Examining the effectiveness of using CSR communication in apology statements after bad publicity
Corporate Communications: An International Journal
ISSN: 1356-3289
Article publication date: 25 May 2018
Issue publication date: 19 June 2018
Abstract
Purpose
The purpose of this paper is to contribute to understanding the effects of framing apology statements with corporate social responsibility (CSR) communications after a company has suffered negative publicity. Specifically, this study examined the role of CSR fit on consumers’ skepticism toward the apology statement and attitude toward the company compared to a no-CSR message condition. In addition, the study also analyzed the interaction effects between CSR fit and history on skepticism toward the apology statement and attitude toward the company.
Design/methodology/approach
A 2 (CSR fit: high or low) × 2 (CSR history: long or short) between-subject design was employed to examine the hypotheses. In addition, a no-CSR message group without any mention of CSR activities was included. To test the hypothesized constructs of main interest (i.e. CSR fit and CSR history) and incremental validity in the same set of model equations, this study used a hierarchical regression approach.
Findings
The high CSR fit condition led to less skepticism toward the apology statement and a more positive attitude toward the company than the no-CSR message condition did. The low CSR fit condition, in contrast, led to more skepticism toward the apology statement and a less positive attitude toward the company than the no-CSR message condition did. In addition, the results showed that the interaction effects between CSR fit and history will predict skepticism toward the apology statement and attitude toward the company.
Originality/value
There is little research on the effectiveness of high (congruent) and low (incongruent) CSR fit compared to a no-CSR message condition. To address this gap, this paper compared the effectiveness of the two conditions to a no-CSR condition.
Keywords
Citation
Chung, A. (2018), "Examining the effectiveness of using CSR communication in apology statements after bad publicity", Corporate Communications: An International Journal, Vol. 23 No. 3, pp. 357-376. https://doi.org/10.1108/CCIJ-06-2017-0055
Publisher
:Emerald Publishing Limited
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