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Full-Text Articles in Business Law, Public Responsibility, and Ethics
Csr Initiatives Mitigate Negative Reactions To Service Failures When Customers Share The Firm’S Values, Jeff Joireman, Dustin Smith, Richie L. Liu, Jonathan Arthurs
Csr Initiatives Mitigate Negative Reactions To Service Failures When Customers Share The Firm’S Values, Jeff Joireman, Dustin Smith, Richie L. Liu, Jonathan Arthurs
Academic Conference on Good Business
The present paper investigates whether corporate social responsibility (CSR) promotes positive responses to service failures among value-aligned customers. Study 1 finds that customers are less likely to experience anger and spread negative word of mouth following a service failure when a firm engages in high (donating 15% of profits to environmental conservation) but not low levels of environmental CSR (donating 2% of profits), but only if customers are high in environmental concern. Study 2 explores the benefits of CSR policies targeting a broader range of beneficiaries and CSR policies offering customers choice over the firm’s CSR allocations. Results demonstrate that, …
Informative Advertising And The Global Csr Initiatives, Shawn Pope
Informative Advertising And The Global Csr Initiatives, Shawn Pope
Academic Conference on Good Business
Both academics and the general public suspect a relationship between advertising and corporate social responsibility (CSR). The quantitative research thus far addresses only whether advertising precedes CSR practices, on the basis that advertisers use CSR as yet another tool for building the corporate brand. Findings have been inconclusive. This paper, rather, builds the “informative advertising” hypothesis, the idea advertising follows CSR practices, as firms attempt to publicize their good deeds. The global CSR initiatives are the case for analysis, namely the Global Compact, Global Reporting Initiative, and Carbon Disclosure Project. Results from this paper fail to support the informative advertising …