Abstract
The Telecommunication sector deals with numerous social and operational challenges such as technological development, increased demand for telecommunication services, health concerns and environment protection. The aim of this paper is to identify both general and sector-specific indicators in order to measure the Corporate Social Responsibility (CSR) performance. The Telecommunication sector has analyzed and identified the main stakeholders that affect and are affected by business operations. Six main stakeholders, namely suppliers, customers, corporate governance, environment, society and human resources and forty three indicators are indentified concentrating on the Greek market with the use of Delphi technique. Additionally, the study presents a specific formula for each indicator so as to measure CSR performance in specific terms. The contribution of the study is to formulate an aggregate CSR index and translate CSR concerns into specific indicators and to recommend a methodology in order to propose indicators applicable to any sector.
Highlights
The main motive for the integration of Corporate Social Responsibility (CSR) standards by companies is firm’s survival, economic performance and competitive advantage (Mitchell et al, 1997; Werther and Chandler, 2005). Frankental (2001) mentions that “CSR is a vague and intangible term which can mean anything to anybody, and is effectively without meaning”
The Delphi methodology can be used for a plethora of cases, such as sustainable tourism (Miller, 2001; Choi and Sirakaya, 2006), CSR (Hussein, 2010; Talaei and Nejati, 2008), human resources development (McGuire and Cseh, 2006), government planning (Linstone and Turroff, 2002), environmental management (Gokhale, 2001), medicine (Efstathiou et al, 2008; Keeney et al, 2001) and strategic management (Loo, 2002), while it is applied to select performance indicators in several fields (Ma et al, 2011)
The lack of CSR indicators for the telecommunication sector triggered the interest of authors to develop a system of CSR categories and indicators where each company could assess the CSR performance
Summary
The main motive for the integration of CSR standards by companies is firm’s survival, economic performance and competitive advantage (Mitchell et al, 1997; Werther and Chandler, 2005). Frankental (2001) mentions that “CSR is a vague and intangible term which can mean anything to anybody, and is effectively without meaning”. The main motive for the integration of CSR standards by companies is firm’s survival, economic performance and competitive advantage (Mitchell et al, 1997; Werther and Chandler, 2005). Carroll (2000) supports that CSR is a multi-construct model that companies should concentrate on multiple stakeholders and on one type based on “if we do less than this, we should not call it social performance”. There are four approaches in the measurement of CSR performance: corporate reputation indices, analysis of the contents of annual reports/publications, perceptual measurements which derive from questionnaire-based surveys and single-and multiple-issue indicators (Igalens and Gond, 2005; Turker, 2009; Maignan and Ferrell, 2000)
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