Listen to the voice of the customer—First steps towards stakeholder democracy

Business Ethics 29 (3):510-527 (2020)
  Copy   BIBTEX

Abstract

Recently, calls have grown louder for more stakeholder democracy that is, letting stakeholders participate in the process of organizing, decision‐making, and governance in corporations, especially in the area of Corporate Social Responsibility (CSR) activities. Despite the relevance of the subject, the impact of customer involvement in CSR on their company‐related attitudes and behaviors still represents a major research void. The paper at hand develops a conceptual framework of consumer involvement in CSR based on the existing literature, theories of stakeholder democracy, and organizational boundaries as well as drawing from the qualitative focus group interviews (N = 24). The framework is tested on a large scale, two‐time point field‐experimental study (N = 3,397). More specifically, consumer reactions to three degrees of customer involvement (i.e., information, feedback, and dialogue) are tested in two different CSR domains (i.e., company‐internal business process vs. company‐external philanthropic CSR). Results indicate that the customer involvement in CSR has a more beneficial effect in terms of strengthening customer outcomes in CSR domains that directly affect external stakeholders of the company (i.e., philanthropic CSR) than in domains that mainly concern company‐internal stakeholders (i.e., business process CSR).

Links

PhilArchive



    Upload a copy of this work     Papers currently archived: 91,349

External links

Setup an account with your affiliations in order to access resources via your University's proxy server

Through your library

Similar books and articles

Stakeholder Perspectives and Business Risk Perception.David L. Schwarzkopf - 2006 - Journal of Business Ethics 64 (4):327-342.
Three Elements of Stakeholder Legitimacy.Adele Santana - 2012 - Journal of Business Ethics 105 (2):257-265.
The Demands of Stakeholder Theory for Corporate Governance.Jeffrey Moriarty - 2016 - Business Ethics Journal Review 4 (8):47-52.
Deliberative Democracy and Corporate Governance.Aimee E. Barbeau - 2016 - Business Ethics Journal Review 4 (6):34-40.
“Stakeholder Work” and Stakeholder Research.Jae Hwan Lee & Ronald K. Mitchell - 2013 - Proceedings of the International Association for Business and Society 24:208-213.
“Stakeholder Work” and Stakeholder Research.Jae Hwan Lee & Ronald K. Mitchell - 2013 - Proceedings of the International Association for Business and Society 24:208-213.

Analytics

Added to PP
2019-11-28

Downloads
18 (#811,325)

6 months
10 (#251,846)

Historical graph of downloads
How can I increase my downloads?