CSR crises from the consumers' perspective: a multidimensional typology and future research agenda

Purpose>The purpose of this paper is to develop a multidimensional corporate social responsibility (CSR) crisis typology from the consumers' perspective and to provide an agenda for future research.Design/methodology/approach>Basic content-related dimensions for characterizing CSR crises from the consumers' perspective are derived from a review of relevant static crisis typologies. Different types of consumer responses to negative CSR information are derived from various theoretical approaches. Dynamic process models of corporate crises are reviewed to assign various types of consumer responses to different crisis phases. Linking both static and dynamic approaches leads to a comprehensive consumer-oriented typology of CSR crises that is illustrated with examples.Findings>A CSR crises typology is developed based on three consumer-related dimensions: the extent to which the company is attributed blame by consumers;the amount of perceived damage potential;and the perceived CSR relevance of the crisis situation. The combination of these dimensions results in eight different crisis types. For each of these crisis types, different forms of consumer responses are assigned that prevail in the so-called potential, latent and manifest crisis phase.Research limitations/implications>Future research could address the empirical review of the crisis typology presented, its refinement by considering various consumer and stakeholder segmentation approaches and the advanced dynamic analysis of CSR crises by including stakeholder characteristics that impact the diffusion of CSR-related negative publicity.Practical implications>The results of this paper support early crisis detection and effective crisis management by identifying relevant target variables for crisis communication.Originality/value>The typology developed enables a broad spectrum of CSR crises to be classified, including those that have been neglected in previous systematization approaches, such as CSR-related tensions, general sustainability crises and product-harm crises. Due to its theoretical foundation, this paper also contributes to a clearer demarcation of existing CSR crisis constructs.

Corporate hypocrisy: an underappreciated concept of corporate social responsibility

Several decades after the appearance of the Social Responsibility (SR) construct, it continues to evolve. However, the authors continue to cover different aspects;during the health contingency due to COVID-19, SR has moved towards a business perspective with a feeling more human, more social, and more critical. From a global perspective, companies that fail to fulfill their social responsibilities have become a common phenomenon, giving way to what some authors call corporate hypocrisy. Given this scenario, this document aims to analyze and explain the relationship of hypocrisy perceived by human talent with Corporate Social Responsibility from an analytical and interpretive perspective. A descriptive analysis of border literature was used from different approaches, business lines, and countries, which converge in the same critical position of Social Responsibility between saying and doing. In this document, different views of authors are exposed who promote the benefits that are a flag of conviction to have the Social Responsibility approach;for this reason, it was necessary to analyze the counterpart with the points of view of other authors. It is concluded that corporate hypocrisy within the actions of Social Responsibility can only be avoided with consistent and permanent action by all interest groups that are part of the organization.