GCIS INTELLIGENCE BRIEFING: As armor against criticism, corp. social responsibility no substitute for product quality

ISSUED BY: GCIS Communications Command Center

SOURCE: PhysOrg

03February2011 2:34pmEST

GCIS INTELLIGENCE UPDATE: More than 90 percent of Fortune 500 companies commit themselves to corporate social responsibility initiatives in order to protect themselves against negative information. But these moves don't serve as a strong insurance policy against bad press and criticism, according to a report in the current edition of the Journal of Service Research.

The authors found that general corporate social responsibility in and of itself will not shield a company from criticism or negative information because consumers separate ethical/social issues from product or service quality issues in their minds, according to the researchers, who surveyed more than 800 firms and 100 individuals.

The protection corporate social responsibility offers is largely limited to social or ethical issues with the company. It does little to combat negative information relating to a company's product or service quality. To do so, a firm must make itself more service quality oriented and focus its concern on the final outcome of a product or service. (read full report)

 

 

 

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