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CSR and service quality in nonprofit organizations: the case of a performing arts association

Year: 2014

Type: article

Abstract: The relationship between corporate social responsibility (CSR) and marketing performance has been widely investigated recently, but mostly in relation to for‐profit companies. This paper highlights the importance of this topic for nonprofit organizations (NPOs). Focusing on an Italian NPO operating in the performing arts and entertainment industry, two empirical studies (a quantitative survey and a qualitative exploratory enquiry) prove the strategic relevance of CSR in nonprofit contexts. The results demonstrate that CSR can be considered an additional dimension of the customer perception of service quality in NPOs and reveal that customer perception of the social responsibility of the studied NPO is strongly linked to its institutional mission and to the modalities through which it pursues that mission. Copyright © 2014 John Wiley & Sons, Ltd.

Source: International Journal of Nonprofit and Voluntary Sector Marketing

DOI: 10.1002/nvsm.1488

Authors: Daniela Andreini, Giuseppe Pedeliento, Silvana Signori

Institution: University of Bergamo

Language: English

Topic: Corporate Social Responsibility Reporting

Subfield: Strategy and Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: green

OpenAlex ID: W1929420544

FWCI: 5.901

Cites: 76

Cited by: 24

Related to: 10