Table 7 Summary of the results of the... | Emerald Publishing

Table 7

Summary of the results of the structural model

Hyp		Load	t-value	Result
1	CSR towards society → Emotions associated with service	0.183	4.500*	Supported
2	CSR towards customer → Emotions associated with service	0.832	6.903*	Supported
3	Emotions associated with service → Outcome quality	0.984	7.306*	Supported
4	Outcome quality → Customer satisfaction	0.845	25.873*	Supported
5	Outcome quality → Customer trust	0.909	22.694*	Supported
6	Customer satisfaction → Customer engagement	0.310	6.242*	Supported
7	Customer trust → Customer engagement	0.405	8.002*	Supported
		Total effects		Indirect effects

Hyp		Load	t-value	Result
1	CSR towards society → Emotions associated with service	0.183	4.500*	Supported
2	CSR towards customer → Emotions associated with service	0.832	6.903*	Supported
3	Emotions associated with service → Outcome quality	0.984	7.306*	Supported
4	Outcome quality → Customer satisfaction	0.845	25.873*	Supported
5	Outcome quality → Customer trust	0.909	22.694*	Supported
6	Customer satisfaction → Customer engagement	0.310	6.242*	Supported
7	Customer trust → Customer engagement	0.405	8.002*	Supported
		Total effects		Indirect effects

Path		Load	t-value	Load	t-value
8	CSR towards society → Outcome quality	0.180	5.629*	0.180	5.629*
9	CSR towards society → Customer satisfaction	0.152	5.644*	0.152	5.644*
10	CSR towards society → Customer trust	0.163	5.465*	0.163	5.465*
11	CSR towards society → Customer engagement	0.113	5.740*	0.113	5.740*
12	CSR towards customer → Outcome quality	0.818	5.288*	0.818	5.288*
13	CSR towards customer → Customer satisfaction	0.691	5.276*	0.691	5.276*
14	CSR towards customer → Customer trust	0.743	5.437*	0.743	5.437*
15	CSR towards customer → Customer engagement	0.515	5.201*	0.515	5.201*
16	Emotions associated with service → Customer satisfaction	0.831	7.273*	0.831	7.273*
17	Emotions associated with service → Customer trust	0.894	7.714*	0.894	7.714*
18	Emotions associated with service → Customer engagement	0.620	7.081*	0.620	7.081*
19	Outcome quality → Customer engagement	0.630	17.491*	0.630	17.491*

Path		Load	t-value	Load	t-value
8	CSR towards society → Outcome quality	0.180	5.629*	0.180	5.629*
9	CSR towards society → Customer satisfaction	0.152	5.644*	0.152	5.644*
10	CSR towards society → Customer trust	0.163	5.465*	0.163	5.465*
11	CSR towards society → Customer engagement	0.113	5.740*	0.113	5.740*
12	CSR towards customer → Outcome quality	0.818	5.288*	0.818	5.288*
13	CSR towards customer → Customer satisfaction	0.691	5.276*	0.691	5.276*
14	CSR towards customer → Customer trust	0.743	5.437*	0.743	5.437*
15	CSR towards customer → Customer engagement	0.515	5.201*	0.515	5.201*
16	Emotions associated with service → Customer satisfaction	0.831	7.273*	0.831	7.273*
17	Emotions associated with service → Customer trust	0.894	7.714*	0.894	7.714*
18	Emotions associated with service → Customer engagement	0.620	7.081*	0.620	7.081*
19	Outcome quality → Customer engagement	0.630	17.491*	0.630	17.491*

Note(s): Fit of the model: χ²/df = 631.141/274 = 2.303; NFI = 0.959; NNFI = 0.968; IFI = 0.973; CFI = 0.973; SRMR = 0.045; RMSEA = 0.042

*p < 0.001

Source(s): Authors own creation