Corporate social responsibility and hospital brand advocacy

Abstract

PurposeThis study aims to examine relationships between corporate social responsibility (CSR) toward two key stakeholder groups – patients and society and hospital brand advocacy, and the mediating role of trust and patient-hospital identification (PHI) and the moderating role of hospital type on these associations.Design/methodology/approachThe sample of 455 hospital patients was surveyed in Vietnam.FindingsThe results suggest that both CSR toward society and patients are positively related to brand advocacy. The influence of CSR toward patients on brand advocacy was stronger for private hospitals than public hospitals. Trust and PHI independently and partially mediate relationships between both stakeholder groups of CSR and brand advocacy with the exception of the trust, which fully mediates the relationship between CSR toward society and brand advocacy. Trust and PHI serve as serial mediators.Practical implicationsHospitals can promote patients’ organic word of mouth through CSR initiatives and focusing on the reliability, safety and quality of care.Originality/valueThis study examines the mediation effects of trust and PHI and moderating role of hospital type in the relationships between two components of CSR effort and hospital brand advocacy.