CSR commitments, perceptions of hypocrisy, and recovery
Dustin Smith and Eric Rhiney
This paper examines perceived hypocrisy when a failure is aligned with prior social performance. It is hypothesized that commitment to a CSR domain creates greater performance expectations thus exacerbating the effects when an aligned failure occurs. Study 1 demonstrates that failure alignment and severity increase perceived hypocrisy which negatively impacts customer evaluations of trust, repurchase intent, and brand attitude. Study 2 evaluates two response strategies of apology and compensation vs. no response. An apology significantly reduced perceptions of hypocrisy only when the failure was unaligned with prior CSR. Compensation significantly reduced hypocrisy in both the unaligned and aligned conditions
Year of publication: |
2020
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Authors: | Smith, Dustin R. ; Rhiney, Eric |
Published in: |
International journal of corporate social responsibility : CSR, sustainabilitiy, ethics and governance. - [Cham] : Springer International Publishing, ISSN 2366-0074, ZDB-ID 2861144-5. - Vol. 5.2020, 1/1, p. 1-12
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Subject: | Corporate social responsibility | Corporate hypocrisy | Reputation recovery | Corporate Social Responsibility | Reputation | Firmenimage | Corporate reputation | Öffentlichkeitsarbeit | Public relations |
Saved in:
freely available
Type of publication: | Article |
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Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Other identifiers: | 10.1186/s40991-019-0046-7 [DOI] hdl:10419/297658 [Handle] |
Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012263033
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