank Marketing, 27(7), 506-520.
Deephouse, D.L. (2000). Media reputation as a strategic resource: an integration of mass communication and resource-based theories. Journal of Management, 26(6), 1091-1112.
Dick, A.S. & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dowling, G., & Staelin, R. (1994). A model of perceived risk and intended risk- handling activity. Journal of Consumer Research, 21(1), 119-134.
Duncan, E., & Elliot, G. (2002). Customer service quality and financial performance among Australian retail financial in-stitution. Journal of Financial Services Marketing, 7(1), 25-41.
Evanschitzky, H., Iyer, G.R., Plassmann, H., Niessing, J., & Meffert, H. (2006). The relative strength of affective com-mitment in securing loyalty in service relationships. Journal of Business Research, 59(12), 1207-1213.
Freeman, E. (1999). Divergent stakeholder theory. Academy of Management Review, 24(2), 233– 236.
Garland, R. (2002). Estimating customer defection in personal retail banking. The International Journal of Bank Market-ing, 20(7), 317-325.
Gerrard, P., & Cunningham, J.B. (2004). Consumer switching behaviour in the Asia banking market. The Journal of Ser-vice Marketing, 18(2/3), 215-223.
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998), Multivariate Data Analysis, (5th Edition), Upper Saddle River, NJ: Prentice Hall.
Hopkins, M. (2003). The Planetary Bargain: Corporate Social Responsibility MattersEarthscan Publications Ltd.: Lon-don
Jenkins, H. (2006). Convergence Culture: Where Old and New Media Collide. Social Science Computer Review, 26(2), 252-254.
Knowles, L., & Hill, R. (2001). Environmental initiatives in South African wineries: a comparison between small and large wineries. Eco-Management and Auditing, 8(4), 210-228.
Lees, G. (2007), Government informatization: a case study, Business Innovation Via Collaboration, 198-201.
Lees, G., Garland, R., & Wright, M. (2007). Switching banks: Old bank gone but not forgotten. Journal of Financial Ser-vices Marketing, 12(2), 146-157.
Luo, X., & Bhattacharya, C.B. (2006). Corporate Social Responsibility, Customer Satisfaction, and Market Value. Journal of Marketing, 70(4), 1-18.
Maignan, I., & Ferrell, O. (2004). Corporate Social Responsibility and Marketing: An Integrative Framework. Journal of the Academy of Marketing Science, 32(1), 3-19.
Matten, D., & Moon, J. (2005). Pan-European approach. In Corporate social responsibility across Europe (pp. 335-356), Springer, Berlin, Heidelberg.
McWilliams, A., & Siegel, D. (2001). Corporate Social Responsibility: a Theory of the Firm Perspective. Academy of Management Review, 26(1), 117-127.
Mittal, B., & Lasser, W.M. (1998). Why do customers switch? The dynamics of satisfaction versus Loyalty. The Journal of Services Marketing, 12(3), 177-194.
Murray, K.B. (1991). A test of services marketing theory; consumer information acquisition activities. Journal of Market-ing, 55, 10-25.
Nguyen, N., & LeBlanc, G. (1998). The mediating role of corporate image on customers' retention decisions: an investiga-tion in financial services. International Journal of Bank Marketing, 16(2), 52-65.
Nguyen, T.T.C., Tran, Q.B., Ho, D.A., Duong, D.A., & Nguyen, T,B.T. (2021). The effect of supply chain linkages on the business performance: evidence from Vietnam. Uncertain Supply Chain Management, 9(3), 529–538.
Oh, H.C. (1995). An empirical study of the relationship between restaurant image and customer loyalty, Virginia Poly-technic Institute and State University ProQuest Dissertations Publishing.
Peterson, D.K. (2004). The relationship between perceptions of corporate citizenship and organizational commitment. Business & Society, 43(3), 296-319.
Pfau, M., Haigh, M.M., Sims, J., & Wigley, S. (2008). The Influence of Corporate Social Responsibility Campaigns on Public Opinion. Corporate Reputation Review, 11, 145-154.
Piero, A., Cicero, L., Bonaiuto, M., Knippenberg, D.V., & Kruglanski, A.W. (2005). Leader group prototypicality and leadership effectiveness: The moderating role of need for cognitive closure. The Leadership Quarterly, 16, 503-516.
Punjaisri, K., Evanschitzky, H., & Wilson, A. (2009). Internal branding: an enabler of employees' brand‐supporting behav-iours. Journal of Service Management, 20(2), 209-226.
Roos, I. (1999). Switching processes in customer relationships. Journal of Service Research, 2(1), 376-393.
Rowley, T., & Berman, S. (2000). A Brand New Brand of Corporate Social Performance. Business & Society, 39(4), 397-418.
Ruf, B.M., Muralidhar, K., & Paul, K. (1998). The development of a systematic, aggregate measure of corporate social performance. Journal of Management, 24(1), 119-133.
Rujrutana, M., & Yaowalak, P. (2011). A model of customer loyalty and corporate social responsibility. Journal of Ser-vices Marketing, 25(2), 122-133.
Schiebel, W., & Pochtrager, S. (2003). Corporate ethics as a factor for success – the measurement instrument of the Uni-versity of Agricultural Sciences (BOKU), Vienna. Supply Chain Management, 8(2), 116-121.
Schuler. D.A., & Cording, M. (2006). A Corporate Social Performance–Corporate Financial Performance Behavioral Model for Consumers. Academy of Management, 31(3), 540-558.
Segars, A.H., & Grover, V. (1993). Re-Examining Perceived Ease of Use and Usefulness: A Confirmatory Factor Analysis. MIS Quarterly, 17, 517-525.
Sen, S., & Bhattacharya, C.B. (2001). Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility. Journal of Marketing Research, 38(2), 225-243.
Spence, L.J., & Rutherfoord, R. (2001). Social responsibility, profit maximisation and the small firm owner‐manager. Journal of Small Business and Enterprise Development, 8(2), 126-139.
Stewart, K. (1998). An exploration of customer exit in retail banking. International Journal of Bank Marketing, 16(1), 6-14.
Taylor, S., Sharland, A., Cronin, J., & Bullard, W. (1993). Recreational Service Quality in the International Setting. Inter-national Journal of Service Industry Management, 4, 68-86.
Tran, Q.B., Nguyen, T.T.C., Nguyen, T.M.P., Tran, D.L., Nguyen, A.T., & Dang, Q.T. (2019). The Effects of Risks in Agri-cultural Supply Chain Management on Business Performance: A Case Study in Vietnam. AgBioForum, 21(3), pp. 23–34.
Yoo, B, Donthu, N., & Lee, S.(2000). An Examination of Selected Marketing Mix Elements and Brand Equity. Journal of the Academy of Marketing Science, 28(2), 195-211.
Zairi, M., & Peters, J. (2002). The impact of social responsibility on business performance. Managerial Auditing Journal, 17(4), 174-178.
Zhang, Y. (2009), Government informatization: a case study. 26(2), Special Issue: Systems Science and Enterprise Integra-tion, Technological Economics and the Theory of Material Flow.
Backhaus, K., Stone, B., & Heiner, K. (2002). Exploring the Relationship between Corporate Social Performance and Em-ployer Attractiveness. Business & Society, 41(3), 292-318
Barnett, M.L. (2007). Stakeholder Influence Capacity and the Variability of Financial Returns to Corporate Social Respon-sibility. The Academy of Management Review, 32(3), 794-816.
Barney, J.B. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17(1), 99-120.
Becker-Olsen, K.L., Cudmore, B.A., & Hill, R.P. (2006). The impact of perceived corporate social responsibility on con-sumer behavior. Journal of business research, 59(1), 46-53.
Beckett, A., Hewer, P., & Howcroft, B. (2000). An exposition of consumer behaviour in the financial services industry. The International Journal of Bank Marketing, 18(1), 15-26.
Bennett, R., & Ali-Choudhury, R. (2008). Prospective students’ perceptions of university brands: An empirical study, in press. Journal of Marketing for Higher Education, 19(1), 85-107.
Boote, J. (1998). Towards a comprehensive taxonomy and model of consumer complaining behavior. Journal of Consume Satisfaction, Dissatisfaction and Complaining Behaviour, 11, 141-149.
Burnham, T.A., Frels, J.K., & Mahajan, V. (2003). Consumer switching costs: a typology, antecedents, and consequences. Journal of the Academy of the Academy of Marketing Science, 31(2), 109-126.
Carroll, A.B. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business horizons, 34(4), 39-48.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. Euro-pean Journal of Marketing, 36(7/8), 811-828.
Cengiz, E., Ayyildiz, H., & Bunyamin, E. (2007). Effects of image and adverting efficiency on customer loyalty and ante-cedents of loyalty: Turkish banks sample. Banks and Bank Systems, 2(1), 56-80.
Chakravarty, S., Feinberg, R., & Rhee, E. (2004). Relationships and Individuals’ bank switching behavior. Journal of Eco-nomic Psychology, 25, 501-27.
Clarkson, M. (1995). A Stakeholder Framework for Analysing and Evaluating Corporate Social Performance. Academy of Management Review, 20(1), 92-118.
Creyer, E.H., & Ross, W.I. (1997). Tradeoffs Between Price and Quality: How a Value Index Affects. The journal of con-sumer affairs, 31(3), 280-302.
Curran, J. (2005). Rethinking the media as a public sphere, Communication and Citizenship, Routledge.
Dawkins, J., & Lewis, S. (2003). CSR in Stakeholde Expectations: And Their Implication for Company Strategy. Journal of Business Ethics, 44, 185–193.
De Matos, C.A., Henrique, J.L. & De Rosa, F. (2009). The different roles of switching costs on the satisfaction-loyalty re-lationship. International Journal of Bank Marketing, 27(7), 506-520.
Deephouse, D.L. (2000). Media reputation as a strategic resource: an integration of mass communication and resource-based theories. Journal of Management, 26(6), 1091-1112.
Dick, A.S. & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Dowling, G., & Staelin, R. (1994). A model of perceived risk and intended risk- handling activity. Journal of Consumer Research, 21(1), 119-134.
Duncan, E., & Elliot, G. (2002). Customer service quality and financial performance among Australian retail financial in-stitution. Journal of Financial Services Marketing, 7(1), 25-41.
Evanschitzky, H., Iyer, G.R., Plassmann, H., Niessing, J., & Meffert, H. (2006). The relative strength of affective com-mitment in securing loyalty in service relationships. Journal of Business Research, 59(12), 1207-1213.
Freeman, E. (1999). Divergent stakeholder theory. Academy of Management Review, 24(2), 233– 236.
Garland, R. (2002). Estimating customer defection in personal retail banking. The International Journal of Bank Market-ing, 20(7), 317-325.
Gerrard, P., & Cunningham, J.B. (2004). Consumer switching behaviour in the Asia banking market. The Journal of Ser-vice Marketing, 18(2/3), 215-223.
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998), Multivariate Data Analysis, (5th Edition), Upper Saddle River, NJ: Prentice Hall.
Hopkins, M. (2003). The Planetary Bargain: Corporate Social Responsibility MattersEarthscan Publications Ltd.: Lon-don
Jenkins, H. (2006). Convergence Culture: Where Old and New Media Collide. Social Science Computer Review, 26(2), 252-254.
Knowles, L., & Hill, R. (2001). Environmental initiatives in South African wineries: a comparison between small and large wineries. Eco-Management and Auditing, 8(4), 210-228.
Lees, G. (2007), Government informatization: a case study, Business Innovation Via Collaboration, 198-201.
Lees, G., Garland, R., & Wright, M. (2007). Switching banks: Old bank gone but not forgotten. Journal of Financial Ser-vices Marketing, 12(2), 146-157.
Luo, X., & Bhattacharya, C.B. (2006). Corporate Social Responsibility, Customer Satisfaction, and Market Value. Journal of Marketing, 70(4), 1-18.
Maignan, I., & Ferrell, O. (2004). Corporate Social Responsibility and Marketing: An Integrative Framework. Journal of the Academy of Marketing Science, 32(1), 3-19.
Matten, D., & Moon, J. (2005). Pan-European approach. In Corporate social responsibility across Europe (pp. 335-356), Springer, Berlin, Heidelberg.
McWilliams, A., & Siegel, D. (2001). Corporate Social Responsibility: a Theory of the Firm Perspective. Academy of Management Review, 26(1), 117-127.
Mittal, B., & Lasser, W.M. (1998). Why do customers switch? The dynamics of satisfaction versus Loyalty. The Journal of Services Marketing, 12(3), 177-194.
Murray, K.B. (1991). A test of services marketing theory; consumer information acquisition activities. Journal of Market-ing, 55, 10-25.
Nguyen, N., & LeBlanc, G. (1998). The mediating role of corporate image on customers' retention decisions: an investiga-tion in financial services. International Journal of Bank Marketing, 16(2), 52-65.
Nguyen, T.T.C., Tran, Q.B., Ho, D.A., Duong, D.A., & Nguyen, T,B.T. (2021). The effect of supply chain linkages on the business performance: evidence from Vietnam. Uncertain Supply Chain Management, 9(3), 529–538.
Oh, H.C. (1995). An empirical study of the relationship between restaurant image and customer loyalty, Virginia Poly-technic Institute and State University ProQuest Dissertations Publishing.
Peterson, D.K. (2004). The relationship between perceptions of corporate citizenship and organizational commitment. Business & Society, 43(3), 296-319.
Pfau, M., Haigh, M.M., Sims, J., & Wigley, S. (2008). The Influence of Corporate Social Responsibility Campaigns on Public Opinion. Corporate Reputation Review, 11, 145-154.
Piero, A., Cicero, L., Bonaiuto, M., Knippenberg, D.V., & Kruglanski, A.W. (2005). Leader group prototypicality and leadership effectiveness: The moderating role of need for cognitive closure. The Leadership Quarterly, 16, 503-516.
Punjaisri, K., Evanschitzky, H., & Wilson, A. (2009). Internal branding: an enabler of employees' brand‐supporting behav-iours. Journal of Service Management, 20(2), 209-226.
Roos, I. (1999). Switching processes in customer relationships. Journal of Service Research, 2(1), 376-393.
Rowley, T., & Berman, S. (2000). A Brand New Brand of Corporate Social Performance. Business & Society, 39(4), 397-418.
Ruf, B.M., Muralidhar, K., & Paul, K. (1998). The development of a systematic, aggregate measure of corporate social performance. Journal of Management, 24(1), 119-133.
Rujrutana, M., & Yaowalak, P. (2011). A model of customer loyalty and corporate social responsibility. Journal of Ser-vices Marketing, 25(2), 122-133.
Schiebel, W., & Pochtrager, S. (2003). Corporate ethics as a factor for success – the measurement instrument of the Uni-versity of Agricultural Sciences (BOKU), Vienna. Supply Chain Management, 8(2), 116-121.
Schuler. D.A., & Cording, M. (2006). A Corporate Social Performance–Corporate Financial Performance Behavioral Model for Consumers. Academy of Management, 31(3), 540-558.
Segars, A.H., & Grover, V. (1993). Re-Examining Perceived Ease of Use and Usefulness: A Confirmatory Factor Analysis. MIS Quarterly, 17, 517-525.
Sen, S., & Bhattacharya, C.B. (2001). Does Doing Good Always Lead to Doing Better? Consumer Reactions to Corporate Social Responsibility. Journal of Marketing Research, 38(2), 225-243.
Spence, L.J., & Rutherfoord, R. (2001). Social responsibility, profit maximisation and the small firm owner‐manager. Journal of Small Business and Enterprise Development, 8(2), 126-139.
Stewart, K. (1998). An exploration of customer exit in retail banking. International Journal of Bank Marketing, 16(1), 6-14.
Taylor, S., Sharland, A., Cronin, J., & Bullard, W. (1993). Recreational Service Quality in the International Setting. Inter-national Journal of Service Industry Management, 4, 68-86.
Tran, Q.B., Nguyen, T.T.C., Nguyen, T.M.P., Tran, D.L., Nguyen, A.T., & Dang, Q.T. (2019). The Effects of Risks in Agri-cultural Supply Chain Management on Business Performance: A Case Study in Vietnam. AgBioForum, 21(3), pp. 23–34.
Yoo, B, Donthu, N., & Lee, S.(2000). An Examination of Selected Marketing Mix Elements and Brand Equity. Journal of the Academy of Marketing Science, 28(2), 195-211.
Zairi, M., & Peters, J. (2002). The impact of social responsibility on business performance. Managerial Auditing Journal, 17(4), 174-178.
Zhang, Y. (2009), Government informatization: a case study. 26(2), Special Issue: Systems Science and Enterprise Integra-tion, Technological Economics and the Theory of Material Flow.