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1.
Current literature suggests that corporate social responsibility (CSR) can affect consumers’ attitudes towards an organization
and is regarded as a driver for reputation-building and fostering sustained consumer patronage. Although prior research has
addressed the direct influence of CSR on consumer responses, this research examined the mediating influence of consumer’s
perceived organizational motives within an NGO setting. Given the heightened public attention surrounding the 2008 Beijing
Olympic Games, data were collected from consumers of the Games to assess their perceptions of the International Olympic Committee’s
(IOC) socially responsible initiatives. We hypothesized that consumers of the Games were likely to cognitively elaborate on
CSR messages by way of three specific attribution effects derived from the literature. The results show that, contingent on
CSR awareness, consumers responded positively to social efforts judged to be values-driven and stakeholder-driven; and a negative
response was seen for efforts judged to be strategic. These attribution effects influenced various types of patronage and
perceived organizational reputation. 相似文献
2.
Prior research has found attributions to mediate the relationship between the elements of corporate social responsibility (CSR) activities and consumer responses to firms; however, the question of what variables determine consumer attributions of CSR remains partially unaddressed. This article analyzes why consumers make attributions of CSR that are either positive (values-driven or strategic motives), or negative (stakeholder-driven or egoistic motives). The results obtained from two empirical studies (n = 197, n = 222) indicate that company–cause fit, corporate ability, and interpersonal trust have a positive influence on the motives that consumers attribute to CSR, whereas corporate hypocrisy has a negative effect. This research contributes to our understanding of the psychological mechanisms underlying impactful consumer judgments and provides guidance for organizations in responding to such evaluations. 相似文献
3.
Corporate social responsibility (CSR) has grown on the corporate agenda and is at the heart of today’s corporate culture. While much research has examined CSR strategies and effects, the effects of post-crisis CSR communication have received relatively little academic attention. Therefore, this paper uses two experimental studies to examine several key contingency factors that influence consumers’ responses to post-crisis CSR initiatives. Results suggest that consumers demonstrate more favorable responses when a company launches a CSR initiative congruent with the crisis issue, or when the crisis is the result of an accident rather than a transgression. Further, the congruence between the crisis issue and the pre-crisis CSR initiative moderates the consistency effects between pre- and post-crisis initiatives. Such findings should be understood by considering the mediating role of corporate CSR motives’ consumer attributions, which was evidenced in this study. This study theoretically contributes to an improved understanding of the underlying mechanism of the post-crisis CSR information process and managerially contributes to the strategic development of effective post-crisis CSR initiatives given a particular situation. 相似文献
4.
Values,Authenticity, and Responsible Leadership 总被引:1,自引:0,他引:1
Of the many ethical corporate marketing practices, many firms use corporate social responsibility (CSR) communication to enhance
their corporate image. Yet, consumers, overwhelmed by these more or less well-founded CSR claims, often have trouble identifying
truly responsible firms. This confusion encourages ‘greenwashing’ and may make CSR initiatives less effective. On the basis
of attribution theory, this study investigates the role of independent sustainability ratings on consumers’ responses to companies’
CSR communication. Experimental results indicate the negative effect of a poor sustainability rating for corporate brand evaluations
in the case of CSR communication, because consumers infer less intrinsic motives by the brand. Sustainability ratings thus
could act to deter ‘greenwashing’ and encourage virtuous firms to persevere in their CSR practices. 相似文献
5.
Corporate social responsibility (CSR) research has focused often on the business returns of corporate social initiatives but less on their possible social returns. We study an actual company–consumer partnership CSR initiative promoting ecologically correct and conscious consumption of bottled mineral water. We conduct a survey on adult consumers to test the hypotheses that consumer skepticism toward the company–consumer partnership CSR initiative and the moral emotion of elevation mediate the relationship between company CSR motives perceived by consumers and consumer behavioral responses following this CSR initiative. Favorable consumer behavioral responses, in turn, relate positively to consumer support of other green products. The results provide scholars and managers with means of improving their understanding and handling of company–consumer partnership CSR initiatives. 相似文献
6.
Magdalena Öberseder Bodo B. Schlegelmilch Verena Gruber 《Journal of Business Ethics》2011,104(4):449-460
There is an unresolved paradox concerning the role of corporate social responsibility (CSR) in consumer behavior. On the one
hand, consumers demand more and more CSR information from corporations. On the other hand, research indicates a considerable
gap between consumers’ apparent interest in CSR and the limited role of CSR in purchase behavior. This article attempts to
shed light on this paradox by drawing on qualitative data from in-depth interviews. The findings show that the evaluation
of CSR initiatives is a complex and hierarchically structured process, during which consumers distinguish between core, central,
and peripheral factors. This article describes these factors in detail and explains the complexity of consumers’ assessment
of CSR. These insights then serve as a basis for discussing the theoretical and managerial implications of the research findings.
To this end, the article contributes to a better understanding of the role of CSR in consumption decisions. 相似文献
7.
This research explores how consumers respond to Corporate Social Responsibility (CSR) in China with a multiproduct, comparative
survey. Empirical results conclude that (1) Chinese consumers, who show a high level of awareness and trust of CSR, are more
likely to transform a good CSR record into positive corporate evaluation, product association, and purchase intention; (2)
Consumer responses to CSR vary across different product categories. Those firms selling experience products (vs. search and
credence products) are more likely to gain consumers’ positive product associations and purchase support through CSR practices;
and (3) The relationships between consumer demographics and their CSR responses are not linear, and those consumers with a
middle level of age and income would respond to CSR more positively. Managerial implications are provided. 相似文献
8.
In recent times, organizations have experienced consumer backlash as a result of decisions to support controversial causes.
To date, little research has attempted to explain consumers’ negative response as a function of religion. This study addresses
that gap in the literature and examines consumer religious commitment and Christian consumers’ conservative beliefs in the
United States as motivating factors for consumer activist behavior and boycott participation. Findings from a national sample
of 531 consumers suggest that consumers evaluate seller’s actions and form ethical judgments. These judgments are a major
explanatory variable in consumers’ voice complaints, third-party complaint intentions, and boycott intentions. 相似文献
9.
The lack of attention to sustainability, as a concept with multiple dimensions, has presented a developmental gap in green
marketing literature, sustainability, and marketing literature for decades. Based on the established premise of customer–corporate
(C–C) identification, in which consumers respond favorably to companies with corporate social responsibility initiatives that
they identify with, we propose that consumers would respond similarly to companies with sustainability initiatives. We postulate
that consumers care about protecting and preserving favorable economic environments (an economic dimension of sustainability)
as much as they care about natural environments. Thus, we investigate how two sustainability dimensions (i.e., environmental
and economic) and price can influence consumer responses. Using an experimental method, we demonstrate that consumers favor
sustainability in both dimensions by giving positive evaluations of the company and purchase intent. In addition, consumers
respond more negatively to poor company sustainability than to high company sustainability. In comparison, consumers respond
more negatively to the company’s poor commitment to caring for the environment than to the company’s poor commitment to economic
sustainability. We also find that consumers do not respond favorably to low prices when they have information about the firm’s
poor environmental sustainability. Finally, we find support for an interaction effect between consumer support for sustainability
and corporate sustainability; that is, consumers evaluate a company more favorably if the company shares the consumers’ social
causes. Overall, we conclude, from our empirical study, support for the idea that consumers do respond to multiple dimensions
of sustainability. 相似文献
10.
Jodie L. Ferguson Pam Scholder Ellen Gabriela Herrera Piscopo 《Journal of Business Ethics》2011,98(2):331-349
Times of crisis bring about increased demands on businesses as shortages, or unexpected but significant, business costs are
encountered. Passing on such costs to consumers is a challenge. When faced with a retail price increase, consumers may rely
on cues as to the motive behind the increase. Such cues can raise suspicion of alternative motive (e.g., taking advantage
of the consumer) affecting consumers’ judgments of price fairness. This research investigates two triggers of suspicion: salience
of alternative motives, and behavior judged to be out-of-character for the business. Results of the two studies within crisis
contexts indicate that suspicion is created when alternative motives are salient and when a retailer acts out-of-character.
Multiple group analyses revealed that suspicion induced negative affect and subsequent perceptions of price fairness. When
suspicion was present, more negative feelings toward the retailer and judgments of price unfairness resulted. 相似文献
11.
Assessing the Prerequisite of Successful CSR Implementation: Are Consumers Aware of CSR Initiatives?
As a reflection of the values and ethics of firms, corporate social responsibility (CSR) has received a large amount of research
attention over the last decade. A growing area of this research is the CSR–consumer relationship. Results of experimental
studies indicate that consumer attitudes and purchase intentions are influenced by CSR initiatives – if consumers are aware
of them. In order to create this awareness, business is increasingly turning to ‹pro-social’ marketing communications, but
such campaigns is met with scepticism and their effectiveness are therefore uncertain. Consequently, researchers in the field
(for example, Maignan, 2001; Mohr et al., 2001) have called for empirical studies to determine the level of actual consumer
awareness of CSR initiatives. This study examines the Australian banking sector, which engages in and promotes its CSR activities,
to help fill this gap. Results from our qualitative study with bank managers, and our quantitative study with consumers, indicate
low consumer CSR awareness levels. Consumer understanding of many of the social issues banks engage with is also low. While
CSR is effective in eliciting favourable consumer attitudes and behaviour in theory, CSR has not proven its general effectiveness
in the marketplace. The low consumer awareness of the various social issues in which firms engage with their CSR programs
suggests that firms may need to educate consumers, so they may better contextualise CSR initiatives communicated. However,
better context may amount to little if claimed CSR initiatives are perceived as inconsistent with other facets of the business
that reflect its values and ethics. 相似文献
12.
This research examines the relationship between consumer susceptibility to interpersonal influence and attributional sensitivity. It is hypothesized that consumer susceptibility to interpersonal influence is moderated by the level of attributional sensitivity. Across two studies, this hypothesis was supported. Individuals high in attributional sensitivity scored higher on various measures of consumer susceptibility to interpersonal influence than individuals low in attributional sensitivity. This suggests that consumers susceptible to the influence of others are more likely to purchase products that they perceive will lead others to make favorable attributions about them, and avoid purchasing products that they perceive will lead others to evaluate them negatively. © 1992 John Wiley & Sons, Inc. 相似文献
13.
Krist R. Swimberghe Dheeraj Sharma Laura Willis Flurry 《Journal of Business Ethics》2011,102(4):581-598
Religion is an important cultural and individual difference variable. Yet, despite its obvious importance in consumers’ lives,
religion in the United States has been under-researched. This study addresses that gap in the literature and investigates
the influence of consumer religion in the buyer–seller dyad. Specifically, this study examines the influence of consumer religious
commitment and a Christian consumer’s conservative beliefs in the United States on store loyalty when retailers make business
decisions which are potentially reli- gious objectionable. This study uses structural equation modeling and applies Anderson
and Gerbing’s (Psychol Bull 103(3):411–423, 1988) two-step approach to exam- ine data obtained from a national sample of 531 consumers. The results from this study suggest
that consumers evaluate seller’s actions and form ethical judgments. These judgments are a major explanatory variable in consumer
store loyalty intentions. 相似文献
14.
Perceptions of a firm’s stance on corporate social responsibility (CSR) are influenced by its corporate marketing efforts
including branding, reputation building, and communications. The current research examines CSR from the consumer’s perspective,
focusing on antecedents and consequences of perceived CSR. The findings strongly support the fact that particular cues, namely
perceived financial performance and perceived quality of ethics statements, influence perceived CSR which in turn impacts
perceptions of corporate reputation, consumer trust, and loyalty. Both consumer trust and loyalty were also found to reduce
the perceived risk that consumers experience in buying and using products. From these significant findings, we draw several
conclusions and implications, including the importance of enhancing firm focus toward its ethical commitment and long-term
reputation. 相似文献
15.
Rodolfo Vázquez-Casielles Ana Belén del Río-Lanza Ana María Díaz-Martín 《Marketing Letters》2007,18(4):249-264
The conceptual model developed in this paper for the airline industry examines the relationship between quality of past service
performance and consumers’ responses to service failures (causal attributions, emotions and satisfaction). The empirical results
obtained indicate that for those consumers with higher perceptions of quality the causes underlying service failures are seen
as less stable and less controllable by the firm than the causes identified by consumers with lower perceptions of quality.
Attributions about the failure not only influence satisfaction directly but also moderate the effect of quality on satisfaction.
We also analyse the mediating effect of negative emotions on the relationship between service failure attributions and consumer
satisfaction.
相似文献
Ana Belén del Río-LanzaEmail: |
16.
Andrea Vukovi Ljiljana Mileti Radmila ur
i Milica Ni
i 《Business ethics (Oxford, England)》2020,29(3):528-543
Questionnaire‐based consumer research was conducted in Serbia, as a country in a long post‐socialist transition. The focus was on consumers’ opinions of benefits and attitudes which motivate companies to act in a socially responsible way. Analysis resulted in a division of CSR motives into two main clusters: cluster I—stakeholder and value‐driven motives, and cluster II—egoistic motives, performance, and market‐driven motives. The division obviously concerned motives which were the socialist legacy (endogenous motives in cluster I), and motives imported from open market economies (exogenous motives in cluster II). Consumers’ perceptions are significantly different for endogenous and exogenous CSR motives. Exogenous motives are perceived as principal companies’ motives to practice CSR, but there are no significant correlations between the perception of these motives and consumers’ purchase decisions. Endogenous, value, and stakeholder‐driven motives are perceived in a significantly lower degree as CSR motivators with highly divided consumers’ opinions and female consumers rating them significantly higher. Consumers’ purchase decisions are in a statistically significant positive correlation with attribution of endogenous, value, and stakeholders’ needs‐driven motives. 相似文献
17.
While there is a significant amount of research investigating managerial ethical judgments, a limited amount examines consumer
judgments of unethical corporate behavior and its impact on the marketplace. This study examines how consumers’ commitment
to a company impacts not only their ethical judgment of corporate behavior but also the outcomes of that judgment. The authors
test hypotheses with data from 334 consumers and find that consumers’ level of commitment attenuates the level of perceived
fairness. More specifically, highly committed consumers may forgive companies for behaviors when perceived harm is low, but
become progressively dissatisfied as the level of perceived harm increases. Results of the study point to the importance of
considering ethical behavior from a consumer perspective. If corporate actions are perceived as unethical, the company stands
to lose favor with their most committed customers. Considering that more time, effort and investment is required to gain a
new customer as to retain an old, this study shows that engaging in behavior perceived as unethical by consumers risks alienating
the most committed customers. 相似文献
18.
Yelena Tsarenko 《Journal of Marketing Management》2013,29(17-18):1851-1877
AbstractIn this article we examine the interplay between the severity of a brand transgression, consumers’ prior awareness of the firm’s corporate social responsibility (CSR) initiatives, and the firm’s response (apology vs. apologia) on the rates of forgiveness among consumers. Results of two experiments show that consumers’ prior awareness of the firm’s CSR initiatives significantly differentiates apologia from apology, with the effect of apology on consumer forgiveness being more apparent when brand transgression severity is mild. Results also show that consumer forgiveness mediates the effect of brand transgression severity, firm response, and consumer awareness on repurchase intentions. In this way, the study enables managers to determine whether or not an apology or apologia will be sufficient to solicit consumer forgiveness, using information about the levels of awareness of CSR among consumers. 相似文献
19.
Detlev Zwick Janice Denegri-Knott Jonathan E. Schroeder 《Journal of Consumer Policy》2007,30(3):177-199
In this paper, it is argued that the connectivity of the networked market permits market participants to perceive causal relationships
between consumer behaviour and its effects on others. The thesis is put forward that the globally networked markets of the
information age give birth to new cognitive structures that underlie consumers’ novel sense of responsibility, aid the re-orientation
of consumers’ self-interest, and inculcate in consumers what historian Thomas Haskell calls humanitarian sensibility. Drawing
from interviews with individual online investors, a model of the market is presented that posits the market as a source of social consciousness and moral decision-making. Furthermore, it is illustrated that individual online investors often
incorporate such sensibilities into their consumer decision-making. Based on these results, the authors propose a corrective
to the current trend among economists, social scientists and consumer researchers to conceive of the market as a threat to
consumer autonomy, social and moral responsibility and an enlightened citizenry. Instead, it is asserted that the market has
many faces, one of which, specifically the globally networked market, provides possibilities to recognize and perform consumption
as a critical, moral and socially conscious political act. 相似文献
20.
This study investigates the efficacy of three corporate social responsibility (CSR) initiatives—sponsorship, cause-related
marketing (CRM), and philanthropy—on consumer–company identification (C–C identification) and brand attitude and, in turn,
consumer citizenship behaviors. CSR reputation is proposed as the moderating variable that affects the relationship between
CSR initiatives, C–C identification, and brand attitude. A conceptual model that integrates the hypothesized relationships
and the moderating effect of CSR reputation is used to frame the study. Using a between-subjects factorial designed experiment,
the results showed that all three CSR initiatives have a significant effect on C–C identification and brand attitude. The
level of that influence, however, varied according to a firm’s CSR reputation. Managerial implications of these findings are
also discussed. 相似文献