The Impact of Business Ethics and Social Responsibility on Customer Perceived Value: The Mediating Role of Public Relations Management

Abstract

This study examined the impact of business ethics and social responsibility on customer perceived value in Jordan, with public relations management as a mediator. The research was conducted on the customers of the 100 top companies on the Amman Stock Exchange involving 461 respondents. The study adopted a quantitative cross-sectional research design in which participants responded to questionnaires administered through links sent to their emails. This study found that business ethics have a positive association with social responsibility, public relation management and customer perceived value. Business ethics and social responsibility were revealed to be mediated by public relations management on the customer perceived value. It has managerial implications as far as the integration of ethical considerations, social responsibility, and public relations for bolstering customer value is concerned. Thus, it adds value to the existing body of knowledge by presenting factual evidence of such relationships in the Jordanian environment, which would be helpful for companies operating in culturally similar settings. The novelty of the research is in the elaboration and discussion of these constructs and their relationships in the context of the Middle Eastern business environment while recognizing the existing research limitations.