IDEAS home Printed from https://ideas.repec.org/a/spr/joamsc/v53y2025i2d10.1007_s11747-024-01021-0.html
   My bibliography  Save this article

The impact of corporate social irresponsibility on prosocial consumer behavior

Author

Listed:
  • Sumin Kim

    (The University of Manchester)

  • Hongwei He

    (The University of Manchester)

  • Anders Gustafsson

    (The University of Manchester
    BI Norwegian Business School)

Abstract

Corporate social irresponsibility (CSI) refers to violations of the social contract between corporations and society. Existing literature documents its tendency to evoke negative consumer responses toward the firm involved, including unethical consumer behaviors. However, limited research attention deals with its potential impacts on prosocial consumer behavior. With six studies, the current research reveals that when consumers perceive harm due to CSI, they engage in more prosocial behavior due to the arousal of their anger. This effect is weaker among consumers who find the focal CSI issue more personally relevant but stronger among consumers with strong self-efficacy for promoting justice. Perceptions of CSI harm increase with the degree of control that the focal firm has over the CSI. This research thus establishes an effect of CSI harm on prosocial consumer behaviors, through the emotional mechanism of anger; it further shows that consumers seek to restore justice by engaging in prosocial behaviors.

Suggested Citation

  • Sumin Kim & Hongwei He & Anders Gustafsson, 2025. "The impact of corporate social irresponsibility on prosocial consumer behavior," Journal of the Academy of Marketing Science, Springer, vol. 53(2), pages 394-418, March.
    • Handle: RePEc:spr:joamsc:v:53:y:2025:i:2:d:10.1007_s11747-024-01021-0
    DOI: 10.1007/s11747-024-01021-0
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s11747-024-01021-0
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s11747-024-01021-0?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    References listed on IDEAS

    as
    1. Allison R. Johnson & Maggie Matear & Matthew Thomson, 2011. "A Coal in the Heart: Self-Relevance as a Post-Exit Predictor of Consumer Anti-Brand Actions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 38(1), pages 108-125.
    2. Paolo Antonetti & Stan Maklan, 2016. "An Extended Model of Moral Outrage at Corporate Social Irresponsibility," Journal of Business Ethics, Springer, vol. 135(3), pages 429-444, May.
    3. Mansur Khamitov & Yany Grégoire & Anshu Suri, 2020. "A systematic review of brand transgression, service failure recovery and product-harm crisis: integration and guiding insights," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 519-542, May.
    4. Katherine White & Rishad Habib & Darren W. Dahl, 2020. "A Review and Framework for Thinking about the Drivers of Prosocial Consumer Behavior," Journal of the Association for Consumer Research, University of Chicago Press, vol. 5(1), pages 2-18.
    5. Maurice Schweitzer & Donald Gibson, 2008. "Fairness, Feelings, and Ethical Decision- Making: Consequences of Violating Community Standards of Fairness," Journal of Business Ethics, Springer, vol. 77(3), pages 287-301, February.
    6. Cristel Antonia Russell & Dale W. Russell & Heather Honea, 2016. "Corporate Social Responsibility Failures: How do Consumers Respond to Corporate Violations of Implied Social Contracts?," Journal of Business Ethics, Springer, vol. 136(4), pages 759-773, July.
    7. Sojung Kim & Sejung Marina Choi, 2018. "Congruence Effects in Post-crisis CSR Communication: The Mediating Role of Attribution of Corporate Motives," Journal of Business Ethics, Springer, vol. 153(2), pages 447-463, December.
    8. Ko Ruyter & Debbie Isobel Keeling & Kirk Plangger & Matteo Montecchi & Maura L. Scott & Darren W. Dahl, 2022. "Reimagining marketing strategy: driving the debate on grand challenges," Journal of the Academy of Marketing Science, Springer, vol. 50(1), pages 13-21, January.
    9. Paolo Antonetti & Stan Maklan, 2014. "Feelings that Make a Difference: How Guilt and Pride Convince Consumers of the Effectiveness of Sustainable Consumption Choices," Journal of Business Ethics, Springer, vol. 124(1), pages 117-134, September.
    10. Jenni, Karen E & Loewenstein, George, 1997. "Explaining the "Identifiable Victim Effect."," Journal of Risk and Uncertainty, Springer, vol. 14(3), pages 235-257, May-June.
    11. Dora E. Bock & Jacqueline K. Eastman & Kevin L. Eastman, 2018. "Encouraging Consumer Charitable Behavior: The Impact of Charitable Motivations, Gratitude, and Materialism," Journal of Business Ethics, Springer, vol. 150(4), pages 1213-1228, July.
    12. Grappi, Silvia & Romani, Simona & Bagozzi, Richard P., 2013. "Consumer response to corporate irresponsible behavior: Moral emotions and virtues," Journal of Business Research, Elsevier, vol. 66(10), pages 1814-1821.
    13. Yi, Youjae & Gong, Taeshik, 2013. "Customer value co-creation behavior: Scale development and validation," Journal of Business Research, Elsevier, vol. 66(9), pages 1279-1284.
    14. Vaidyanathan, Rajiv & Aggarwal, Praveen, 2003. "Who is the fairest of them all? An attributional approach to price fairness perceptions," Journal of Business Research, Elsevier, vol. 56(6), pages 453-463, June.
    15. Johnson, Jennifer Wiggins & Rapp, Adam, 2010. "A more comprehensive understanding and measure of customer helping behavior," Journal of Business Research, Elsevier, vol. 63(8), pages 787-792, August.
    16. Jorge Matute & José Luis Sánchez-Torelló & Ramon Palau-Saumell, 2021. "The Influence of Organizations’ Tax Avoidance Practices on Consumers’ Behavior: The Role of Moral Reasoning Strategies, Political Ideology, and Brand Identification," Journal of Business Ethics, Springer, vol. 174(2), pages 369-386, November.
    17. Kuvaas, Bård & Buch, Robert & Weibel, Antoinette & Dysvik, Anders & Nerstad, Christina G.L., 2017. "Do intrinsic and extrinsic motivation relate differently to employee outcomes?," Journal of Economic Psychology, Elsevier, vol. 61(C), pages 244-258.
    18. Antoine J. Banks & Nicholas A. Valentino, 2012. "Emotional Substrates of White Racial Attitudes," American Journal of Political Science, John Wiley & Sons, vol. 56(2), pages 286-297, April.
    19. Petty, Richard E & Cacioppo, John T & Schumann, David, 1983. "Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(2), pages 135-146, September.
    20. He, Hongwei & Kim, Sumin & Gustafsson, Anders, 2021. "What can we learn from #StopHateForProfit boycott regarding corporate social irresponsibility and corporate social responsibility?," Journal of Business Research, Elsevier, vol. 131(C), pages 217-226.
    21. Valor, Carmen & Antonetti, Paolo & Zasuwa, Grzegorz, 2022. "Corporate social irresponsibility and consumer punishment: A systematic review and research agenda," Journal of Business Research, Elsevier, vol. 144(C), pages 1218-1233.
    22. Reynolds, Kate L. & Harris, Lloyd C., 2009. "Dysfunctional Customer Behavior Severity: An Empirical Examination," Journal of Retailing, Elsevier, vol. 85(3), pages 321-335.
    23. Huber, Frank & Vollhardt, Kai & Matthes, Isabel & Vogel, Johannes, 2010. "Brand misconduct: Consequences on consumer-brand relationships," Journal of Business Research, Elsevier, vol. 63(11), pages 1113-1120, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Kirk Plangger & Matteo Montecchi & Ko Ruyter & Debbie I. Keeling & Maura L. Scott & Darren W. Dahl, 2025. "“We could be heroes”: Reflections on reimagining marketing strategies for a better world," Journal of the Academy of Marketing Science, Springer, vol. 53(2), pages 301-309, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Valor, Carmen & Antonetti, Paolo & Zasuwa, Grzegorz, 2022. "Corporate social irresponsibility and consumer punishment: A systematic review and research agenda," Journal of Business Research, Elsevier, vol. 144(C), pages 1218-1233.
    2. Anita Mendiratta & Shveta Singh & Surendra Singh Yadav & Arvind Mahajan, 2023. "Bibliometric and Topic Modeling Analysis of Corporate Social Irresponsibility," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 24(3), pages 319-339, September.
    3. Smirti Kutaula & Alvina Gillani & Diana Gregory-Smith & Boris Bartikowski, 2024. "Ethical Consumerism in Emerging Markets: Opportunities and Challenges," Journal of Business Ethics, Springer, vol. 191(4), pages 651-673, May.
    4. Barbara Duffek & Andreas B. Eisingerich & Omar Merlo, 2023. "Why so toxic? A framework for exploring customer toxicity," AMS Review, Springer;Academy of Marketing Science, vol. 13(1), pages 122-143, June.
    5. Shijiao (Joseph) Chen & Yi Li & Jun Yao, 2024. "The effects of observing punishment on consumers’ decisions to punish other companies during industry-wide crises," Journal of the Academy of Marketing Science, Springer, vol. 52(6), pages 1741-1760, November.
    6. Ilaria Baghi & Paolo Antonetti, 2021. "The higher they climb, the harder they fall: The role of self‐brand connectedness in consumer responses to corporate social responsibility hypocrisy," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(4), pages 1216-1230, July.
    7. Saeed, Najiya & Akhtar, Naeem & Attri, Rekha & Yaqub, Muhammad Zafar, 2024. "How violation of consumers’ expectations causes perceived betrayal and related behaviors: Theoretical perspectives from expectancy violation theory," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    8. Xiaoyang Zhao & Jie Mi, 2024. "Firms’ corporate social irresponsibility behaviors during interplay with consumers in evolutionary game models," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-9, December.
    9. Zhou, Ziyuan & Zhang, Xueying & Ki, Eyun-Jung, 2025. "When the accuser meets the accused: Exploring the role of nonprofit legitimacy and CSR reputation in corporate social irresponsibility," Journal of Business Research, Elsevier, vol. 186(C).
    10. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
    11. Stefanie Wannow & Martin Haupt & Martin Ohlwein, 2024. "Is brand activism an emotional affair? The role of moral emotions in consumer responses to brand activism," Journal of Brand Management, Palgrave Macmillan, vol. 31(2), pages 168-192, March.
    12. Barbara Culiberg & Katarina Katja Mihelič, 2017. "The Evolution of Whistleblowing Studies: A Critical Review and Research Agenda," Journal of Business Ethics, Springer, vol. 146(4), pages 787-803, December.
    13. Kuchmaner, Christina A. & Wiggins, Jennifer & Grimm, Pamela E., 2019. "The Role of Network Embeddedness and Psychological Ownership in Consumer Responses to Brand Transgressions," Journal of Interactive Marketing, Elsevier, vol. 47(C), pages 129-143.
    14. Ferrell, O.C. & Harrison, Dana E. & Ferrell, Linda & Hair, Joe F., 2019. "Business ethics, corporate social responsibility, and brand attitudes: An exploratory study," Journal of Business Research, Elsevier, vol. 95(C), pages 491-501.
    15. Ilaria Baghi & Veronica Gabrielli, 2021. "The role of betrayal in the response to value and performance brand crisis," Marketing Letters, Springer, vol. 32(2), pages 203-217, June.
    16. Ryoo, Yuhosua, 2022. "Moral credentials versus moral credits: Two paths to consumers’ licensing of brand transgressions," Journal of Business Research, Elsevier, vol. 146(C), pages 13-31.
    17. Antonetti, Paolo, 2020. "More than just a feeling: A research agenda for the study of consumer emotions following Corporate Social Irresponsibility (CSI)," Australasian marketing journal, Elsevier, vol. 28(2), pages 67-70.
    18. Nils Christian Hoffmann & Juelin Yin & Stefan Hoffmann, 2020. "Chain of Blame: A Multi-country Study of Consumer Reactions Towards Supplier Hypocrisy in Global Supply Chains," Management International Review, Springer, vol. 60(2), pages 247-286, April.
    19. Wang, Yujie & Tsang, Albert & Xiang, Yi & Yao, Daifei (Troy), 2023. "Corporate social responsibility misconduct and formation of board interlocks," Journal of Financial Stability, Elsevier, vol. 67(C).
    20. Yue, Cen April & Tao, Weiting & Ferguson, Mary Ann, 2023. "The joint effect of corporate social irresponsibility and social responsibility on consumer outcomes," European Management Journal, Elsevier, vol. 41(5), pages 744-754.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:joamsc:v:53:y:2025:i:2:d:10.1007_s11747-024-01021-0. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.