Following Churchill’s (1979) famous paper on scale development, together with the
authors’ direct experience in the industry, 15 socially responsible activities appropriate
to Thai retail banking were identified and tested to ensure their representation of the
economic, ethical and philanthropic dimensions of a CSR framework. Instead of relying
on consumers’ recall of a bank’s socially responsible activities, respondents were asked
to indicate their levels of expectation of different CSR activities to be engaged by their
main bank. The question asked is “What are your expectations for your bank’s engagement in the following social activities?”. A high score indicates a strong
expectation that the bank should engage in a particular type of CSR activity (5 1⁄4 very high expectation). The CSR expectation scores are proxies for what might happen if a bank already used these CSR activities as elements of its corporate strategic plan.