Economics at your fingertips  

CSR commitments, perceptions of hypocrisy, and recovery

Dustin Smith () and Eric Rhiney ()
Additional contact information
Dustin Smith: Webster University
Eric Rhiney: Webster University

International Journal of Corporate Social Responsibility, 2020, vol. 5, issue 1, 1-12

Abstract: Abstract 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.

Keywords: Corporate social responsibility; Corporate hypocrisy; Reputation recovery (search for similar items in EconPapers)
Date: 2020
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (5) Track citations by RSS feed

Downloads: (external link) Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link:

Ordering information: This journal article can be ordered from

DOI: 10.1186/s40991-019-0046-7

Access Statistics for this article

International Journal of Corporate Social Responsibility is currently edited by René Schmidpeter and Samuel O. Idowu

More articles in International Journal of Corporate Social Responsibility from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().

Page updated 2023-05-18
Handle: RePEc:spr:ijocsr:v:5:y:2020:i:1:d:10.1186_s40991-019-0046-7