What Metrics and Frameworks Best Calculate the ROI of Corporate Social Responsibility Activities in the Services Industry?

Abstract

Studies suggest that investment in CSR activities can increase product and company credibility, improve employee retention and attraction, and help cultivate customer relationships. Multiple measurement tools and scorecards have been developed to capture how corporate citizenship differentiates a firm economically. To explain which qualitative variables should be quantified, the methodologies of three metrics and frameworks are compared to assess which metrics provide the most accurate cost-benefit analysis on CSR activities.