TY - JOUR
T1 - Corporate social responsibility, job satisfaction, and customer orientation in Angola
AU - Duarte, Ana Patrícia
AU - Das Neves, José Gonçalves
AU - Gomes, Daniel Roque
AU - Moisés, Gabriel Alberto
N1 - info:eu-repo/grantAgreement/FCT/OE/SFRH%2FBPD%2F76114%2F2011/PT#
SFRH/BPD/76114/2011
UID/CCI/04667/2016
PY - 2019
Y1 - 2019
N2 - This study sought to examine the effect of corporate social responsibility (CSR) on employees' costumer orientation through the mediating role of job satisfaction for a sample of tourism and hospitality employees in Angola. Data were collected from 125 respondents using anonymously completed structured questionnaires. Perceived CSR was assessed by the scale developed by Martínez et al. (2013), which includes social, economic and environmental issues. Job satisfaction was measured using Lima et al.'s (1994) job-facet scale, while customer orientation was evaluated using a reduced version of Saxe and Weitz's (1982) customer-orientation scale. The three dimensions of CSR in question have dissimilar levels of association with customer orientation. Only perceptions of company engagement in social CSR practices explain employees' customer orientation, and the relationship is partially mediated by job satisfaction. Additional studies with larger samples and longitudinal designs are needed to determine further the influence of CSR on employees' job satisfaction and customer orientation.
AB - This study sought to examine the effect of corporate social responsibility (CSR) on employees' costumer orientation through the mediating role of job satisfaction for a sample of tourism and hospitality employees in Angola. Data were collected from 125 respondents using anonymously completed structured questionnaires. Perceived CSR was assessed by the scale developed by Martínez et al. (2013), which includes social, economic and environmental issues. Job satisfaction was measured using Lima et al.'s (1994) job-facet scale, while customer orientation was evaluated using a reduced version of Saxe and Weitz's (1982) customer-orientation scale. The three dimensions of CSR in question have dissimilar levels of association with customer orientation. Only perceptions of company engagement in social CSR practices explain employees' customer orientation, and the relationship is partially mediated by job satisfaction. Additional studies with larger samples and longitudinal designs are needed to determine further the influence of CSR on employees' job satisfaction and customer orientation.
KW - Africa
KW - Angola
KW - Behaviours
KW - Corporate social responsibility
KW - CSR
KW - Employee customer orientation
KW - Hotels
KW - Job attitudes
KW - Job satisfaction
KW - Tourism and hospitality
UR - http://www.scopus.com/inward/record.url?scp=85063437576&partnerID=8YFLogxK
U2 - 10.1504/WREMSD.2019.098469
DO - 10.1504/WREMSD.2019.098469
M3 - Article
AN - SCOPUS:85063437576
SN - 1746-0573
VL - 15
SP - 93
EP - 109
JO - World Review of Entrepreneurship, Management and Sustainable Development
JF - World Review of Entrepreneurship, Management and Sustainable Development
IS - 1-2
ER -