This paper discusses CSR as a dimension of perceived quality to predict customer satisfaction. Based on the methodological paradigm of Churchill and the Larcker and Fornell procedure, this research led to propose a model of social determinants of perceived quality, empirically identified. On the conceptual side, this article is an extension and an enrichment of researches on CSR and its influence on the company's image. On the managerial side, the proposed model will help utilities managers, organizer or operator, to develop appropriate quality approaches.
This paper, on the border of the public management and marketing, discusses the customer relationship in a particular field which is the industrial and commercial utilities. It is the subject of theoretical and empirical research on the utilities management, centered on the consideration of users/customer expectations and its consequences on the feeling of satisfaction / dissatisfaction. Based on the methodological paradigm of Churchill and the Larcker and Fornell procedure, our goal through this work, is to understand the factors that explain this feeling and build a model of the perceived quality in context of utilities. Those factors may help utilities managers, operators or organizers, to define the appropriate quality approaches.
Show abstract
Full Text
