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Customer satisfaction with socially responsible investing initiatives: the influence of perceived financial and non-financial quality
School of Business, Economics, and Law, University of Gothenburg, Sweden..
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration. (RiseB)ORCID iD: 0000-0003-2593-9439
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE), Business Administration.
2014 (English)In: Journal of Financial Services Marketing, ISSN 1363-0539, E-ISSN 1479-1846, Vol. 19, no 4, 265-276 p.Article in journal (Refereed) Published
Abstract [en]

During the last decade, socially responsible investment (SRI) initiatives have grown to become a mainstream financial service in many countries. However, to date, only a few studies focus on understanding the final investor of such initiatives. This article focuses on one particularly overlooked aspect of SRI behavior; that of customer post-purchase satisfaction. A theoretical model of satisfaction with SRI-profiled mutual funds is developed and tested. The results indicate that perceived financial performance of the SRI-profiled mutual fund is the most important predictor of customer satisfaction. However, perceived environmental, social and governance (ESG) performance also had a positive impact on satisfaction for the SRI mutual fund. On the basis of these results, it is argued that although ESG quality is important to customers, marketers of SRI initiatives should primarily focus on the conventional quality attributes such as financial performance, as a good ESG record alone is unlikely to generate customer satisfaction.

Place, publisher, year, edition, pages
Basingstoke: Palgrave Macmillan, 2014. Vol. 19, no 4, 265-276 p.
Keyword [en]
customer satisfaction, perceived quality, socially responsible investment, mutual funds, financial performance
National Category
Business Administration
Research subject
Business Studies
Identifiers
URN: urn:nbn:se:umu:diva-95737DOI: 10.1057/fsm.2014.24OAI: oai:DiVA.org:umu-95737DiVA: diva2:760845
Projects
RiseB
Available from: 2014-11-04 Created: 2014-11-04 Last updated: 2017-10-10Bibliographically approved

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CiteExportLink to record
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Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
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Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf