Purpose: The purpose of this paper is to examine how banks’ level of corporate social responsibility (CSR) engagement influences consumers’ electronic word-of-mouth (eWOM) on Facebook. Furthermore, this study examines the mediating role of consumer identification with a company (C-C...

Purpose: The purpose of this study is to assess the mediating role of brand trust and commitment in the relationship of brand engagement and brand experience with brand loyalty in the online service context. Design/methodology/approach: To achieve the study’s objective, 414 users of virtual...

Purpose: The purpose of this paper is to examine the influence of perceived CSR and its influence on customer satisfaction and loyalty in the hotel industry. Design/methodology/approach: Personal surveys of hotel guests were carried out in three metropolitan cities of India. The survey resulted...

Purpose: Based on the social identification theory, this study aims to understand employees’ reactions to corporate social responsibility (CSR) in oil companies. This study finds that employees’ perceived CSR is positively related to the employee organizational identification in...

Purpose: This paper aims to investigate how banking websites can activate customer engagement (CE) to consequently enhance customer trust and retention. Design/methodology/approach: Using an online survey, data were collected from 598 customers of various (public and private) banks in India....

Purpose: This study aims to identify the influence of perceived corporate social responsibility (PCSR) on consumer brand commitment in ridesharing services. Design/methodology/approach: PCSR is a second-order construct reflecting three dimensions – economic, environment and ethics. A total of...