A Literature Review on Trust and Corporate Image in Enhancing Sustainable Sales through Customer Satisfaction

DOI

10.2991/978-94-6239-709-5_4How to use a DOI?

Keywords

Trust; Corporate Image; Customer Satisfaction; CSR; ESG; Loyalty

Abstract

In the current era of sustainability-driven business practices, customer trust and corporate image have emerged as strategic relational assets that influence long-term customer loyalty and sustainable sales performance. This study systematically reviews recent literature that explores the interconnected roles of trust, corporate image, and customer satisfaction in shaping customer loyalty. Employing a Systematic Literature Review (SLR) method, this research analyzes fifteen peer-reviewed articles published between 2019 and 2025, sourced from academic databases such as Scopus, Web of Science, Elsevier, Taylor & Francis, IEEE, and MDPI. The findings reveal that CSR and ESG initiatives enhance trust and corporate image, which in turn significantly influence customer satisfaction and loyalty across diverse sectors including banking, hospitality, retail, consumer goods, and environmental services. Customer satisfaction consistently mediates the relationship between CSR/ESG and loyalty, validating the theoretical model grounded in Social Exchange Theory, Signaling Theory, and Relationship Marketing Theory. The results underscore the importance of building relational capital through responsible business practices to achieve sustainable sales outcomes. This review contributes both theoretical insights and managerial implications for companies seeking to align customer engagement with long-term sustainability goals.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Eka Masryawati
AU  - Andi Ratna Sari Dewi
PY  - 2026
DA  - 2026/06/20
TI  - A Literature Review on Trust and Corporate Image in Enhancing Sustainable Sales through Customer Satisfaction
BT  - Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
PB  - Atlantis Press
SP  - 34
EP  - 48
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-709-5_4
DO  - 10.2991/978-94-6239-709-5_4
ID  - Masryawati2026
ER  -