Speed and symmetry: Developing effective organisational responses to social media criticism of CSR
作者：
Highlights：
• Tests responses to negative user-generated content (NUGC) about CSR on social media.
• Such NUGC negatively impacts perceptions of CSR and organisational legitimacy.
• Speed of company response, alone, partially buffers the negative impact of NUGC.
• Symmetry in company response, alone, partially buffers the negative impact of NUGC.
• Speed and symmetry in company response fully mitigates the negative impact of NUGC.
摘要
•Tests responses to negative user-generated content (NUGC) about CSR on social media.•Such NUGC negatively impacts perceptions of CSR and organisational legitimacy.•Speed of company response, alone, partially buffers the negative impact of NUGC.•Symmetry in company response, alone, partially buffers the negative impact of NUGC.•Speed and symmetry in company response fully mitigates the negative impact of NUGC.
论文关键词：Social media,Corporate social responsibility,Management response,Negative user-generated content,Speed,Symmetry
论文评审过程：Received 13 January 2022, Revised 9 May 2022, Accepted 18 May 2022, Available online 24 May 2022, Version of Record 29 May 2022.
论文官网地址：https://doi.org/10.1016/j.chb.2022.107336
