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How Temporal Order of Inconsistent CSR Information Affects Consumer Perceptions?

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  • Juhua Xu

    (Department of Media and Communication, Sungkyunkwan University, Seoul 03063, Korea)

  • Eun-Kyoung Han

    (Department of Media and Communication, Sungkyunkwan University, Seoul 03063, Korea)

Abstract

What happens first between a corporate social responsibility (CSR) communication and a crisis can result in different levels of perceived cognitive dissonance and corporate hypocrisy depending on whether there is information inconsistency between the CSR communication and the crisis. This paper presents the findings from an experimental study and an online survey conducted and administered to investigate the contingency influence on consumer perceptions in response to inconsistent information. The results indicate that consumers experience greater cognitive dissonance and perceive more corporate hypocrisy when they are exposed, first, to a CSR initiative and then to a crisis, than when the order is reversed, provided that the CSR initiative and the crisis are congruent with the same social issue. However, there are no significant differences when the CSR initiative is incongruent with the crisis. Further, the findings of the study suggest that consumer cognitive dissonance not only directly influences the perceived corporate reputation, but also indirectly affects the perceived corporate reputation through a mediating effect of perceived corporate hypocrisy. The theoretical contribution of this study lies in providing a better understanding of consumer perceptions (including cognitive dissonance, perceived corporate hypocrisy and corporate reputation) in response to inconsistent CSR information. Meanwhile, the managerial contribution of this study stands by providing insights into the use of CSR communication strategies.

Suggested Citation

  • Juhua Xu & Eun-Kyoung Han, 2021. "How Temporal Order of Inconsistent CSR Information Affects Consumer Perceptions?," Sustainability, MDPI, vol. 13(8), pages 1-17, April.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:8:p:4292-:d:534827
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    References listed on IDEAS

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    Cited by:

    1. Duygu Turker & Ozge Can & Gizem Aras‐Beger, 2023. "How authenticity of corporate social responsibility affects organizational attractiveness: Stakeholder perceptions of organizational ideology," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 30(4), pages 1680-1697, July.

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