Social Responsibility Communication Research Articles

Banking with purpose: the impact of CSR-S on customer behavior during the COVID-19

PurposeThis article examines the impact of banks’ corporate social responsibility communication through social media (CSR-S), electronic word of mouth (eWOM), and brand reputation on consumer behavior during the COVID-19 crisis, with a focus on purchase intention.Design/methodology/approachThe study employed a quantitative approach to analyze data from a survey of 621 Egyptian bank customers who followed the banks’ social media pages and interacted with CSR-S initiatives. A genetic algorithm selected the most relevant variables affecting purchase intention. A Bayesian regression model was used to analyze the impact of CSR-S communication, eWOM, and brand reputation on purchase intention.FindingsCSR-S initiatives, eWOM, and brand reputation were found to influence customer purchase intention. CSR-S initiatives can boost purchase intention by encouraging brand reputation and initiative sharing with friends and other customers. However, CSR-S negatively moderates the positive impact of eWOM and brand reputation on the predisposition to contract products and services with the bank.Originality/valueThis study addresses critical research gaps in CSR literature. Firstly, it examines the impact of CSR-S actions on customer behavior, a perspective less explored in previous research. Secondly, it investigates the intricate relationships between CSR-S, eWOM, brand reputation, and purchase intention, shedding light on their interplay, particularly during the COVID-19 pandemic. Additionally, this research extends CSR-S investigations to the competitive banking industry and focuses on a developing country context, enhancing the applicability of findings for Egyptian banks. Lastly, the study employs advanced methodologies to improve the accuracy of results.

Long-term Impact of Chinese Family Businesses on Earnings Management under the Sustainable Business Concept

This study aims to delve into the long-term impact of Chinese family businesses on earnings management under the framework of sustainable business practices. Considering the significant role of family businesses in the global economy, this paper focuses on the criticality of their earnings management strategies to economic stability. Employing an in-depth case study methodology, the paper analyzes several successful family businesses to explore the practical implications of sustainable business models on earnings management. The research reveals that integrating the concept of sustainable business into corporate culture and orienting towards long-term development can balance short-term gains with long-term sustainability, thereby fostering the robust growth of the enterprise. The conclusions of this paper emphasize the need for family businesses to concentrate on collective efforts in areas such as social responsibility, innovation upgrading, transparency, and effective communication to achieve long-term and stable development. This study provides practical guidelines for sustainable business strategies tailored for Chinese family businesses, aiming to create more favorable conditions and establish a solid foundation for future long-term development.

Eco-engagement: Tracing CSR communication's ripple effect on consumer hospitality loyalty

This research investigates the impact of Corporate Social Responsibility (CSR) communication by hospitality organizations in a developing country on shaping customers' green loyalty. The study, drawing data from hospitality customers, emphasizes the mediating effects of customer-company identification and trust, while also highlighting the moderating role of customer environmental concern. Using the SMART-PLS software for analysis, findings show that CSR communication, especially via social media, significantly promotes green loyalty. The study also establishes the key roles of customer-company identification, trust, and environmental concern in this dynamic. The results underscore the potential of strategic CSR communication to not only enhance corporate reputation and customer loyalty but also promote environmental sustainability in the hospitality sector. These findings have pivotal implications for both academia, by providing insights into consumer behavior in the face of CSR communications, and for the industry, emphasizing the importance of genuine CSR initiatives and effective communication strategies.

Community social responsibility of continued and appropriate use of silver amalgam as dental restorative material in southern India: A cross-sectional study

Background For more than 150 years, dental amalgam (DA) has been popular as a dental restorative material. Many organizations oppose its use due to perceived toxicity and environmental concerns. Hence, this study aimed to explore the continued use of DA from a South Indian dental practitioners’ perspective. Methods This cross-sectional study was conducted among fifty-two private and public dental practitioners of Udupi district in Southern India. A self‑administered questionnaire was distributed, that involved assessment of their preferences, continuation of use and concerns of using DA as a restorative material. The percentage contribution of each variable was calculated. Preferences for continuation of use of silver amalgam based upon the age, experience and mercury toxicity as a risk factor were analyzed using Students-t test and Chi-square test. Results Most dentists were satisfied (87%) with the results of the DA, found minimal failures (96%) and found DA more economical (89%). More than half (54%) of the participants reported that they would not continue the use of DA owing to mercury toxicity and environmental concerns. Dentists with higher age and longer clinical experience preferred continuation of DA. Conclusions Despite satisfaction with DA for its minimal failure, longevity and affordability, the authors found that most practitioners did not prefer its continued usage. This highlights their concerns over mercury toxicity and soft tissue lesions and accentuates their community social responsibility. There is also an urgent need to educate dentists on mercury hygiene, mercury waste management and disposal.

Corporate social responsibility communication in the football industry: Evidence from Juventus football club

This study investigates the CSR communication and reporting practice of professional football clubs to examine the range, variety, and visibility of their CSR information communicated to stakeholders. Adopting a case study strategy, this study focuses on Juventus football club (hereby Juventus). NVivo 12 is employed as a qualitative content analysis method to measure the CSR information communicated through the club's 2019/2020 sustainability report and official Facebook page within the same timeframe. The communicative approaches and information variety differ across the two communication channels. The most represented CSR topics in the sustainability report are "society and community" and "education", addressed with a backward-looking approach. Whereas the CSR-related Facebook posts have a more forward-looking approach when addressing certain topics such as "health" and the "Covid-19" pandemic and its impacts on the club. Nevertheless, Facebook users seem to be less engaged by the CSR-related Facebook posts, compared to those dedicated to football-related topics, as confirmed by the limited numbers of "likes" or "reactions" across certain posts with CSR-related messages.

Digital Marketing Communication as an Instrument in Social Responsibility Projects After the Earthquake in Türkiye

The earthquakes that took place in Kahramanmaraş, Hatay, Gaziantep, Adıyaman, Adana, Malatya, Diyarbakır, Kilis, Osmaniye, Şanlıurfa, and Elazığ on February 6, 2023, at 04:17 and 13:24 Turkish Standard Time, resulted in significant property damage and fatalities. After these earthquake disasters in Türkiye, all government institutions, non-governmental organizations, individuals, and international actors implemented a variety of social responsibility projects to provide aid to the region and mitigate the effects of the earthquake on the lives of the people. Since the COVID-19 pandemic that occurred between 2020 and 2022 accelerated the digital transformation of businesses, the use of social media and digital marketing tools by individuals and institutions has increased significantly. Although Digital Marketing communication tools such as e-commerce web sites, social media marketing, and search engine marketing are primarily marketing and profit-oriented technologies, it has been demonstrated that they can also be used in social responsibility projects due to their widespread use by individuals and businesses and their ability to quickly deliver messages to the masses. Following the development of a conceptual framework for social responsibility and digital marketing communication, examples of the use of Digital Marketing Communication Tools, such as E-Commerce Web Sites (Topraktan Tabağa, Umut Hareketi), Social Media Platforms (Instagram, Twitter, Youtube), Search Engine Advertisement (Google Ads), and Social Media Advertisement (Facebook), in Türkiye's post-earthquake social responsibility projects are examined in this study. Based on these examples, suggestions for influencers, institutions, and content managers regarding the use of marketing communication tools in social responsibility projects are shared, and recommendations for future research are provided.

Exploring millennials’ digital CSR communication expectations from Indonesian unicorn companies

Corporate Social Responsibility (CSR) communication is a conduit for companies to engage with the public. This research delves into millennials’ digital CSR communication expectations from Indonesian unicorn companies. Digital CSR initiatives aim to bridge the gap between corporate needs and public expectations. Public expectations encompass beliefs, attitudes, and anticipations. The study focuses on five Indonesian unicorn companies—Gojek, Tokopedia, OVO, Traveloka, and Bukalapak. Data collection involved interviews with millennials who follow the Instagram accounts of unicorn companies. Findings reveal diverse millennial expectations generated through CSR communication on Instagram, spanning visual message representation, media utilisation, and prospective CSR programs. Storytelling emerges as a pivotal method for conveying expectations via Instagram accounts. Moreover, Instagram is not the sole medium utilised for CSR communication. Follower interest underscores the necessity for sustained, long-term CSR programs. Positive engagement, such as likes, shares, and comments, represents a tangible manifestation of the millennials’ positive response to the content shared by these companies.

Unlocking the Power of Corporate Social Responsibility Communication in the Online Sphere: A Systematic Exploration

Socially responsible behavior is evolving due to changing economic, social, and environmental landscapes. This has led to a growing interest in sharing corporate social responsibility activities online, known as CSR (corporate social responsibility) web communication. However, there has not been a comprehensive study that has provided a complete synthesis of knowledge in this field or has outlined research trends, existing gaps, and future directions. Through a systematic review of 141 articles published from 2006 to 2023, four core research themes were identified: (1) motives behind CSR web communication, (2) evaluation of the level of CSR web communication, (3) the role of stakeholders in the process of CSR web communication, and (4) CSR web communication strategy. The scattered research highlights the need for more focused investigation. In particular, future research should focus on understanding what stakeholders require in CSR web communication, evaluating how they perceive its value and benefits, and investigating the relationship between CSR web communication and a company’s economic performance.

Corporate Social Responsibility (CSR) Communication Strategy of PT Anugrah Argon Medica Bekasi City Branch in Maintaining Company Image

The purpose of this research is to find out and clarify how the Corporate Social Responsibility (CSR) Communication Strategy in Maintaining the Company's Image at PT. Anugrah Argon Medica Bekasi City Branch. An insider at PT acted as the main informant in this research Anugrah Argon Medica Cab. Bekasi city. The research uses qualitative descriptive methods. This research uses a case study methodology. Researchers used data collection strategies, observation, interviews and documentation in addition to conducting in-depth exploration obtained from informants. The role of a good and targeted communication strategy for the company is one of the causes for maintaining a good image for the business. To fulfill CSR objectives at PT. Anugrah Argon Medica Bekasi City Branch in maintaining the company's image. Therefore, persistence, self-control, professionalism and knowledge of communication techniques for delivering and implementing CSR are required.

Critical Review of Content Analysis Studies on Corporate Social Responsibility

This critical review examines three selected papers that employed content analysis to investigate Corporate Social Responsibility (CSR) communication issues. The advantages of content analysis include non-reactivity, non-obtrusiveness, and the ability to conduct longitudinal studies using archive materials. However, it also suffers from time-consuming analysis, subjectivity in coding, and the disregard for context. The studies share a common focus on CSR communication issues and the utilization of content analysis. They highlight stakeholders' visibility, prominent CSR issues, and the tone of coverage in newspapers. Nonetheless, differences exist in the geographical scope and methodological transparency. In conclusion, content analysis offers valuable insights into CSR communication issues, but its limitations must be addressed. Future research should adopt systematic and transparent sampling and coding techniques, compare different newspapers and cultural contexts, and consider combining content analysis with other methods for a comprehensive understanding. Expanding research across various countries and considering cultural dimensions promises richer data and deeper insights into CSR framing by business newspapers.

Corporate social responsibility communication from multinational chocolate companies

Society and governance require multinational companies to adopt sustainable behaviour, looking at Corporate Social Responsibility. This study analysed the largest chocolate and cocoa producers in 2021 focusing on their communication strategies. The objective was to identify how these companies communicate their sustainable practices, finding the communication patterns of their CSR. Our findings show that the largest chocolate companies have integrated sustainable issues by focusing on environmental aspects. Several profiles of communication closer to social issues were also identified but no business company creates its sustainable value strictly on human resources as category.

CSR communication & stigmatized industries: is inclusion and diversity becoming a means for stigma-washing? Six decades of literature review

This work aims to present an in depth literature review under the lens of three disciplines: Corporate Social Responsibility (from now on CSR) communications, stigmatized industries, and diversity and inclusion (D&I). Such review is supported by a bibliometric mapping software, SciMAT, developed by Cobo and colleagues (2011), at Universidad de Granada, Spain. A total of 8,942 papers on the three topics from 1963 to 2022 published in 98 leading journals indexed in the Journal Citation Reports of the Web of Science have been examined. The aforementioned software has been used to identify the relevant studies to focus on a second in-depth qualitative individual scrutiny. Findings suggest that the use of D&I to mitigate organizational stigma has yet to be analyzed. One still needs to confirm or reject the proposition that stigmatized firms use CSR communication and D&I to mitigate their stigma. Furthermore, they indicate that if future studies may find that stigmatized companies utilize D&I to manage their stigma via CSR communication, the D&I discipline would suffer from this practice, since one would prove that D&I is instrumentally used in a different way than it is supposed to.

Consumer engagement through corporate social responsibility communication on social media: Evidence from Facebook and Instagram Bank Accounts

This paper investigates the impact of corporate social responsibility (CSR) communication through social media on consumer engagement, focusing on the top 15 European banks' social media accounts. Drawing on stakeholder theory and customer engagement perspective, this study analyzes banks' content posted on Facebook and Instagram from January 2021 to December 2022. The research employs multiple regression analysis to assess the relationship between CSR dimensions and consumer engagement. Results reveal that two CSR dimensions (employee support and diversity) positively arouse more engagement than non-CSR-related content. Oppositely, other CSR dimensions (environment, community support, product) provide negative or non-statistically significant results compared to non-CSR-related content. This empirical study, utilizing official data from Facebook and Instagram, contributes valuable insights into consumer engagement with CSR-related posts in the banking sector, addressing both scholarly and practical needs for understanding consumer social media engagement dynamics.

The Effects of Message Specificity on Outcomes of Corporate Social Responsibility (CSR) Communication: Testing Perceived Social Distance as a Mediator

Despite growing scholarly attention to what determines effective corporate social responsibility (CSR) communication, consumers’ limited awareness of and attention to CSR messages remain critical challenges for organizations. This study aims to examine the effects of message specificity on an organization’s intended outcomes of CSR communication and to explore the mediating role of perceived social distance in these relationships by applying construal level theory (CLT). We conducted an online experiment (n = 293), and the results revealed that message specificity had a positive impact on consumer-company identification, word-of-mouth intention, and CSR participation intention. Moreover, perceived social distance significantly mediated the relationships between message specificity and the outcomes of CSR communication. Applying CLT, this study offers theoretical implications for the psychological mechanism of how message specificity generates desired outcomes in CSR communication. In addition, we tested these mediation effects in the context of the geographic proximity (close vs. remote) of the CSR communication to participants; the practical implication is that reducing perceived social distance through message specificity is even more effective for geographically distant CSR campaigns.

Community social responsibility of continued and appropriate use of silver amalgam as dental restorative material in southern India: A cross-sectional study

Background For more than 150 years, dental amalgam (DA) has been popular as a dental restorative material. Yet, many organisations oppose its use due to perceived toxicity and environmental concerns. Hence, this study aimed to explore the continued use of DA from a South Indian dental practitioners’ perspective. Methods This cross-sectional study was conducted among fifty-two private and public dental practitioners of Udupi district in Southern India. A self‑administered questionnaire was distributed, that involved assessment of their preferences, continuation of use and concerns of using DA as a restorative material. Percentage contribution of each variable was calculated. Preferences for continuation of use of silver amalgam based upon the age, experience and mercury toxicity as a risk factor were analysed using Students-t test and Chi-square test. Results The majority of dentists were satisfied (87%) with the results of the DA, found minimal failures (96%) and found DA more economical (89%). More than half (54%) of the participants reported that they would not continue the use of DA owing to mercury toxicity and environmental concerns. Dentists with higher age and longer clinical experience preferred continuation of DA. Conclusions In spite of satisfaction with DA for its minimal failure, longevity and affordability, the authors found that a majority of practitioners did not prefer its continued usage. This highlights their concerns over mercury toxicity and soft tissue lesions and accentuates their community social responsibility. There is also an urgent need to educate dentists on mercury hygiene, mercury waste management and disposal.

Exploring non-profit organisations’ communication channels and message content

Currently, organisations have to decide which communication channel to use due to changes in the media landscape. Communication occurs through various channels, such as television, radio, print, email, phone, social media, and messaging apps. Each channel has its own set of rules, conventions, and nuances, which influence how messages are interpreted and received. This study investigated ways in which non-profit organisations in South Africa communicate their corporate social responsibility efforts. A survey questionnaire was distributed to 245 employees of nonprofit organisations in Gauteng province, South Africa, and data were analysed using SPSS software. The findings identified meetings as one of the most frequently employed approaches for internal communication. Further, this study found that NPOs preferred older or established means of communication over newer media. More specifically, non-electronic media such as meetings and word-of-mouth were used more than electronic media such as emails or SMS messaging, whereas social media was used less frequently than electronic media. This study adds to the existing literature on corporate social responsibility communication by highlighting the types of messages and diverse communication channels used by South African nonprofit organisations. It provides information that can be utilised to comprehend the different communication channels used by non-profit organisations.

Corporate social responsibility communication for both business and societal sustainability in ten South African organisations

In the context of South Africa as a developing country, we argue that CSR communication should contribute to both business sustainability and the empowerment of society for societal sustainability. This study aimed to explore the perceptions of senior South African communication practitioners regarding sustainability and the practice of CSR communication to support dual sustainability. Semi-structured interviews were conducted with ten senior communication practitioners responsible for CSR and/or CSR communication in ten national and international organisations across South Africa. Our findings revealed that although all practitioners recognised sustainability as the purpose of CSR, business sustainability was prioritised, while societal sustainability has only been supported. CSR communication was primarily used to enhance business sustainability by portraying the company as a responsible corporate citizen through corporate communication efforts to enhance its reputation. This is attributed to the fact that the current CSR communication theory is based on corporate communication, which prioritises business objectives.We contend that a more comprehensive theoretical framework, including principles of development communication, would enable CSR communication to significantly contribute to societal sustainability.

IMPORTANCE-PERFORMANCE ANALYSIS OF PT PELINDO TERMINAL PETIKEMAS' CORPORATE IMAGE

Corporate image is an important factor that can affect the performance of a company. PT Pelindo Terminal Petikemas (SPTP) is one of the subholdings of PT Pelindo that operates the container terminal business in Indonesia. This study aims to identify the factors of corporate image that are important to stakeholders and how PT SPTP performs in meeting those factors. The study used the importance-performance analysis (IPA) method with a questionnaire as the data collection instrument. The respondents were internal stakeholders (structural employees, non-structural employees, and shareholders) and external stakeholders (academics, members of the DPR RI, relevant associations, customers, government agencies, journalists, partner companies, CSR recipients, and vendors). The results of the study showed that the factors of corporate image that are important to PT SPTP stakeholders are: Company reputation, Business ethics, Social and environmental responsibility, Positive feelings, Usefulness, PT SPTP has met most of these factors. However, there are still some factors that need to be improved, namely: Communication of social and environmental responsibility, and Communication of company activities. This study is expected to provide information to PT SPTP to improve its corporate image.

Sampoerna Retail Community Program Corporate Social Responsibility Communication Strategy in Marga Mulya, Bekasi City

The CSR program is a company commitment to support the creation of sustainable development. PT HM Sampoerna Tbk is one of the companies in Indonesia that implements a CSR program. The CSR program they run is the Sampoerna Retail Community (SRC), which aims to foster partner grocery stores to become more innovative and competitive. In this research stage, the literature review was carried out with a systematic approach, by referring to various sources available in various research databases. After the screening process, 7 articles were selected to proceed to the next stage. The results of the research are that PT HM Sampoerna Tbk has successfully implemented the Corporate Social Responsibility (CSR) program with a mature and effective communication strategy. The steps taken by the company, starting from setting clear goals, actively communicating with various stakeholders, to involving the community in planning and implementing programs, have had a significant positive impact

The Performance of Corporate Social Responsibility Communication in the Web2.0 Era: A Bibliometric Analysis of CSR Communication in Social Media Field

With the advent of the web2.0 era, the role of CSR communication in social media has become a hot topic in research and business. However, research on the topic in this area is still relatively new and has not been fully researched. In this study, citespace software is used to analyze the performance of literature in this field. The main results show that the use of social media for CSR communication is a long-term and significant research topic. According to the analysis of 490 research articles in this field from 2007 to 2023, the research trend shows an increasing state year by year, and the explosive growth began in 2017. The United States, China and Spain are the countries that contribute the most in this field. Perez Andrea, Camilleri, Mark Anthony and others are among the most influential authors. The network of co-authors is decentralized, while transnational cooperation takes the form of institutions and groups. Twelve clusters of high concern were identified, with "institutional theory," "web," and "citizenship" having been around longer. The changes in 19 burst terms over 17 years (2007 to 2023) indicate the evolution of the research frontier in the field, with the earliest "institutional theory" moving to "web," "image," then "citizenship," "perspective," and more. "loyalty" and "satisfaction" etc. The evolution can be divided into three phases: the initial phase (2007-2011), the debate phase (2012-2017), and the research specialization phase (2018-2023). Finally, the contribution, limitation and further research direction of this paper are discussed.