Corporate social responsibility (CSR) image positively affects customer outcomes. Despite researchers’ interest in the investigation of company favoring outcomes still, there is a need to further examine the psychological mechanisms that generate these outcomes. Customer engagement (CE) is a state of mind that drives customer behavior. The role of CE has been fully ignored in CSR literature. We suggest that CSR engenders CE and examine the mediating role of CE between CSR and behavioral outcomes. A survey of 455 customers of banking services in Pakistan provided empirical evidence for hypothesis testing. Structural equation modeling was used to analyze the data. We find that CSR image induces CE that gives rise to behavioral responses i.e., customer loyalty, word-of-mouth (WOM) and customer feedback. This is the first study to examine the impact of CSR on customer feedback and to investigate the mediating role of CE.

Purpose: The purpose of this paper is to investigate the mediating role of psychological empowerment in the relationship between ethical leadership and employee work engagement as well as the moderating effect of power distance orientation.Design/methodology/approach: With a multi-wave survey, this paper uses a sample of 251 employees from the banking sector in Pakistan to test the hypotheses.Findings: The results reveal that psychological empowerment partially mediates the relationship between ethical leadership and employee work engagement. Besides, power distance orientation mitigates the positive relationship between ethical leadership and psychological empowerment as well as the indirect effect of ethical leadership on employee work engagement via psychological empowerment.Originality/value: This study contributes to the existing ethical leadership literature by identifying psychological empowerment as an additional mediator and power distance orientation as a boundary condition, in the relationship between ethical leadership and employee work engagement.