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构建了一个包含企业社会责任(CSR)、员工离职率、顾客满意度和企业绩效(FP)的概念模型,运用回归分析和结构方程模型法进行实证检验。结果表明:CSR不仅对FP产生直接正向影响,还可以通过顾客满意度和员工离职率产生间接正向影响;CSR对顾客满意度有显著正向影响,对员工离职率有显著负向影响;CSR通过经济责任、法律责任和自愿责任正向影响FP和顾客满意度,通过自愿责任负向影响员工离职率。
A conceptual model of CSR, employee turnover, customer satisfaction and business performance (FP) is constructed. Empirical tests are conducted using regression analysis and structural equation modeling. The results show that: CSR not only has a direct positive impact on FP, but also indirectly and positively through the customer satisfaction and employee turnover rate; CSR has a significant positive impact on customer satisfaction and has a significant negative impact on employee turnover; CSR positively affects FP and customer satisfaction through economic responsibility, legal responsibility and voluntary liability, and negatively affects employee turnover through voluntary liability.