How corporate social responsibility (CSR) saves a company: The role of gratitude in buffering vindictive consumer behavior from product failures

Kim, Junghyun; Park, Taehoon

doi:10.1016/j.jbusres.2020.06.024

Cited by 57 publications

(32 citation statements)

References 78 publications

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“…In doing so, we linked the studies with the transactional theory of stress and coping and argued that consumers' perceptions of CSR of e-commerce can be viewed as an effective concept for reducing consumers' negative responses and highlighted the role of attributions of responsibility. From this perspective, our ndings provide further evidence supporting that CSR is a more effective buffer when it comes to the consumer's point of view (Joireman et al, 2015;Kim & Park, 2020;Lii et al, 2018).…”

Section: Discussionsupporting

confidence: 59%

Exploring consumers’ perceptions of corporate social responsibility and negative responses to e-commerce service failures: A stress and coping perspective

Zeng¹,

Yu²,

2022

Preprint

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The current study investigates whether consumers’ perceptions of corporate social responsibility (CSR) reduces their negative responses to e-commerce service failures through applying the transactional theory of stress and coping. The data are collected from 297 student consumers through a self-administered questionnaire. Results showed that consumers’ perceptions of CSR negatively influenced their attributions of responsibility for experiencing e-commerce service failures. The attributions of responsibility negatively influenced the feelings of guilt but positively influenced the feelings of regret. Guilt is negatively related to behaviors of engaging in negative word-of-mouth and reducing dependence on platforms, while regret is positively related to these consumers’ behaviors. The current study contributes to the existing literature by expanding our understanding of relationships among perceptions of CSR, attributions of responsibility, negative emotions and responses. Yet our study provides theoretical support for improving CSR strategies and policies in the field of e-commerce.

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Section: Discussionsupporting

confidence: 59%

Exploring consumers’ perceptions of corporate social responsibility and negative responses to e-commerce service failures: A stress and coping perspective

Zeng¹,

Yu²,

2022

Preprint

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“…In addition, socially responsible consumers display ethical and altruistic behavior, derived from the responsible purchases they make from sustainable companies, which in turn positively affect their purchase intentions and the level of satisfaction [79,80]. Therefore, when these consumers have negative experiences with their online purchases, their recommendations to other potential consumers become a key factor in their purchase intentions and satisfaction levels [25,81]. However, other studies associating the level of satisfaction with responsible online buyers were derived from behaviors related to fear and religiosity, practices that lead them to be environmentally friendly and responsible individuals [82].…”

Section: Socially Responsible Buyers Panic Buyers and The Level Of Satisfactionmentioning

confidence: 99%

Online Buyers and Open Innovation: Security, Experience, and Satisfaction

Valdez-Juárez

Gallardo‐Vázquez

Ramos-Escobar

2021

Journal of Open Innovation: Technology, Market, and Complexity

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The topic of consumer behavior in a social context is important due to its influence on the behaviors and attitudes of individuals. New online business models are adopting open innovation practices focused on improving their sales channels through their technological capacity. In this paper, we analyze the purchase intentions in a business context to identify consumer needs through the proper purchase decision process. We must also observe the internal and external factors that influence consumer behavior. More exactly, electronic commerce is facing challenges and opportunities manifested by online consumers, such as design, security, trust, risk, uncertainty, and satisfaction with online purchases. Many external factors (economic, political, social, environmental, and health) influence buyers’ intentions and behaviors. The objectives of this study are to (1) determine the influence of the security level of websites on purchasing behaviors (socially responsible and panic buyers), (2) determine the effect of website security on consumer satisfaction, (3) determine the effect of buyers (socially responsible and panic buyers) on the level of satisfaction, and (4) examine if the buyer experience has a moderating effect between the variables (socially responsible and panic buyers) and the dependent variable (customer satisfaction). We focus on a sample of 663 socially responsible online buyers and panic buyers from the Sonora, Baja California, and Sinaloa regions in Mexico. Data were collected from the months of April to August 2020, and an online questionnaire was used address to each of the residents of these regions aged between 20 and 55 and who were economically active. The data were analyzed using the structural equation model–partial least squares (SEM-PLS) model based on variance. The findings show that website security has significant positive effects on socially responsible buyers, panic buyers, and the level of customer satisfaction. Socially responsible buyers also have positive effects on customer satisfaction. However, the relationship between panic buyers and customer satisfaction is not supported. Related to a moderation analysis, that the buyer experience has a significant effect on the relationship between socially responsible online buyers and the level of satisfaction. Conversely, we find empirical evidence of the buyer experience having no significant effect between panic buyers and customer satisfaction. Our findings contribute to the development of various theories: the theory of behavioral reasoning (BRT), social identity theory (SIT), and the technological adaptation model (TAM). From an academic point of view, the findings are positive and encouraging, contributing to the literature on the e-commerce, behaviors, and attitudes of purchase intentions of individuals. Our work is incorporated into the existing literature on purchase intention and virtual business models, whose characteristics need to continue to be outlined, constituting a popular business model in recent years.

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“…Studies also found a positive relationship between customer loyalty and corporate credibility (Ghaderi et al, 2019; Iglesias et al, 2019b). The feelings of intimacy about a particular organization are a bridge toward credibility (Kim & Park, 2020). The assessment of credibility is done through emotions or rationales related to an entity.…”

Section: Literature Review and Development Of Hypothesesmentioning

confidence: 99%

Connecting Corporate Social Responsibility (CSR) to Customer Loyalty: A Mediation Analysis in Hoteling Industry of Pakistan

Shah

Jan

2021

Sage Open

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This study examines the role of Corporate Social Responsibility (CSR) in enhancing customer loyalty by exploring direct and mediating effects of trust, credibility, and word of mouth. Cross-sectional data of 463 respondents was taken from Pakistan using an online survey because of the limitations of covid19. Hypotheses were tested using SmartPLS-3. Findings of the study revealed that CSR has affected customer loyalty significantly and positively. The mediating role of trust was found insignificant. Credibility and word of mouth were found as significant mediating variables in the linkage between CSR and Customer Loyalty. This study has provided a direction for the hoteling industry to incorporate CSR activities in their operation for gaining customer loyalty using empirical analysis. In this regard, this paper makes a significant contribution to the existing literature regarding the connections between CSR and customer loyalty with the help of trust, credibility, and word of mouth as mediators, which are not tested empirically in the existing literature.

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How corporate social responsibility (CSR) saves a company: The role of gratitude in buffering vindictive consumer behavior from product failures

Cited by 57 publications

References 78 publications

Exploring consumers’ perceptions of corporate social responsibility and negative responses to e-commerce service failures: A stress and coping perspective

Exploring consumers’ perceptions of corporate social responsibility and negative responses to e-commerce service failures: A stress and coping perspective

Online Buyers and Open Innovation: Security, Experience, and Satisfaction

Connecting Corporate Social Responsibility (CSR) to Customer Loyalty: A Mediation Analysis in Hoteling Industry of Pakistan

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