European Journal of Service Management

The article aims at responding to the following research question: do the undertakings in the area of corporate social responsibility (CSR) play a role in enhancing the desired image features of the analysed service provider’s brand, and if yes, what does this role consist in ? The decision to focus the attention on this particular subject has been motivated by the significance of corporate responsibility of today’s service organizations, and the awareness that in their decision processes people are guided by the service provider’s brand image. It is important therefore to increase understanding of methodological activities undertaken by a service organization in pursuit of its desired brand image, and of possibilities to attain this goal by means of CSR undertakings. The methodology of conducted research spanned the diagnosis of the actual state of knowledge in the analysed area, review of available results of research, own research using the case study method, and meta-analysis of the Internet sources of information on the Orange CSR activities. The analysed operator is socially responsible and has a well-considered strategy in this area. Methodical Orange CSR actions form a clear support for the creation of a strong socially responsible brand and enhances its positive image. In current market conditions the effective creating of brand image of a service organization seems to be determined by appropriate activities in the field of corporate social responsibility. The obtained results might be used to develop knowledge in the field of brand management of a service organization or by involved stakeholders from the service sector.