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dc.contributor.authorGhanbarpour, Tohid
dc.contributor.authorGustafsson, Anders
dc.identifier.citationJournal of Business Research (2021)en_US
dc.description.abstractPrevious research on corporate social responsibility (CSR) and firm innovativeness and their impact on financial performance has focused on firms’ actions (i.e., what firms do). However, how customers perceive these firm activities have not been fully explored; there is a lack of research particularly on the long-term effects of these actions. Consequently, the present study investigates the effects of customer-perceived CSR and firm innovativeness on financial earnings, both in the short and long term. Firm actions, if meaningful, should impact customer perceptions of a firm, which affect customer satisfaction and the firm’s earnings consequently. Using panel data from service firms, our analysis indicates that perceived firm actions positively influence future earnings through customers’ overall evaluations of a firm. Furthermore, the results reveal a carryover effect of perceived actions in the long term. The present research also indicates that customers’ positive perceptions of firm actions do not directly impact financial earnings; however, they do impact earnings through customer satisfaction. This emphasizes the importance of communicating innovation, and particularly CSR activities, to customers.en_US
dc.rightsNavngivelse 4.0 Internasjonal*
dc.subjectPerceived CSRen_US
dc.subjectPerceived Firm Innovativenessen_US
dc.subjectFinancial Performanceen_US
dc.subjectCustomer Satisfactionen_US
dc.titleHow do corporate social responsibility (CSR) and innovativeness increase financial gains? A customer perspective analysisen_US
dc.typeJournal articleen_US
dc.typePeer revieweden_US
dc.rights.holderThe Authorsen_US
dc.source.journalJournal of Business Researchen_US

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Navngivelse 4.0 Internasjonal
Except where otherwise noted, this item's license is described as Navngivelse 4.0 Internasjonal