New study reveals corporate social responsibility can lead to better customer service
Wednesday, May 21, 2014 - 13:00
in Psychology & Sociology
Currently accepted wisdom in the corporate world is that in order to motivate frontline employees who serve customers, corporations need to increase their salary, make them feel more positive about the company, or give them more explicit instructions on how to interact with customers. A new study led by Drexel University's Daniel Korschun, PhD, an assistant professor at the LeBow College of Business, examines how frontline employees respond to corporate social responsibility (CSR) activities such as charitable giving, environmental programs and ethical practices. The study was published in the May issue of the Journal of Marketing.