PDF Zotero Mendeley EndNote BibTex Kaynak Göster

Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi

Yıl 2016, Cilt 3, Sayı 1, 11 - 27, 06.10.2016

Öz

Özet

Kurumsal sosyal sorumluluğun işletmeler için imaj, itibar ve bağlılık gibi birden çok çıktısı bulunmaktadır. Ancak çeşitli işletmelerde yaygın bir şekilde araştırılan bu konu, restoran işletmelerinde kısıtlı kalmıştır. Bu açıdan restoran işletmelerinde de konunun etraflıca araştırılmasına olan ihtiyaç devam etmektedir. Dolayısıyla söz konusu bu araştırmayla da restoran işletmelerinin KSS faaliyetlerinin müşteri bağlılığındaki etkisi araştırılmıştır. Bu kapsamda restoran müşterilerine  anket uygulanmış, elde edilen veriler üzerinde tanımlayıcı istatistikler, faktör analizi ve regresyon analizi gerçekleştirilmiştir. Bulgulara göre restoran işletmelerinin KSS faaliyetleri altı boyutta toplanmaktadır. Bulgular dikkate alındığında bu işletmeler tarafından gerçekleştirilen KSS faaliyetlerinin müşteri bağlılığında olumlu bir etkisi olduğu ve özellikle müşteri bağlılığını en çok etkileyen faaliyetlerin ise restoran çalışanlarına yönelik yapılan faaliyetler olduğu belirlenmiştir.

Anahtar Kelimeler: Kurumsal sosyal sorumluluk, Müşteri bağlılığı, Restoran.

Kaynakça

  • KAYNAKÇA
  • Aguinis, H., & Glavas, A. (2012). What we know and don’t know about corporate social responsibility: a review and research agenda. Journal of Management, 38 (4), 932-968.
  • Aydın, B., & Erdoğan, B. Z. (2013). An exploratory on restaurant managers’ perception of social responsibility, activities and expectations, Social Business @ Anadolu International Conference: May 30-31(109-116). Eskişehir: Anadolu University Publications.
  • Büyüköztürk, Ş. (2012). Sosyal bilimler için veri analizi el kitabı (16. Ed). Ankara: Pegem Academy.
  • Caroll, A. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 39-48.
  • Caroll, A. (1999). Corporate social responsibility: Evoluation of a definitional construct. Business & Society, 3 (3), 268-295.
  • Chen, F. Y., Chang, Y. H., & Lin, Y. H. (2012). Customer perceptions of airline social responsibility and its effect on loyalty. Journal of Air Transport Management, 20, 49-51.
  • Dutta, K., Umashankar, V., Choi, G., & Parsa, H. G. (2008). A comparative study of consumers' green practice orientation in India and the United States: A study from the restaurant industry. Journal of Foodservice Business Research, 11(3), 269-285.
  • Galbreath, J. (2008). Building corporate social responsibility into strategy. European Business Review, 21 (2), 109-127.
  • Gracia, E., Bakker, A. B., & Grau, R. M. (2011). The connection between customer quality evaluations and loyalty. Cornell Hospitality Quarterly, 52(4), 458–465.
  • Hair, J. F., Black W., Babin, B., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7. Ed). New Jersey: Pearson Prentice-Hall.
  • Han, H., & Ryu. K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research, 33(4), 487-510.
  • Hu, H. H., Parsa, H. G., & Self, J. (2010). The dynamics of green restaurant patronage. Cornell Hospitality Quarterly, 51(3), 344-362.
  • Inoue, Y., & Lee, S. (2011). Effects of different dimensions of corporate social responsibility on corporate financial performance in tourism-related industries. Tourism Management, 32, 790-804.
  • Jabson, J. D. (1991). Applied multivariate data analysis volume I: Regression and experimental design. New York: Springer.
  • Kalaycı, Ş. (2006). SPSS uygulamalı çok değişkenli istatistik teknikleri. (2. Ed). Ankara: Asil Publication.
  • Kasim, A., & Ismail, A. (2012). Environmentally friendly practices among restaurants: drivers and barriers to change. Journal of Sustainable Tourism, 20(4), 551-570.
  • Kim, M., & Kim, Y. (2014). Corporate social responsibility and shareholder value of restaurant firms. International Journal of Hospitality Management, 40, 120-129.
  • Kim, W., & Han, H. (2008). Determinants of restaurant customers’ loyalty intentions: a mediating effect of relationship quality. Journal of Quality Assurance In Hospitality & Tourism, 9(3), 219-239.
  • Lantos, G. P. (2001). The boundaries of strategic corporate social responsibility. Journal of Consumer Marketing, 18 (7), 595-632.
  • Lee, S., & Heo, C. Y. (2009). Corporate social responsibility and customer satisfaction among US publicly traded hotels and restaurants. International Journal of Hospitality Management, 28(4), 635-637.
  • Lee, S., Singal, M., & Kang, K. H. (2013). The corporate social responsibility–financial performance link in the US restaurant industry: Do economic conditions matter?. International Journal of Hospitality Management, 32, 2-10.
  • Lee, Y. K., Park, K. H., Park, D. H., Lee, K. A., & Kwon, Y. J. (2005). The relative impact of service quality on service value, customer satisfaction, and customer loyalty in Korean family restaurant context. International Journal of Hospitality & Tourism Administration, 6(1), 27-51.
  • los Salmones, M. M. G., Crespo, A. H., & del Bosque, I. R. (2005). Influence of corporate social responsibility on loyalty and valuation of services. Journal of Business Ethics, 61, 369-385.
  • 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.
  • Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122 – 133.
  • Martínez, P., & del Bosque. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89-99.
  • Netemeyer, R. G., Bearden, W. O., & Sharma, S. (2003). Scaling procedures ıssues and aplications. London: SAGE.
  • Reich, A. Z., Xu, Y. H., & McCleary, K. W. (2010). The influence of social responsibility image relative to product and service quality on brand loyalty: An exploratory study of quick-service restaurants. FIU Review, 28(1), 20-51.
  • Sánchez, A. V. (2010). Destination unknown? the emergence of corporate social responsibility for sustainable development of tourism, Doctoral dissertation, Lund University. Tourism Management, 31, 691-697.
  • Schubert, F., Kandampully, J., Solnet, D., & Kralj, A. (2010). Exploring consumer perceptions of green restaurants in the US. Tourism and Hospitality Research, 10(4), 286-300.
  • 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 (2), 225-243.
  • Swimberghe, K. R., & Wooldridge, B. R. (2014). Drivers of customer relationships in quick-service restaurants the role of corporate social sesponsibility. Cornell Hospitality Quarterly.
  • Tabachnick, B.G., & Fidell, L.S. (2011). Using multivariate statistics. (6.Ed). Boston: Pearson.
  • Tu, Y. T., Wang, C. M., & Chang, H. C. (2012). Corporate brand image and customer satisfaction on loyalty: an empirical study of starbucks coffee in Taiwan. Journal of Social and Development Sciences, 3(1), 24-32.
  • Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management 12(3), 234–25

Yıl 2016, Cilt 3, Sayı 1, 11 - 27, 06.10.2016

Öz

Kaynakça

  • KAYNAKÇA
  • Aguinis, H., & Glavas, A. (2012). What we know and don’t know about corporate social responsibility: a review and research agenda. Journal of Management, 38 (4), 932-968.
  • Aydın, B., & Erdoğan, B. Z. (2013). An exploratory on restaurant managers’ perception of social responsibility, activities and expectations, Social Business @ Anadolu International Conference: May 30-31(109-116). Eskişehir: Anadolu University Publications.
  • Büyüköztürk, Ş. (2012). Sosyal bilimler için veri analizi el kitabı (16. Ed). Ankara: Pegem Academy.
  • Caroll, A. (1991). The pyramid of corporate social responsibility: Toward the moral management of organizational stakeholders. Business Horizons, 39-48.
  • Caroll, A. (1999). Corporate social responsibility: Evoluation of a definitional construct. Business & Society, 3 (3), 268-295.
  • Chen, F. Y., Chang, Y. H., & Lin, Y. H. (2012). Customer perceptions of airline social responsibility and its effect on loyalty. Journal of Air Transport Management, 20, 49-51.
  • Dutta, K., Umashankar, V., Choi, G., & Parsa, H. G. (2008). A comparative study of consumers' green practice orientation in India and the United States: A study from the restaurant industry. Journal of Foodservice Business Research, 11(3), 269-285.
  • Galbreath, J. (2008). Building corporate social responsibility into strategy. European Business Review, 21 (2), 109-127.
  • Gracia, E., Bakker, A. B., & Grau, R. M. (2011). The connection between customer quality evaluations and loyalty. Cornell Hospitality Quarterly, 52(4), 458–465.
  • Hair, J. F., Black W., Babin, B., & Anderson, R. E. (2010). Multivariate data analysis: A global perspective (7. Ed). New Jersey: Pearson Prentice-Hall.
  • Han, H., & Ryu. K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research, 33(4), 487-510.
  • Hu, H. H., Parsa, H. G., & Self, J. (2010). The dynamics of green restaurant patronage. Cornell Hospitality Quarterly, 51(3), 344-362.
  • Inoue, Y., & Lee, S. (2011). Effects of different dimensions of corporate social responsibility on corporate financial performance in tourism-related industries. Tourism Management, 32, 790-804.
  • Jabson, J. D. (1991). Applied multivariate data analysis volume I: Regression and experimental design. New York: Springer.
  • Kalaycı, Ş. (2006). SPSS uygulamalı çok değişkenli istatistik teknikleri. (2. Ed). Ankara: Asil Publication.
  • Kasim, A., & Ismail, A. (2012). Environmentally friendly practices among restaurants: drivers and barriers to change. Journal of Sustainable Tourism, 20(4), 551-570.
  • Kim, M., & Kim, Y. (2014). Corporate social responsibility and shareholder value of restaurant firms. International Journal of Hospitality Management, 40, 120-129.
  • Kim, W., & Han, H. (2008). Determinants of restaurant customers’ loyalty intentions: a mediating effect of relationship quality. Journal of Quality Assurance In Hospitality & Tourism, 9(3), 219-239.
  • Lantos, G. P. (2001). The boundaries of strategic corporate social responsibility. Journal of Consumer Marketing, 18 (7), 595-632.
  • Lee, S., & Heo, C. Y. (2009). Corporate social responsibility and customer satisfaction among US publicly traded hotels and restaurants. International Journal of Hospitality Management, 28(4), 635-637.
  • Lee, S., Singal, M., & Kang, K. H. (2013). The corporate social responsibility–financial performance link in the US restaurant industry: Do economic conditions matter?. International Journal of Hospitality Management, 32, 2-10.
  • Lee, Y. K., Park, K. H., Park, D. H., Lee, K. A., & Kwon, Y. J. (2005). The relative impact of service quality on service value, customer satisfaction, and customer loyalty in Korean family restaurant context. International Journal of Hospitality & Tourism Administration, 6(1), 27-51.
  • los Salmones, M. M. G., Crespo, A. H., & del Bosque, I. R. (2005). Influence of corporate social responsibility on loyalty and valuation of services. Journal of Business Ethics, 61, 369-385.
  • 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.
  • Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing, 25(2), 122 – 133.
  • Martínez, P., & del Bosque. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89-99.
  • Netemeyer, R. G., Bearden, W. O., & Sharma, S. (2003). Scaling procedures ıssues and aplications. London: SAGE.
  • Reich, A. Z., Xu, Y. H., & McCleary, K. W. (2010). The influence of social responsibility image relative to product and service quality on brand loyalty: An exploratory study of quick-service restaurants. FIU Review, 28(1), 20-51.
  • Sánchez, A. V. (2010). Destination unknown? the emergence of corporate social responsibility for sustainable development of tourism, Doctoral dissertation, Lund University. Tourism Management, 31, 691-697.
  • Schubert, F., Kandampully, J., Solnet, D., & Kralj, A. (2010). Exploring consumer perceptions of green restaurants in the US. Tourism and Hospitality Research, 10(4), 286-300.
  • 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 (2), 225-243.
  • Swimberghe, K. R., & Wooldridge, B. R. (2014). Drivers of customer relationships in quick-service restaurants the role of corporate social sesponsibility. Cornell Hospitality Quarterly.
  • Tabachnick, B.G., & Fidell, L.S. (2011). Using multivariate statistics. (6.Ed). Boston: Pearson.
  • Tu, Y. T., Wang, C. M., & Chang, H. C. (2012). Corporate brand image and customer satisfaction on loyalty: an empirical study of starbucks coffee in Taiwan. Journal of Social and Development Sciences, 3(1), 24-32.
  • Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management 12(3), 234–25

Ayrıntılar

Bölüm Makaleler
Yazarlar

Bülent AYDIN


Bayram Zafer ERDOĞAN
0000-0002-2147-7356

Yayımlanma Tarihi 6 Ekim 2016
Yayınlandığı Sayı Yıl 2016, Cilt 3, Sayı 1

Kaynak Göster

Bibtex @ { touraj263493, journal = {Turizm Akademik Dergisi}, issn = {1302-5759}, address = {}, publisher = {Detay Yayıncılık}, year = {2016}, volume = {3}, pages = {11 - 27}, doi = {}, title = {Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi}, key = {cite}, author = {Aydın, Bülent and Erdoğan, Bayram Zafer} }
APA Aydın, B. & Erdoğan, B. Z. (2016). Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi . Turizm Akademik Dergisi , 3 (1) , 11-27 . Retrieved from https://dergipark.org.tr/tr/pub/touraj/issue/24968/263493
MLA Aydın, B. , Erdoğan, B. Z. "Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi" . Turizm Akademik Dergisi 3 (2016 ): 11-27 <https://dergipark.org.tr/tr/pub/touraj/issue/24968/263493>
Chicago Aydın, B. , Erdoğan, B. Z. "Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi". Turizm Akademik Dergisi 3 (2016 ): 11-27
RIS TY - JOUR T1 - Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi AU - Bülent Aydın , Bayram Zafer Erdoğan Y1 - 2016 PY - 2016 N1 - DO - T2 - Turizm Akademik Dergisi JF - Journal JO - JOR SP - 11 EP - 27 VL - 3 IS - 1 SN - 1302-5759- M3 - UR - Y2 - 2022 ER -
EndNote %0 Turizm Akademik Dergisi Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi %A Bülent Aydın , Bayram Zafer Erdoğan %T Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi %D 2016 %J Turizm Akademik Dergisi %P 1302-5759- %V 3 %N 1 %R %U
ISNAD Aydın, Bülent , Erdoğan, Bayram Zafer . "Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi". Turizm Akademik Dergisi 3 / 1 (Ekim 2016): 11-27 .
AMA Aydın B. , Erdoğan B. Z. Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi. Turizm Akademik Dergisi. 2016; 3(1): 11-27.
Vancouver Aydın B. , Erdoğan B. Z. Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi. Turizm Akademik Dergisi. 2016; 3(1): 11-27.
IEEE B. Aydın ve B. Z. Erdoğan , "Restoranların Kurumsal Sosyal Sorumluluk (KSS) Faaliyetlerinin Müşteri Bağlılığına Etkisi", Turizm Akademik Dergisi, c. 3, sayı. 1, ss. 11-27, Eki. 2016