A Delphi Study to Identify Corporate Social Responsibility Indicators: The Case of Greek Telecommunication Sector

Grigoris Giannarakis, Nikolaos Litinas, Ioannis Theotokas


The Telecommunication sector deals with numerous social and operational challenges such as technological development, increased demand for telecommunication services, health concerns and environment protection. The aim of this paper is to identify both general and sector-specific indicators in order to measure the Corporate Social Responsibility (CSR) performance. The Telecommunication sector has analyzed and identified the main stakeholders that affect and are affected by business operations. Six main stakeholders, namely suppliers, customers, corporate governance, environment, society and human resources and forty three indicators are indentified concentrating on the Greek market with the use of Delphi technique. Additionally, the study presents a specific formula for each indicator so as to measure CSR performance in specific terms. The contribution of the study is to formulate an aggregate CSR index and translate CSR concerns into specific indicators and to recommend a methodology in order to propose indicators applicable to any sector.

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DOI: https://doi.org/10.5539/jsd.v4n2p16

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