CSR Can Backfire When Prices Are Increased

Idea posted: December 2022

Institutions: LUT School of Business and Management    Ruhr-University of Bochum    University of Mannheim    SDA Bocconi School of Management    University of Houston Bauer College of Business   

Authors:

Companies that raise prices might expect some unhappiness from customers, especially if the price increase is seen as deliberate profit-taking. The reaction to Marks & Spencer doubling the price of…

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When Customers Can See More Cost than Benefit in CSR

Idea posted: March 2016

Institutions: ESMT European School of Management and Technology    Ruhr-University of Bochum   

Authors:

The business literature almost unanimously presents a simple, positive picture of the beneficent effects of corporate social responsibility on customer attitudes toward the corporation. Through a series of four quantitative…

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When Does Downsizing Hurt Customer Satisfaction?

Idea posted: April 2015

Institutions: ESMT European School of Management and Technology    Karlsruhe Institute of Technology   

Authors:

Research has shown that downsizing will often have a direct negative impact on customer satisfaction, and this negative impact results in a decline in business performance. This causal chain seems…

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