“Too good to be true!”: The effectiveness of CSR history in countering negative publicity

Corporate crises call for effective communication to shelter or restore a company’s reputation. The use of corporate social responsibility (CSR) claims may provide an effective tool to counter the negative impact of a crisis, but knowledge about its effectiveness is scarce and lacking in studies that consider CSR communication during crises. To help fill this gap, this study investigates whether the length of company’s involvement in CSR matters when it uses CSR claims in its crisis communication as a means to counter negative publicity. The use of CSR claims in crisis communication is more effective for companies with a long CSR history than for those with a short CSR history, and consumer skepticism about claims lies at the heart of this phenomenon

Modèles vindicatoire et pénal en concurrence ? Réflexions à partir de l’expérience autochtone

Qu’est-ce qu’un trouble, un conflit ? Comment les définit-on ? Comment y réagit-on ? Ces questions, qui composent la trame du présent article, s’insèrent dans nos travaux actuels qui explorent l’hypothèse de l’existence d’un modèle de justice actif dans nos rapports sociaux, mais caché par le discours dominant de la justice pénale : le modèle vindicatoire. Nous y discuterons plus particulièrement des questions soulevées par la rencontre entre les deux modèles de régulation, pénal et vindicatoire, et sur la façon dont ces deux modèles de régulation pourraient se côtoyer. Pour ce faire, nous nous intéresserons aux modes de régulation des troubles chez les Autochtones du Québec. Tout en mettant d’abord en lumière les principes de leur définition d’un trouble et de ses modes de régulation, nous essayerons d’en montrer la facette vindicatoire pour ensuite décrire comment s’est effectuée la rencontre des modèles de régulation autochtone avec le système de justice pénale. Nous dégageons enfin différentes pistes de réflexion quant à la survie et l’adaptation d’un tel modèle dans le contexte juridico-pénal occidental.Our research focuses on the following questions: what is a disorder, a conflict? How do we define them and react to them? Our main hypothesis is based on the existence of an active justice model which regulates our social exchanges but is hidden by the dominant discourse of the penal justice: the “vindicatory” model. In this article, we shall more particularly discuss issues raised by the meeting between penal and vindicatory models, and describe how these two regulation models could mix. In that purpose, we shall focus on the regulation modes used by the Aboriginal peoples living in Quebec. We shall first describe how they define and handle the different forms of confusion which emerge in their communities. By doing this, we shall then try to identify the vindicatory aspects of their regulation practices and discuss how these models survived when confronted to the western legal and penal model.¿Qué es un trastorno, qué un conflicto ? ¿Cómo los definimos, cómo reaccionamos ante ellos ? Estas preguntas, trama básica del presente artículo, forman parte de los trabajos actuales que exploran la hipótesis de la existencia de un modelo de justicia activo en nuestras relaciones sociales pero que se esconde en el discurso dominante de la justicia penal : el modelo vindicativo. Analizaremos, en particular, las cuestiones planteadas por el encuentro entre los dos modelos de regulación, el penal y el vindicativo y la forma en que ambos modelos se tocan. Para ello, abordaremos los modos de regulación de problemas entre la población autóctona de Quebec. Luego de analizar su definición de trastorno y las formas de regularlo, trataremos de mostrar la cara vindicatoria de este sistema para en seguida describir cómo los modelos autóctonos de regulación y el sistema de justicia penal se tocan. Planteamos, finalmente, diversos aspectos de reflexión respecto de la sobrevivencia y adaptación de dicho modelo en el contexto jurídico-penal occidental

Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction

This research investigates the specific influence of the emotion ofsurprise on customer transaction-specific satisfaction. Four empiricalstudies-two field studies (a diary study and a cross section survey)and two experiments-were conducted. The results show that surprisepositively [negatively] influences satisfaction directly andindirectly (via the amplification of positive [negative] emotions),even when disconfirmation is taken into account in the model. Theamplification property of surprise and the How-do-I-feel-about-it?heuristic are believed to explain this influence. Some results alsoshow that surprised customers display higher levels of satisfactionand dissatisfaction than non surprised customers.satisfaction;experiment;delight;disconfirmation;surprise

The paradox of surprise: empirical evidence about surprising gifts received and given by close relations

Purpose This study aims to explore surprising gifts received and given by close relations to identify the variables involved in creating surprising gifts. The analysis of the viewpoints of the giver and the recipient, reflecting their profiles, leads to recommendations for retailers. Design/methodology/approach An exploratory, small-scale, open-ended questionnaire (48 respondents) produces 43 (38) accounts of surprising gifts given (received), informed further by in-depth interviews (eight informants, both givers and recipients of surprising gifts). Findings This study identifies and elaborates on the variables (why, when, what, where, who and how, and their combinations) that define surprising gift giving, from both giver and recipient perspectives. The findings indicate a paradox: even if givers or recipients prefer a surprising gift, they might give or wish for an unsurprising gift to avoid disappointment. Research limitations/implications Further research should confirm the findings using representative samples. Moreover, gender differences in surprising gift giving should be investigated further. Finally, the exact characteristics and properties that make common objects potential candidates for successful surprising gifts should be studied further. Practical implications The discussion has relevant implications for manufacturers and retailers. For example, if recipients are surprised, happy and satisfied, they likely exhibit higher brand recall. The recipient’s (happy versus not happy) emotions also have spillover effects on the giver’s. Thus, retailers should provide assistance in the store and advertise their salespeople as experts who can offer advice about selecting appropriate gifts. The exact characteristics and properties that make common objects potential candidates for successful surprising gifts should be studied further. Originality/value The systematic account of all six variables, not previously analyzed in the literature, provides rich insights into surprising gift giving. The discussion of the study of givers and recipients supplements these insights

“Surprise Gift” Purchases of Small Electric Appliances: A Pilot Study

Understanding decision-making processes for gifts is of strategic importance for companies selling small electrical appliances as gifts account for a large part of their sales. Among all gifts, the ones that are surprising are the most valued by recipients. However, research about decision-making processes involved in surprise gift purchases is lacking. This article shows, for example, that design and money back guarantees are more important for the purchase of surprise gifts than other gifts. The brand name, however, appears to be less important. Also, surprise gifts are more often bought on the spot, without extended information search (similar to impulse purchases)

Human high density lipoproteins are platforms for the assembly of multi-component innate immune complexes

Author Posting. © American Society for Biochemistry and Molecular Biology, 2005. This article is posted here by permission of American Society for Biochemistry and Molecular Biology for personal use, not for redistribution. The definitive version was published in Journal of Biological Chemistry 280 (2005): 32578-3258, doi:10.1074/jbc.M503510200.Human innate immunity to non-pathogenic species of African trypanosomes is provided by human high density lipoprotein (HDL) particles. Here we show that native human HDLs containing haptoglobin-related protein (Hpr), apolipoprotein L-I (apoL-I) and apolipoprotein A-I (apoA-I) are the principle antimicrobial molecules providing protection from trypanosome infection. Other HDL subclasses containing either apoA-I and apoL-I or apoA-I and Hpr have reduced trypanolytic activity, whereas HDL subclasses lacking apoL-I and Hpr are non-toxic to trypanosomes. Highly purified, lipid-free Hpr and apoL-I were both toxic to Trypanosoma brucei brucei but with specific activities at least 500-fold less than those of native HDLs, suggesting that association of these apolipoproteins within the HDL particle was necessary for optimal cytotoxicity. These studies show that HDLs can serve as platforms for the assembly of multiple synergistic proteins and that these assemblies may play a critical role in the evolution of primate-specific innate immunity to trypanosome infection.These studies were supported by National Institutes of Health Grants AI39033 and AI054496 and a grant from the Ellison Medical Foundation. Mass spectrometry was carried out at the University of Alabama at Birmingham Mass Spectrometry Shared Facility and was supported in part by NCI, National Institutes of Health Core Research Support Grant P30 CA 1314 to the University of Alabama at Birmingham Comprehensive Cancer Center

Strategic ambiguity in minority targeting

Ambiguous cues in advertising offer companies the chance to reach multiple consumer segments with the one economical campaign. ‘Purposeful polysemy’ can indeed be an effective strategy – but it may not always deliver what it promises

Building theory at the intersection of ecological sustainability and strategic management

This article builds theory at the intersection of ecological sustainability and strategic management literature—specifically, in relation to dynamic capabilities literature. By combining industrial organization economics–based, resource-based, and dynamic capability–based views, it is possible to develop a better understanding of the strategies that businesses may follow, depending on their managers’ assumptions about ecological sustainability. To develop innovative strategies for ecological sustainability, the dynamic capabilities framework needs to be extended. In particular, the sensing–seizing–maintaining competitiveness framework should operate not only within the boundaries of a business ecosystem but in relation to global biophysical ecosystems; in addition, two more dynamic capabilities should be added, namely, remapping and reaping. This framework can explicate core managerial beliefs about ecological sustainability. Finally, this approach offers opportunities for managers and academics to identify, categorize, and exploit business strategies for ecological sustainability

To do well by doing good: improving corporate image through cause-related marketing

As part of their corporate social responsibility, many organizations practice cause-related marketing, in which organizations donate to a chosen cause with every consumer purchase. The extant literature has identified the importance of the fit between the organization and the nature of the cause in influencing corporate image, as well as the influence of a connection between the cause and consumer preferences on brand attitudes and brand choice. However, prior research has not addressed which cause composition most appeals to consumers or the impact of cause choice on corporate image. A between-subjects field experiment in the Netherlands examines the influence of three core cause attributes—cause type, cause scope, and cause acuteness—on consumers’ perceptions of corporate image. Furthermore, this experiment examines the extent to which consumer identification with the cause mediates the influence of the cause attributes on corporate image. The findings indicate that identification with the cause leads to more positive evaluations of marketing campaigns for cause type and cause scope. Also, however, our results uncover a negative direct relationship between cause scope and corporate image. Cause acuteness is only marginally influential in corporate image perceptions. By proposing and testing a comprehensive model of the influence of cause attributes on corporate image in cause-related marketing, this article provides important implications and suggests avenues for further research

Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction

This research investigates the specific influence of the emotion of surprise on customer transaction-specific satisfaction. Four empirical studies-two field studies (a diary study and a cross section survey) and two experiments-were conducted. The results show that surprise positively [negatively] influences satisfaction directly and indirectly (via the amplification of positive [negative] emotions), even when disconfirmation is taken into account in the model. The amplification property of surprise and the How-do-I-feel-about-it? heuristic are believed to explain this influence. Some results also show that surprised customers display higher levels of satisfaction and dissatisfaction than non surprised customers