Measuring Corporate Social Responsibility in a Business-to-Society Context

S. Goddijn; G.W. Ziggers

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Measuring Corporate Social Responsibility in a Business-to-Society Context

In: Paradoxes in Food Chains and Networks

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S. Goddijn

S. Goddijn
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G.W. Ziggers

G.W. Ziggers
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Type:: Chapter

Pages:: 59–71

DOI:: https://doi.org/10.3920/9789086865079_008

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Measuring both customer and societal satisfaction is critical to the process of serving customers and outdoing the competition. Predicated on the view that quality is defined as meeting or exceeding customer expectations, the gap approach has contributed much to our understanding of the service delivery process in several areas. The gap model serves as a general framework to examine the total delivery system, measure gaps, and explore not only the causes of the gaps but approaches to their closure. An interesting and important question concerns the extension and applicability of the gap model to the business-to-society context. This extension has significant implications for the assessment of the delivery system as well as the measurement and diagnosis of potential gaps. In this paper we have chosen a subjective approach to corporate social performance. We argue that social responsiveness can be considered to be a requirement for an economic offering. It is experienced and sensed by society but it is not consumed. The developed model provides a modular approach to assess the performance of the delivery system. The delivery system can be assessed at the consumer, channel-member and/or society level. Finally, recommendations for further research are given.

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Paradoxes in Food Chains and Networks

E-Book ISBN:: 9789086865079

Publisher:: Wageningen Academic

Print Publication Date:: 10 Oct 2002

Subjects
- Life Sciences

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Measuring Corporate Social Responsibility in a Business-to-Society Context

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Paradoxes in Food Chains and Networks

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