Cognitive processing of corporate social responsibility campaign messages: the effects of emotional visuals on memory

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ABSTRACTThis study explored the effects of visual strategies on consumers’ memory of corporate social responsibility (CSR) campaign messages. Using the limited capacity model of motivated mediated message processing (LC4MP), we examined how emotional CSR messages are cognitively processed—specifically, how emotional visuals in CSR messages affect two subprocesses of information processing: encoding and storage. We conducted a 2 (valence: positive vs. negative) × 2 (arousal: moderately arousing vs. highly arousing) within-subjects experiment across four different CSR issues. The results showed that recognition accuracy and sensitivity (d′) of company logos were best for moderately arousing negative images, whereas for recognition accuracy and sensitivity (d′) of company names, there were no significant differences across the emotional conditions. For cued recall of companies associated with CSR issues, the pattern was different—highly arousing negative images with aversive cues were the most effective. We discuss the theoretical and practical implications of these findings.