Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees

  title={Corporate Social Responsibility, Customer Orientation, and the Job Performance of Frontline Employees},
  author={Daniel Korschun and C. B. Bhattacharya and Scott D. Swain},
  journal={Journal of Marketing},
  pages={20 - 37}
This study examines frontline employee responses to corporate social responsibility (CSR) using a multisourced data set at a Global 500 financial services company. The authors find that frontline employees identify with the organization (i.e., organizational identification) and with customers (i.e., employee–customer identification) as a function of how much the employees perceive management and customers (respectively) to support the company's CSR activities. However, these respective effects… 

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