Based on empirical results involving 237 frontline service employees (FSEs) of a South Korean insurance company, this study reveals how FSEs’ views of their company’s corporate social responsibility (CSR) performance impact both their customer orientation and self-efficacy of their work. This marks the first study to demonstrate how the psychological mechanisms of CSR vary by stakeholder perspectives. CSR initiatives aimed at internal stakeholders (i.e., employees) made a stronger impact on FSEs’ beliefs to successfully perform their jobs. CSR initiatives directed at helping charitable organizations and other groups of external stakeholders were shown to strengthen FSEs’ customer orientation. Strengthening FSEs’ levels of empathy and self-efficacy diminish their revenge intentions in response to dysfunctional customer behavior.

中文翻译：

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企业社会责任如何作为应对不良客户行为的预防机制

基于涉及韩国一家保险公司的237名一线服务员工（FSE）的实证结果，本研究揭示了FSE对他们公司的企业社会责任（CSR）绩效的看法如何影响他们的客户导向和工作自我效能。这标志着第一项研究表明，从利益相关者的角度来看，企业社会责任的心理机制是如何变化的。针对内部利益相关者（即员工）的企业社会责任举措对FSE成功完成工作的信念产生了更大的影响。旨在帮助慈善组织和其他外部利益相关者团体的企业社会责任举措被证明可以加强FSE的客户导向。增强FSE的同理心和自我效能感水平可以减少因客户行为失常而引起的复仇意图。