caa a22 4500 60548595X CHVBK 20210128100443.0 cr unu---uuuuu 210128e20150701xx s 000 0 eng 10.1007/s10551-014-2177-9 doi (NATIONALLICENCE)springer-10.1007/s10551-014-2177-9 An Integrative Framework to Understand How CSR Affects Customer Loyalty through Identification, Emotions and Satisfaction [Elektronische Daten] [Andrea Pérez, Ignacio Rodríguez del Bosque] Because previous scholars have offered few comprehensive models to understand the benefits of corporate social responsibility image in terms of customer behaviour, the authors of this paper propose a hierarchy of effects model to study how customer perceptions of the social responsibility of companies influence customer affective and conative responses in a service context. The authors test a structural equation model using information collected directly from 1,124 customers of banking services in Spain. The findings demonstrate that corporate social responsibility image influences customer identification with the company, the emotions evoked by the company and satisfaction positively. Identification also influences the emotions generated by the service performance and customer satisfaction determines loyalty behaviour. The findings have significant implications for service managers because they demonstrate that there are two paths to explain the satisfaction and loyalty of service customers. The first path is composed of the beliefs and emotions generated by the company at the institutional level. The second path is composed of the thoughts, attitudes, emotions and feelings generated by the company's services. Springer Science+Business Media Dordrecht, 2014 Customers nationallicence CSR nationallicence Identification nationallicence Emotions nationallicence Satisfaction nationallicence Loyalty nationallicence Pérez Andrea Área de Comercialización e Investigación de Mercados, Universidad de Cantabria, Avda. Los Castros s/n, 39005, Santander, Cantabria, Spain aut Rodríguez del Bosque Ignacio Área de Comercialización e Investigación de Mercados, Universidad de Cantabria, Avda. Los Castros s/n, 39005, Santander, Cantabria, Spain aut Journal of Business Ethics Springer Netherlands 129/3(2015-07-01), 571-584 0167-4544 129:3<571 2015 129 10551 https://doi.org/10.1007/s10551-014-2177-9 text/html Onlinezugriff via DOI BK010053 XK010053 XK010000 Metadata rights reserved Springer special CC-BY-NC licence nationallicence 1 research-article jats NATIONALLICENCE NATIONALLICENCE NL-springer NATIONALLICENCE 856 40 https://doi.org/10.1007/s10551-014-2177-9 text/html Onlinezugriff via DOI NATIONALLICENCE 700 1- Pérez Andrea Área de Comercialización e Investigación de Mercados, Universidad de Cantabria, Avda. Los Castros s/n, 39005, Santander, Cantabria, Spain aut NATIONALLICENCE 700 1- Rodríguez del Bosque Ignacio Área de Comercialización e Investigación de Mercados, Universidad de Cantabria, Avda. Los Castros s/n, 39005, Santander, Cantabria, Spain aut NATIONALLICENCE 773 0- Journal of Business Ethics Springer Netherlands 129/3(2015-07-01), 571-584 0167-4544 129:3<571 2015 129 10551