Form and substance: Visual content in CSR reports and investors’ perceptions

Invernizzi, Anna Chiara; Bellucci, Marco; Acuti, Diletta; Manetti, Giacomo

doi:10.1002/mar.21635

Cited by 19 publications

(18 citation statements)

References 115 publications

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“…Second, this study reveals the psychological mechanism of processing fluency (Alter & Oppenheimer, 2009). Previous research has concentrated on the role of processing fluency in terms of emojis (Wu et al, 2022), the number of images (Invernizzi et al, 2022), and labels (Mauri et al, 2021). This study not only extends the application of fluency theory in e‐commerce research, but also provides a theoretical basis for better understanding the cognitive state of consumers.…”

Section: Research Findings and Discussionmentioning

confidence: 99%

Chatbot or human? The impact of online customer service on consumers' purchase intentions

Chen

Liu

et al. 2023

Psychology and Marketing

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Artificial intelligence (AI) chatbots and human employees have emerged as the dominant forms of online customer service. However, existing research rarely connects the service differences between them in terms of product type, ignoring the interactivity between the two. This study reveals the effect of matching customer service type (AI chatbot vs. human) to product type (search vs. experience) on consumers' purchase intentions through four experiments, revealing the psychological mechanism and boundary condition for the existence of this effect. It shows that (1) the match between customer service type and product type positively affects consumers' purchase intentions; (2) this matching effect is mediated by processing fluency and perceived service quality; and (3) the matching effect works only when consumers' demand certainty is low. These findings enrich the theoretical study of online customer service, and provide marketing insights for companies to improve the adoption of AI chatbots and human employees.

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Section: Research Findings and Discussionmentioning

confidence: 99%

Chatbot or human? The impact of online customer service on consumers' purchase intentions

Chen

Liu

et al. 2023

Psychology and Marketing

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“…From a managerial standpoint, it is important for companies to disclose information in a modern, timely, convenient and effective way (Invernizzi et al. , 2022).…”

Section: Literature Review and Backgroundmentioning

confidence: 99%

“…From a managerial standpoint, it is important for companies to disclose information in a modern, timely, convenient and effective way (Invernizzi et al, 2022). According to Goodman (1994), three concepts form the cornerstones of corporate communications: the concepts of stakeholders, identity and reputation.…”

Section: The Implementation Of Sustainability Corporate Reportingmentioning

confidence: 99%

Sustainability reporting practices: an explorative analysis of luxury fashion brands

Leo

Sfodera

Cucari

et al. 2023

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PurposeThe purpose of this research is to identify the sustainable practices of luxury fashion brands through their communications via official reporting documents to classify practices used for communicating sustainability performance.Design/methodology/approachThis research uses the qualitative content analysis of Global Reporting Initiative (GRI)-oriented sustainability reports to examine the sustainable practices of 31 companies within the top 100 global luxury brands.FindingsThe authors classify the sample into four clusters: sustainability driven, sustainability newcomers, sustainability potential and sustainability passive. Results indicate that companies in this sector are focused on the issue of sustainability even though there is a remarkable fragmentation in terms of practices.Originality/valueThe study contributes to a better understanding of sustainability reporting activities and approaches in the fashion luxury industry by describing best practices and the effect of sustainability in corporate communications.

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“…Although sustainability/CSR reporting is particularly rich in visual images (Davison, 2015), research in this domain is still primarily focused on textual narratives (Chong et al, 2022a(Chong et al, , 2022bZeng et al, 2022), with an insufficient but increasing emphasis on visual elements (Hrasky, 2012). Visual elements are remembered more easily and precisely than simple text (Ruiz-Garrido et al, 2005;Invernizzi et al, 2022). In fact, Davison (2015, p. 58) states that "visualisation can give essential framing and impression management to the reception of information and hence impact decision making".…”

Section: Use Of Visual Elements In Sustainability/corporate Responsib...mentioning

confidence: 99%

An analysis of the use of visual elements in workplace diversity disclosure

Momin

Chong

2023

PAR

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Purpose The purpose of this study is to examine how visual elements along with textual narratives are used to disclose workplace diversity-related information in corporate social and environmental reports. Design/methodology/approach A qualitative content analysis is used to examine the workplace diversity-related information in the 2016 standalone sustainability/corporate responsibility reports of 47 Fortune companies. A total of 539 tables, figures and photographs and their related textual narratives are analysed through an impression management lens. Findings The study finds that multiple types of visual elements are used to supplement textual narratives to communicate workplace diversity-related messages. The positive and often non-verifiable workplace diversity-related information is symbolically suggestive of the companies’ workplace diversity commitment and success. While tables and figures are typically presented using numbers, percentages and words to enhance and promote the positive information, the “feel-good” photographs are used to arouse positive feelings in the readers. These visual elements are presented in either a single-visual or mixed-visual presentation form. Practical implications This study has the potential to inform and assist preparers in the use of multiple visual elements and textual narratives to promote an impartial and substantive reporting of workplace diversity-related information. Understanding the motivation behind the usage and presentation of visual elements can be useful for the promulgation of guidelines for workplace diversity disclosure, and make readers aware that the visual elements can be exploited for impression management and symbolic legitimacy. Originality/value This study provides empirical evidence on the use of multiple types of visual elements in the reporting of workplace diversity-related information. It demonstrates how these visual elements are strategically used and presented to deliver an impression of workplace diversity to the readers.

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Form and substance: Visual content in CSR reports and investors’ perceptions

Cited by 19 publications

References 115 publications

Chatbot or human? The impact of online customer service on consumers' purchase intentions

Chatbot or human? The impact of online customer service on consumers' purchase intentions

Sustainability reporting practices: an explorative analysis of luxury fashion brands

An analysis of the use of visual elements in workplace diversity disclosure

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