Influencia de las prácticas de responsabilidad social corporativa en la actitud del consumidor: análisis comparado de Mercadona, Carrefour y Eroski

Pere Mercadé-Melé; Sebastián Molinillo-Jiménez; Antonio Fernández-Moralesa

doi:10.24310/ejfbejfb.v4i1.5040

Authors

Pere Mercadé-Melé Departamento de Economía Aplicada, Universidad de Málaga (Málaga) Spain
Sebastián Molinillo-Jiménez Departamento de Economía y Administración de Empresas, Universidad de Málaga (Málaga) Spain
Antonio Fernández-Moralesa Departamento de Economía Aplicada, Universidad de Málaga (Málaga)

DOI:

https://doi.org/10.24310/ejfbejfb.v4i1.5040

Keywords:

Corporate Social Responsibility Sustainable Development Model Consumer Attitude Family Business Retail

Abstract

La implantación de prácticas de Responsabilidad Social Corporativa (RSC) en las empresas es un tema relevante en los últimos años. Entre las cuestiones analizadas destaca la importancia de correlacionar la RSC con el comportamiento de los clientes por la influencia que puede tener en los beneficios de las empresas. Si bien diferentes investigaciones han estudiado esta relación previamente, son pocos los trabajos que han tratado la influencia de la RSC percibida en la actitud del consumidor en el sector de la distribución comercial minorista de España y menos aún en un contexto de crisis económica.
En esta investigación se analiza la relación entre la RSC percibida y la actitud del consumidor de los tres grupos empresariales del sector minorista con mayor facturación en España: la empresa familiar Mercadona y las enseñas Carrefour y Eroski.
Los resultados corroboran que las acciones de RSC influyen de manera directa y positiva en la actitud del consumidor, por lo que la investigación contribuye a consolidar el conocimiento de la relación entre estas dos variables y orienta a los gestores hacia la implantación de políticas de RSC para mejorar sus resultados.

Downloads

Download data is not yet available.

Metrics

Metrics Loading ...

References

Adams, R.J. (2002). Retail profitability and sweatshops: a global dilemma. Journal of Retailing and Consumer Services, 9, 147–153.

Ailawadi, K. L., Luan, Y. J., Neslin, S. A. & Taylor, G. A. (2011). The Impact of Retailers’ Corporate Social Responsibility on Price Fairness Perceptions and Loyalty. Working Paper, Tuck School of Business, Dartmouth College. Disponible en: http://idei.fr/doc/conf/inra/2011/ailawadi%20kusum.pdf (acceso 1 agosto 2013).

Alonso, J; Grande, I. (2010). Comportamiento del Consumidor. Madrid: Ediciones ESIC.

Anderson, W., Fornell, C. & Mazvancheryl, S.K. (2004). Customer Satisfaction and Shareholder Value. Journal of Marketing, 68, 172-285.

Anselmsson, J. & Johansson, U. (2007). Corporate social responsibility and the positioning of grocery brands. An exploratory study of retailer and manufacturer brand at point of purchase. International Journal of Retail & Distribution Management, 35(10), 835-856.

Arnett, D., German, S & Hunt, S. (2003). The Identity Salience Model of Relationship Marketing Success: The Case of Nonprofit Marketing. Journal of Marketing, 67, 89-105.

Arnold, S.J., Handelman, J.M. & Tigert, D.J. (1996). Organizational legitimacy and retail store patronage. Journal of Business Research, 35, 229-239.

Auger, P. & Devinney, T.M. (2007). Do what consumers say matter? The misalignment of preferences with unconstrained ethical intentions. Journal of Business Ethics, 76(4), 361-83.

Bagozzi, R.P . (1997). Goal-directed Behaviors in Marketing: The Role of Emotion, Volition, and Motivation. Psychology & Marketing, 4(3), 309-313.

Bagozzi, R.P. & Dholakia, U. (1999). Goal setting and goal striving in consumer behavior. Journal of Marketing, 63, 19-32.

Bagozzi, R.P., Tybout, A.M., Craig, C.S. & Sterntha, B. (1979). The Construct Validity of the Tripartite Classification of Attitudes. Journal of Marketing Research, 16(1), 88-95.

Baker, C.R., Cohanier, B. & Pederzoli, D. (2012). Corporate Social And Environmental Reporting In The Large Retail Distribution Sector. Procedia Economics and Finance, 2, 209-218.

Balmer, J.M.T. (2011). Corporate marketing myopia and the inexorable rise of a corporate marketing logic: perspectives from identity-based views of the firm. European Journal of Marketing, 45(9/10), 1329-1352.

Balmer, J.M.T., Fukukawa, K. & Gray, E.R. (2007). The nature and management of ethical corporate identity: a commentary on corporate identity, corporate social responsibility and ethics. Journal of Business Ethics, 76(1), 7-15.

Balmer, J.M.T., Stuart, H. & Greyser, S.A. (2009). Aligning identity and strategy: corporate branding at British Airways in the late twentieth century. California Management Review, 51(3), 6-23.

Barin, L. & Michael, D. (2010). How do Leading Retail MNCs Leverage CSR Globally? Insights from Brazil. Journal of Business Ethics, Springer, 243-263.

Barone, M.J., Miyazaki, A.D. & Taylor, K.A. (2000). The Influence of Cause-Related Marketing on Consumer Choice: Does One Good Turn Deserve Another? Journal of the Academy of Marketing Science, 28, 248-263.

Becker-Olsen, K.L., Cudmore, B.A. & Hill, R.P. (2006). The impact of perceived corporate social responsibility on consumer behaviour. Journal of Business Research, 59(1), 46-53.

Berens, G., Van Riel, C.B.M. & Van Bruggen, G.H. (2005). Corporate Associations and Consumer Product Responses: The Moderating Role of Corporate Brand Dominance. Journal of Marketing, 69, 35-48.

Bergami, M. & Bagozzi, R.(2000). Self- categorization, affective commitment and group self- esteem as distinct aspects of social identity in the organization. British Journal of Social Psychology, 39(1), 555-577.

Berry, l.l. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28, 128- 137.

Bhattacharya, C.B., Korschun, D. & Sen, S. (2008). Strengthening stakeholder-company relationships through mutually beneficial corporate social responsibility initiatives. Journal of Business Ethics, 85(2), 257-272.

Bhattacharya, C.B. & Sen, S. (2003). Consumer- Company Identification: A Framework for Understanding Consumers’ Relationship With Companies. Journal of Marketing, 67(4), 76-88.

Bigné, E., Alvarado, A., Aldás, J. & Currás, R. (2011). Efectos de la responsabilidad social corporativa percibida por el consumidor sobre el valor y la satisfacción con el servicio. Revista Europea de Dirección y Economía de la Empresa, 20(4), 139-160.

Bigné, E., Andreu, L., Chumpitaz, R. & Swaen, V. (2006). La influencia de la responsabilidad de la responsabilidad social corporativa en el comportamiento de compra de estudiantes universitarios. ESIC Market, 6, 163-189.

Bigné, E., Chumpitaz, R., Andreu, L. & Swaen, V. (2005). Percepción de la Responsabilidad Social Corporativa: Un análisis corss-cultural. Universia Business Review, 5, 14-27.

Bigné, E. & Currás, R. (2008). ¿Influye la imagen de responsabilidad social en la intención de compra? El papel de la identificación del consumidor con la empresa. Universia Business Review, 19, 10-23.

Bigné, E., Currás, R. & Aldás,J. (2012). Dual nature of cause-brand fit: Influence on corporate social responsibility consumer perception. European Journal of Marketing, 46(3/4), 575-594.

Boal, K.B. & Peery, N. (1986). The cognitive structure of corporate social responsibility. Journal of Management, 11(3), 71-83.

Brammer, S. & Millington, A. (2005). Firm, size, Organizational Visibility and Corporate Philanthropy: An Empiical Analysis. Business Ethics: A European Review, 15(1), 6-8.

Brown, T. (1998). Corporate Associations in Marketing: Antecedents and Consequences. Corporate Reputation Review, 1(3), 215-233.

Brown, T.J. & Dacin, P.A. (1997). The company and the product: Corporate Associations and Consumer Product Respones. Journal of Marketing, 61(1), 68-84.

Campbell, J. L. (2007). Why would corporations behave in socially responsible ways? Institutional theory of corporate social responsibility. Academy of Management Review, 32(3), 946-967.

Carrero, I. & Valor, C. (2012). CSR-labelled products in retailer’s assortment. A comparative study of British and Spanish retailers. International Journal of Retail & Distribution Management, 40(8), 629-652.

Carrigan, M. & Attalla, A. (2001),. The myth of the ethical consumer – do ethics matter in purchase behaviour? Journal of Consumer Marketing, 18(7), 560- 78.

Carroll, A.B. (1999). Corporate social responsibility: evolution of a definitional construct. Business & Society, 38(3), 268-295.

Chin, W.W. & Tood, P.A. (1995). On the Use, Usefulness, and Ease of Use of Structural Equation Modeling in MIS Research: A Note of Caution. MIS Quarterly, 19(2), 237-246.

CONE (2002). Cone corporate citizenship study. The role of cause branding. Executive Summary, CONE, Boston, Massachussets. http://www.coneinc.com

Connor, J. O. (2001). Global price fixing: Our customers are the enemy (studies in industrial organization). Berlin: Springer.

Creyer, E.H. & Ross, W.T.J. (1997). The influence of firm behavior on parchase intention: do consumers really care about business ethics? The Journal of Consumer Marketing, 14(6), 421-432.

Cronin, J.J., Brady, M.K. & Hult, G. (2000). Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments. Journal of Retailing, 76(2), 193- 218.

Deloitte. (2013). Global Powers of Retailing 2013 Retail Beyond. Disponible en: http://www.deloitte.com/assets/Dcom- Australia/Local%20Assets/Documents/Industries/Consum er%20business/Deloitte_Global_Powers_of_Retail_2013. pdf (Acceso 3 marzo 2014)

Drumwright, M.(1994). Socially Responsible Organizational Buying: Environmental Buying as a Noneconomic Buying Criterion, Journal of Marketing, 58(3), 1-19.

Du, S., Bhattacharya, C.B. & Sen, S. (2007). Reaping Relational Rewards from Corporate Social Responsibility: The Role of Competitive Positioning. International Journal of Research in Marketing, 24(3), 224-241.

Dyer, W. G. (1988). Culture and Continuity in Family Firms. Family Business Review, 1(1), 37–50.

Elkington, J. (1997). Cannibals with Forks: The Triple Bottom Line of 21st Century Business. Capstone, Oxford.

Elkington, J. (1998). Accounting for the triple Bottom Line. Measuring Business Excellence, 2(3), 18-22.

Fan, Y. (2005). Ethical branding and corporate reputation. Corporate Communications An International Journal, 10(4), 341-350.

Fassin, Y., van Rossem, A. & Buelens, M. (2011). Small-Business Owner-Managers’ Perceptions of Business Ethics and CSR-Related Concepts. Journal of Business Ethics, 98(3), 425-453.

Fernández, D. & Merino, A. (2005). ¿Existe disponibilidad a pagar por responsabilidad social corporativa? Percepción de los consumidores. Universia Business Review, III trimestre, 38-53.

Fernández, P. (2013). La evolución de los mayores negocios familiares en España (1964-2010). Nuevas fuentes, nuevos métodos, nuevos resultados. Asociación

Española de Historia Económica, Documento de Trabajo no 1307, 1-39. Disponible en: http://www.aehe.net/2013/06/dt-aehe-1307.pdf (Acceso 3 marzo 2014).

Fornell, C. & Larker, D.F. (1981). Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50.

Fullerton, G. (2003). When Does Commitment Lead to Loyalty? Journal of Service Research, 5(4), 333-344.

García de los Salmones, M.M., Herrero, A. & Rodríguez del Bosque, I. (2005). Influence Influence of Corporate Social Responsibility on Loyalti and Valuation of Services. Journal of Business Ethics, 61, 369-385.

Garriga, E. & Melé, D. (2004). Corporate Social Responsibility Theories: Mapping the Territory. Journal of Business Ethcis, 53(1/2), 51-71.

Göbbels, M. (2002). Reframing Corporate Social Responsibility: The Contemporary Conception of a Fuzzy Notion. Journal of Business Ethics, 44, 95-105.

Gourville, J.T. & Rangan, V.K. (2004). Valuing the Cause Marketing Relationship. California Management Review, 47(1), 38-58.

Green, T. & Peloza, J. (2011). How Does Corporate Social Responsibility Create V alue for Consumers? Journal of Consumer Research, 28(1), 48-56.

Grönroos, C. (1994). From Marketing Mix to Relationship Marketing. Towards a Paradigm Shift in Marketing. Management Decision, 32 (2), 4-32.

Grunert, K.G. (2005). Food quality and safety: consumer perception and demand. European Review of Agricultural Economics, 32(3), 369-91.

Gupta, S. & Pirsch, J. (2008). The influence of a retailer’s corporate social responsibility porgram on re- conceptualizing store image. Journal of retailing and consumer services, 15(6), 516-526.

Guiry, M., Mägi, A.W. & Lutz, R.J. (2006). Defining and measuring recreational shopper identity. Journal of the Academy of Marketing Science, 34(1), 74-83.

Gürhan-Canli, Z. & Batra, R. (2004). When Corporate Image Affects Product Evaluations: The Moderating Role of Perceived Risk. Journal of Marketing Research,, 41, 197-205.

Hair, J.F., Black, W.C., Babin, B.J. & Anderson, R.E. (2010). Multivariate Data Analysis, 7th ed. New Jersey: Pearson Prentice Hall.

Hall, A. & M. Nordqvist (2008). Professional Management in Family Businesses: Toward an Extended Understanding. Family Business Review, 21(1), 51–69.

Handelman, J.M. & Arnold, S.J. (1999). The role of marketing actions with a social dimension: appeals to the institutional environment. Journal of Marketing, 63, 33- 48. Harwood, I., Humby, S. & Harwood, A (2011). On the resilence of Corporate Social Responsibility. European Management Journal, 29, 283-290.

Hildebrand,D., Sen, S. & Bhattacharya, C.B. (2011). Corprate social responsibilty: a corporate marketing perspective. European Journal of Marketing, 45( 9/10), 1353-1364.

Holt, D. B., Quelch, J. A. & Taylor, E. L. (2004). How global brands compete. Harvard Business Review, 82(9), 68–75.

Indisa (2011). Anuario de la distribución 2011-2012. Información y Distribución Anual, Madrid.

IPSOS (2011). Key Audience Research, Madrid.

Jamali, D., Zanhour, M. & Keshishian, T. (2009). Peculiar Strengths and Relational Attributes of SMEs in the Context of CSR. Journal of Business Ethics, 87, 355- 377.

Jenkins, H. (2006). Small Business Champions for Corporate Social Responsibility. Journal of Business Ethics, 67, 241–256.

Jeurissen, R. (2000). John Elkington, Cannibals With Forks: The Triple Bottom Line of 21st. Journal of Business Ethics, 23(2), 229-231.

Jones, P., Comfort, D. & Hillier, D. (2007). Corporate Corporate social responsibility: a case study of the top ten global retailers. Journal of Business, 2(1), 23- 35.

Kamins, M. & Folkes, V. (1999). Effects of information about firms’ ethical and unethical actions on consumer attitudes. Journal of Consumer Psychology, 8(3), 243-259.

Keller, K.L. (1993). Conceptualizing, Measuring and Managing Customer-Based Brand Equity, Journal of Marketing, 56, 1-22.

Kilcullen, M. & Kooistra, J.O. (1999). At least do no harm: sources on the changing role of business ethics and corporate social responsibility. Reference Services Review, 27 (2), 158–178.

Klein, J. & Dawar, N. (2004). Corporate Social Responsibility and Consumers’ Attributions and Brand Evaluations in a Product-Harm Crisis. International Journal of Research in Marketing, 21(3), 203-217.

Ko, E., Hwang, Y.K. & Kim, E.Y. (2013). Green marketing’ functions in building corporate image int the retail setting. Journal of Business Research, 66(10), 1709- 1715.

Krech, D., Crutchfield, R. & Ballachey, E. (1962). Individuals in Society. New York: McGraw-Hill Book Company.

Laroche, M., Ueltschy, L.C., Abe, S., Cleveland, M. & Y annopoulos, P .P . (2004). Service quality perceptions and customer satisfaction: evaluating the role of culture. Journal of International Marketing, 12(3), 58–85.

Lichtenstein, D.R., Drumwright, M.E. & Braig, B.M. (2004). The Effect of Corporate Social Responsibility on Customer Donations to Corporate-Supported Nonprofits. Journal of Marketing, 68, 16-63.

Luo X. & Bhattacharya, C.B. (2006). Corporate Social Responsibility, Customer Satisfaction and Market Value. Journal of Marketing, 70, 1-18.

Mackenzie, S., Podsakoff, P. & Burke, C. (2001). The Problem of Measurement Model Misspecification in Behavioral and Organizational Research and Some Recommended Solutions. Journal of Applied Psychology, 90(4), 710-730.

Maignan, I. (2001). Consumers’ Perceptions of Corporate Social Responsibilities: A Cross-Cultural Comparison. Journal of Business Ethics, 30, 57-72.

Maignan, I. & Ferrell, O.C. (2004). Corporate social responsibility and marketing: an integrative framework. Journal of the Academy of Marketing Science, 32(1), 3- 19.

Maignan, I., Ferrell, O.C. & Ferrell, L (2005). A stakeholder model for implementing social responsibility in marketing. European Journal of Marketing, 39(9/10), 956-977.

Maignan, I., Ferrell, O.C. & Hult, G. (1999). Corporate citizenship: Cultural antecedents and business benefits. Journal of the Academy of Marketing Science, 27(4), 455-469.

Marín, L. & Ruiz, S. (2007). I Need You Too! Corporate Identity Attractiveness for Consumers and the Role of Social Responsibility. Journal of Business Ethics, 71, 245-260.

Massa, S. & Testa, S. (2012). The role of ideology in brand strategy: the case of a food retail company in Italy. International Journal of Retail & Distribution Management, 40(2), 109-127.

Mathieson, K., Peacock, E. & Chin, W.W. (2001). Extending the Technology Acceptance Model: The Influence of Perceived User Resources. The DATA BASE for Advances in Information Systems, 32(3), 86- 112.

Menon, S. & Kahn, B. (2003). Corporate sponsorships of philanthropic activities: when do they impact perception of sponsor brand? Journal of Consumer Psychology, 13(3), 316-327.

Mercadona (2014). Memoria Anual Mercadona 2013. Disponible en: www.mercadona.es/corp/esp- html/noticias. (Acceso 5 marzo 2014)

Merco (2013). Monitor Empresarial de Reputación Corporativa. Disponible en: http://www.merco.info/es/countries/4/rankings/14 (acceso 1 agosto 2013).

Miller, D., Miller , I. & Scholnick, B. (2008). Stewardship vs Stagnation: An Empirical Comparison of Small Family and Non Family Businesses. Journal of Management Studies, 45(1), 51–78.

Morgeson, F.V., Mithas, S., Keiningham, T.L. & Aksoy, L. (2011). An investigation of the cross-national determinants of customer satisfaction. Journal of the Academy of Marketing Science, 39(2), 198–215.

MORI (2000). European attitudes towards corporate citizenships, Corporate social responsibiltiy update 2. Market & Opinion Research International, http://www.mori.com

Murillo, D. & Lozano, J. (2006) SMEs and CSR: An Approach to CSR in Their Own Words. Journal of Business Ethics, 67, 227–240.

Nicholls, A.J. (2002). Strategic options in fair trade retailing. International Journal of Retail and Distribution Management, 30(1), 6–17.

Norman, W. & MacDonald, C. (2004). Getting to the Bottom of “Triple Bottom Line, Business Ethics Quarterly. 14(2), 243-262.

Oliver, R.L., Rust, R.T. & Varki, S. (1997). Customer Delight: Foundations, Findings, and Managerial Insight. Journal of Retailing, 73(3), 311-336.

Opinea (2013). Las marcas reconocidas por sus acciones de RSC. Disponible en: http://www.opinea.es/actualidad/las-marcas-mas- reconocidas-por-sus-acciones-de-rsc-2/ (Acceso 3 marzo 2014).

Oppewal, H., Alexander, A. & Sullivan, P. (2006). Consumer perceptions of corporate social responsibility in town shopping centres and their influence on shopping evaluations. Journal of Retailing and Consumer Services, 13, 261-274.

Ou, W.-M., Abratt, R. (2006). Diagnosing the relationship between corporate reputation and retail patronage. Corporate Reputation Review, 9 (4), 243–257.

Peloza, J. & Shang, J. (2011). How can corporate social responsibility activities create value for stakeholders? A systematic review. Journal of Academy of Marketing Science, 39, 117-135.

Pérez, A., García de los Salmones, M.M. & Rodríguez del Bosque , I. (2012). The effect of Corporate Associations on Consumer Behaviour. European Journal of Marketing, 47(1), 218-238.

Pérez, A. & Rodríguez del Bosque, I. (2012). La imagen de Responsabilidad Social Corporativa en un contexto de crisis económica: El caso del sector financiero en España. Universia Business Review, I trimestre, 14-29.

Porter, M. & Kramer, M. (2011). The big idea: Created shared value. How to reivent capitalism and unleash a wave of innovation and growth. Harvard Business Review, 1-16.

Powell, S.M. (2011). The nexus between ethical

corporate marketing, ethical corporate, corporate identity and corporate social responsibility. An internal organisational perspective. European Journal of Marketing, 45(9/10), 1365-1379.

Prout, J. (2006). Corporate responsibility in the global economy: A business case. Society and Business Review, 1(2), 184–191.

Putrevu, S. & Lord, K (1994). Comparative and noncomparative advertising: attitudinal effects under cognitive and affective involvement conditions. Journal of Advertising, 23, 77-91.

Reichheld, F.F. (2003). The one number you need to grow. Harvard Business Review, 81(12), 46-54.

Rivera, J., Arellano,R. & Molero, V.M. (2009). Conducta del consumidor. Estrategias y políticas aplicadas al marketing. Madrid: Ediciones ESIC.

Rosenberg, M. & Hovland, C. (1960). Cognitive, Affective and Behavioral Components of Attitudes. New Haven, Connecticut: Yale University Press.

Savitz, A. (2013). The triple bottom line: how today's best-run companies are achieving economic, social and environmental success-and how you can too. John Wiley & Sons.

Secretaría de Estado de Comercio. (2011). Análisis por formatos y subsectores. La distribución comercial en España en 2010. Boletín Económico de ICE, 3015, 99- 126. Disponible en: http://www.revistasice.com/CachePDF/BICE_3015_99- 126__33B6BB795F3CFBE6C08E02FBBA4200F9.pdf (Acceso 3 marzo 2014)

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(5), 225-243.

Sen, S., Bhattacharya, C.B., & Korschun, D. (2006). The Role of Corporate Social Responsability in Strengthening Multiple Stakeholder Relationships: A field experiment. Journal of the Academy of Marketing Science, 38,(2), 158-166.

Sirgy, M.J., Johar, J.S., Samli, A.C. & Claiborne, C.B. (1991). Self-congruity versus functional congruity: predictors of consumer behaviour. Journal of the Academy of Marketing Science, 19(4), 363-375.

Simon, F.L. (1995). Global corporate philanthropy: a strategic framework. International Marketing Review, 12(4), 20-38.

Slaper, T.F. % Hall, T.J. (2011). The triple bottom line: what is it and how does it work? The Indiana Business Review, 86(1), 4-8.

Söderlund, M. (2002). Customer Familiarity and Its Effects on Satisfaction and Behavioral Intentions. Psychology & Management, 19(10), 861-879.

Swaen, J.E. & Trawick, I.F. (1981). Disconfirmation of Expectations and Satisfaction with a Retail Service. Journal of Retailing, 57(3), 49-67.

Taylor, S.A., Hunter, G.L. & Lindberg, D.L. (2007). Understanding (customer-based) brand equity in financial services. Journal of Services Marketing, 21(4), 241-252.

Torres, A., Bijmolt, T.H.A., Tribó, J.A. & Verhoef, P. (2012). Generating global brand equity through corporate social responsibility to key stakeholders. International Journal of Research in Marketing, 29, 13-24.

Van Marrewijk, M. (2003). Concepts and definitions of CSR and corporate sustainability: Between agency and communion. Journal of Business Ethics, 44(2/3), 95-105.

Vives, A. (2006). Social and Environmental Responsibility in Small and Medium Enterprises in Latin America. The Journal of Corporate Citizenship, 21, 39– 50.

Yoon, Y., Gürhan-Canli, Z. & Schwarz, N. (2006). The effect of corporate social responsibility activities on companies with bad reputations. Journal of Consumer Psychology, 16(4), 377–390.

Wagner, T., Bicen, P. & Hall, Z.R.(2008). The dark side of retailing: towards a scale of corporate social irresponsibility. International Journal of Retail & Distribution Management, 36(2), 124-142.

Walsh, G. & Bartikowski, B. (2013), Exploring

corporate ability and social responsibility associations as antecedents of customer satisfaction cross-culturally. Journal of Business Research, 66, 989–995.

Wan, H. & Schell, R. (2007). Reassessing corporate image—an examination of how image bridges symbolic relationships with behavioral relationships. Journal of Public Relations Research, 19, 25-45.

Wheeler, D. & Elkington, J. (2001). The end of the corporate environmental report? Or the advent of cybernetic sustainability reporting and communication. Business Strategy and the Environment, 10(1), 1-14.

Wirtz, J. & Bateson, J.E.G. (1999). The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction. Journal of Consumer Research, 18(1), 84-91.

Wuu, B.T.W. & Petroshius, S.M. (1987). The halo effect in store image management, Academy of Marketing Science Journal, 15(3), 44-51.

Zhang, J., Beatty, S.E. & Walsh, G. (2008). Review and future directions of cross-cultural consumer services research. Journal of Business Research, 61(3), 211–24.

Zeithaml, V.A., Berry L.L. & Parasuraman, A. (1996). The Behavioural Consequences of Service Quality. Journal of Marketing, 60, 31-46.