The Expression of Anger Enhances Perceived Competence Following Corporate Social Irresponsibility

Abstract

Although prior research acknowledges the significant role of emotions in response to corporate social irresponsibility (CSI), such research typically examines emotions as mediators that explain how consumers respond to CSI. The present research tests a novel perspective by examining how the expression of anger (vs. sadness) in a company’s apology can influence consumer responses following CSI. Across two experimental studies in different CSI contexts, this research demonstrates that a company’s expression of anger (vs. sadness) enhances consumers’ perceived competence of the company, leading to higher purchase intentions. Furthermore, consumers’ mindset acts as a boundary condition such that the effect is attenuated among consumers with a growth (but not fixed) mindset. Thus, the findings of these studies have important theoretical and practical implications for the CSI literature.

Does Greenwashing Affect Employee’s Career Satisfaction? The Mediating Role of Organizational Pride, Negative Emotions and Affective Commitment.

“…The ndings also indicate that greenwashing positively affects negative emotions. Just as unethical or irresponsible behavior towards the environment can induce negative emotions in consumers (Antonetti, 2020;Grappi et al, 2013;Septianto, 2021;Xie & Bagozzi, 2019), it also does so in employees. Environmental concern is increasingly embedded in our daily lives.…”

“…Literature has acknowledged the relevant role of emotions as a response to corporate social irresponsibility (Septianto, 2021). Unethical behavior or irresponsible actions towards the environment can trigger consumer negative emotions (Antonetti, 2020;Grappi et al, 2013;Septianto, 2021;Xie & Bagozzi, 2019). This happens because customers are becoming more sensitive by the day to factors that negatively affect society, such as damages to the environment (Nasab & Abakari, 2016).…”

“…These individuals are usually nervous, pessimistic, agitated, distressed and present feelings of worthlessness (i.e., a negative view of oneself) (Levin & Stokes, 1989;Watson & Clark, 1988). Negative emotions at work are frequently triggered by management acts, such as company's policies and strategies or organizational values (Domagalski & Steelman, 2005;Kiefer, 2005), corporate transgression (Xie & Bagozzi, 2019), unfair situations or moral violations (Septianto, 2021) or lack of social responsibility (Nasab & Abakari, 2016).…”

Does Greenwashing Affect Employee’s Career Satisfaction? The Mediating Role of Organizational Pride, Negative Emotions and Affective Commitment.

“…a negative view of oneself) (Levin & Stokes, 1989;Watson & Clark, 1988). Negative emotions at work are frequently triggered by management acts, such as company's policies and strategies or organizational values (Domagalski & Steelman, 2005;Kiefer, 2005), corporate transgression (Xie & Bagozzi, 2019), unfair situations or moral violations (Septianto, 2021) or lack of social responsibility (Nasab & Abakari, 2016).…”

“…Literature has acknowledged the relevant role of emotions as a response to corporate social irresponsibility (Septianto, 2021). Unethical behavior or irresponsible actions towards the environment can trigger consumer negative emotions (Antonetti, 2020; Grappi, Romani, & Bagozzi, 2013; Septianto, 2021; Xie & Bagozzi, 2019).…”