A transformative approach to corporate social responsibility: an antidote to corporate hypocrisy

Losada-Otálora, Mauricio; Alkire, Linda

doi:10.1080/02642069.2019.1655000

Cited by 27 publications

(19 citation statements)

References 98 publications

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“…Regarding customer participation, for instance, there is a paper by Mainardes et al (2017) that looks at factors favoring customer co-creation in the Brazilian banking sector. Regarding CSR, for instance, Losada-Otálora and Alkire (2021) find that when CSR- related activities positively affect the well-being of customers, it is less likely that they judge the firm's CSR activity to be hypocritical.…”

Section: Resultsmentioning

confidence: 99%

Key themes in consumer financial services research from 2000 to 2020: a bibliometric and science mapping analysis

Collado

Salgado-Sequeiros

Gómez‐Rico

et al. 2021

IJBM

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PurposeThe paper aims to identify the major research themes in consumer financial services between 2000 and 2020, their relative magnitude and interrelationship, to identify which themes have been most influential and to map the evolution of the field and identify emerging and under-researched themes that are promising for future research.Design/methodology/approachThe core methodology is bibliometric analysis based on keyword co-occurrences. A total of 1,227 articles extracted from the Social Science Citation Index, Emerging Sources Citation Index and Scopus are used in the analysis. Key outputs of the SciMAT software are the research themes, and graphical outputs are called science mapping (evolution of the themes over time), strategic diagrams (visual representation of themes in a 2 × 2 grid) and cluster networks (themes and connected themes based on keyword co-occurrences).FindingsThe findings show that customer satisfaction, innovation, corporate social responsibility (CSR), Internet and consumer acceptance were the main so-called motor themes in the study period. Furthermore, five areas for further research are identified and discussed: Issues related to technology; marketing and consumer behavior; markets and industry; product and service development; and branding.Research limitations/implicationsBibliometric research allows the researcher to process large volumes of articles covering a broad scope, leading to rich and insightful results. However, for greater detail and nuance, the authors recommend supplementing the results of this study with a more focused and thorough qualitative literature review for each theme of interest.Originality/valueBibliometric analysis is under-used in management research. The authors are not aware of similar recent work in consumer financial services. The main value of this paper lies in knowledge dissemination to a wider audience (including practitioners and researchers in adjacent areas) and providing a rigorous platform for identifying future research opportunities.

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Section: Resultsmentioning

confidence: 99%

Key themes in consumer financial services research from 2000 to 2020: a bibliometric and science mapping analysis

Collado

Salgado-Sequeiros

Gómez‐Rico

et al. 2021

IJBM

View full text Add to dashboard Cite

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“…Russell-Bennett et al , 2019), corporate social responsibility (e.g. Losada-Otálora and Alkire, 2019), public policy and sociology, to address and solve the global challenges in an efficient and effective way. In addition, researchers should consider the value of collaboration across research and practice.…”

Section: Discussionmentioning

confidence: 99%

Transformative service research, service design, and social entrepreneurship

Alkire

Mooney

Gur

et al. 2019

JOSM

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Purpose The purpose of this paper is to provide an interdisciplinary framework bridging service design and social entrepreneurship with transformative service research (TSR) to create greater synergetic effects to advance wellbeing and drive social impact. Design/methodology/approach This research provides an interdisciplinary review and synthesis of literature to establish a basis for a conceptual framework advancing human wellbeing and driving social impact. Findings The overarching framework created incorporates various concepts, methods and tools across the three research domains. At the core of the framework is the ultimate goal of multilevel wellbeing and social impact. The core is subsequently supported by established social entrepreneurship concepts and strategies: prosocial motivation, hybrid identity, social bricolage, entrepreneurial thinking, community engagement, business model design and innovative delivery. The implementation of these concepts could benefit from the methods and tools used in service design, such as: design probes, service blueprints, appreciative inquiry, contextual interviews, actor maps, sustainable business model canvas and service prototyping. Practical implications The paper uses the refugee crisis as an illustrative example of how the proposed framework can be put into action by service organizations. Originality/value By bridging literature in TSR, service design and social entrepreneurship, this paper provides service managers with a framework to guide scalable systemic solutions for service organizations interested in advancing human wellbeing and driving social impact.

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“…Corporate hypocrisy was measured with five items derived from Hur et al (2016) and Wagner et al 's (2009) scale, which has frequently been used in past studies (e.g. Arli et al , 2017; Losada-Otálora and Alkire, 2019; Miao and Zhou, 2020; Zhang et al , 2020). In line with the study by Hur et al .…”

Section: Methodsmentioning

confidence: 99%

Customer reactions to bank hypocrisy: the moderating role of customer–company identification and brand equity

Hur

Kim

2020

IJBM

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PurposeThe purpose of this study was to investigate the effect of perceived corporate hypocrisy on customer mistreatment behaviors within the banking industry and the moderating effects of customer–company identification (CCI) and brand equity on the hypocrisy-mistreatment behavior relationship.Design/methodology/approachUsing multistage sampling, 567 South Korean banking service users participated in an online survey. Structural equation modeling (confirmatory factor analysis) and hierarchical regression analysis were used to analyze the data.FindingsPerceived corporate hypocrisy was positively related to customer mistreatment behaviors. CCI and brand equity differentially moderated the positive relationship between perceived corporate hypocrisy and customer mistreatment behaviors. Specifically, CCI and brand equity strengthened and weakened the positive relationship between perceived corporate hypocrisy and customer mistreatment behaviors, respectively.Practical implicationsMarketers and banking service managers should pay careful attention to customer evaluations of their social activities and communication about the ethical values and actions of their firms. Since CCI and brand equity have contrasting moderating effects on the corporate hypocrisy-aggressive behavior relationship, marketers should devise different strategies to manage the adverse effects of such corporate crises on company-identified and brand-committed customers. For example, managers should focus on customers who actively express their deep sense of disappointment or profound anger in response to corporate hypocrisy (e.g. those with high levels of CCI) because they are likely to exhibit aggressive behaviors toward the company or its employees. Managers need to devise customized relationship-recovery strategies for such customers (e.g. forging a personal connection between the customer and service provider).Originality/valueThe present findings delineate the adverse effects of perceived corporate hypocrisy on customer behaviors and the moderating effect of customer relationship quality on the corporate hypocrisy-mistreatment behavior relationship within the banking industry.

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A transformative approach to corporate social responsibility: an antidote to corporate hypocrisy

Cited by 27 publications

References 98 publications

Key themes in consumer financial services research from 2000 to 2020: a bibliometric and science mapping analysis

Key themes in consumer financial services research from 2000 to 2020: a bibliometric and science mapping analysis

Transformative service research, service design, and social entrepreneurship

Customer reactions to bank hypocrisy: the moderating role of customer–company identification and brand equity

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