IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v157y2023ics0148296322010487.html
   My bibliography  Save this article

Effects of social responsibility on legitimacy and revisit intention: The moderating role of anxiety

Author

Listed:
  • Blanco-González, Alicia
  • Cachón-Rodríguez, Gabriel
  • Hernández-Perlines, Felipe
  • Prado-Román, Camilo

Abstract

Companies that develop social responsibility actions gain legitimacy, which increases consumer trust and revisit intention. However, the effects of both socially responsible actions and legitimacy on customer behavior are not always direct, as they vary depending on the context. The COVID-19 pandemic has revealed a new context in which emotions play a determining role in consumer behavior. The number of people diagnosed with anxiety continues to grow worldwide, and this is known as a mental health epidemic. The aim of this research is to explore the moderating effect of anxiety on the relationships between social responsibility, legitimacy, and revisit intention. Using a sample of 1,200 supermarket buyers and applying a structural equation system, it is shown that social responsibility and legitimacy influence revisit intention, and the level of anxiety moderates these relationships. This study suggests building trust by adapting business policies to consumerś emotional backgrounds.

Suggested Citation

  • Blanco-González, Alicia & Cachón-Rodríguez, Gabriel & Hernández-Perlines, Felipe & Prado-Román, Camilo, 2023. "Effects of social responsibility on legitimacy and revisit intention: The moderating role of anxiety," Journal of Business Research, Elsevier, vol. 157(C).
    • Handle: RePEc:eee:jbrese:v:157:y:2023:i:c:s0148296322010487
    DOI: 10.1016/j.jbusres.2022.113583
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296322010487
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2022.113583?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Beske, Philip & Land, Anna & Seuring, Stefan, 2014. "Sustainable supply chain management practices and dynamic capabilities in the food industry: A critical analysis of the literature," International Journal of Production Economics, Elsevier, vol. 152(C), pages 131-143.
    2. Sheth, Jagdish, 2020. "Impact of Covid-19 on consumer behavior: Will the old habits return or die?," Journal of Business Research, Elsevier, vol. 117(C), pages 280-283.
    3. Miotto, Giorgia & Del-Castillo-Feito, Cristina & Blanco-González, Alicia, 2020. "Reputation and legitimacy: Key factors for Higher Education Institutions’ sustained competitive advantage," Journal of Business Research, Elsevier, vol. 112(C), pages 342-353.
    4. Cycyota, Cynthia S. & Ferrante, Claudia J. & Schroeder, Jessica M., 2016. "Corporate social responsibility and employee volunteerism: What do the best companies do?," Business Horizons, Elsevier, vol. 59(3), pages 321-329.
    5. Cruz-Cárdenas, Jorge & Zabelina, Ekaterina & Guadalupe-Lanas, Jorge & Palacio-Fierro, Andrés & Ramos-Galarza, Carlos, 2021. "COVID-19, consumer behavior, technology, and society: A literature review and bibliometric analysis," Technological Forecasting and Social Change, Elsevier, vol. 173(C).
    6. Laato, Samuli & Islam, A.K.M. Najmul & Farooq, Ali & Dhir, Amandeep, 2020. "Unusual purchasing behavior during the early stages of the COVID-19 pandemic: The stimulus-organism-response approach," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    7. Rui Guo & Lan Tao & Caroline Bingxin Li & Tao Wang, 2017. "A Path Analysis of Greenwashing in a Trust Crisis Among Chinese Energy Companies: The Role of Brand Legitimacy and Brand Loyalty," Journal of Business Ethics, Springer, vol. 140(3), pages 523-536, February.
    8. Birte Freudenreich & Florian Lüdeke-Freund & Stefan Schaltegger, 2020. "A Stakeholder Theory Perspective on Business Models: Value Creation for Sustainability," Journal of Business Ethics, Springer, vol. 166(1), pages 3-18, September.
    9. Sergiy D. Dmytriyev & R. Edward Freeman & Jacob Hörisch, 2021. "The Relationship between Stakeholder Theory and Corporate Social Responsibility: Differences, Similarities, and Implications for Social Issues in Management," Journal of Management Studies, Wiley Blackwell, vol. 58(6), pages 1441-1470, September.
    10. Díez-Martín, Francisco & Miotto, Giorgia & Cachón-Rodríguez, Gabriel, 2022. "Organizational legitimacy perception: Gender and uncertainty as bias for evaluation criteria," Journal of Business Research, Elsevier, vol. 139(C), pages 426-436.
    11. Mariana Toussaint & Pablo Cabanelas & Alicia Blanco‐González, 2021. "Social sustainability in the food value chain: An integrative approach beyond corporate social responsibility," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 28(1), pages 103-115, January.
    12. Christina Schamp & Mark Heitmann & Robin Katzenstein, 2019. "Consideration of ethical attributes along the consumer decision-making journey," Journal of the Academy of Marketing Science, Springer, vol. 47(2), pages 328-348, March.
    13. Henseler, Jörg & Schuberth, Florian, 2020. "Using confirmatory composite analysis to assess emergent variables in business research," Journal of Business Research, Elsevier, vol. 120(C), pages 147-156.
    14. Guido Palazzo & Andreas Scherer, 2006. "Corporate Legitimacy as Deliberation: A Communicative Framework," Journal of Business Ethics, Springer, vol. 66(1), pages 71-88, June.
    15. Liu, Chung-Tzer & Guo, Yi Maggie & Lee, Chia-Hui, 2011. "The effects of relationship quality and switching barriers on customer loyalty," International Journal of Information Management, Elsevier, vol. 31(1), pages 71-79.
    16. Lortie, Jason & Cox, Kevin C. & Roundy, Philip T., 2022. "Social impact models, legitimacy perceptions, and consumer responses to social ventures," Journal of Business Research, Elsevier, vol. 144(C), pages 312-321.
    17. Ying Zhang & Ji Li & Wanxing Jiang & Haomin Zhang & Yanghong Hu & Min Liu, 2018. "Organizational structure, slack resources and sustainable corporate socially responsible performance," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 25(6), pages 1099-1107, November.
    18. Xuan Bai & Jeanine Chang & Julie Juan Li, 2019. "How Do International Joint Ventures Build Legitimacy Effectively in Emerging Economies? CSR, Political Ties, or Both?," Management International Review, Springer, vol. 59(3), pages 387-412, June.
    19. Ahmad Al Jarah & Okechukwu Lawrence Emeagwali, 2017. "Corporate social responsibility and behavioral intention: the moderator effect of contextual factors," Social Responsibility Journal, Emerald Group Publishing Limited, vol. 13(4), pages 678-697, October.
    20. del-Castillo-Feito, Cristina & Blanco-González, Alicia & Hernández-Perlines, Felipe, 2022. "The impacts of socially responsible human resources management on organizational legitimacy," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    21. Katja H. Brunk & Cara Boer, 2020. "How do Consumers Reconcile Positive and Negative CSR-Related Information to Form an Ethical Brand Perception? A Mixed Method Inquiry," Journal of Business Ethics, Springer, vol. 161(2), pages 443-458, January.
    22. Lee, Yoon-Joo & Yoon, Hye Jin & O'Donnell, Nicole H., 2018. "The effects of information cues on perceived legitimacy of companies that promote corporate social responsibility initiatives on social networking sites," Journal of Business Research, Elsevier, vol. 83(C), pages 202-214.
    23. Genovese, Andrea & Acquaye, Adolf A. & Figueroa, Alejandro & Koh, S.C. Lenny, 2017. "Sustainable supply chain management and the transition towards a circular economy: Evidence and some applications," Omega, Elsevier, vol. 66(PB), pages 344-357.
    24. Gabriel Cachón‐Rodríguez & Alicia Blanco‐González & Camilo Prado‐Román & Francisco Diez‐Martin, 2021. "Sustainability actions, employee loyalty, and the awareness: The mediating effect of organization legitimacy," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 42(7), pages 1730-1739, October.
    25. Omar, Nor Asiah & Nazri, Muhamad Azrin & Ali, Mohd Helmi & Alam, Syed Shah, 2021. "The panic buying behavior of consumers during the COVID-19 pandemic: Examining the influences of uncertainty, perceptions of severity, perceptions of scarcity, and anxiety," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    26. Kum Fai Yuen & Xueqin Wang & Fei Ma & Kevin X. Li, 2020. "The Psychological Causes of Panic Buying Following a Health Crisis," IJERPH, MDPI, vol. 17(10), pages 1-14, May.
    27. Alexander Chernev & Sean Blair, 2015. "Doing Well by Doing Good: The Benevolent Halo of Corporate Social Responsibility," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 41(6), pages 1412-1425.
    28. repec:oup:jconrs:v:47:y:2021:i:5:p:636-653. is not listed on IDEAS
    29. Se-Yeon Ahn & Dong-Jun Park, 2018. "Corporate Social Responsibility and Corporate Longevity: The Mediating Role of Social Capital and Moral Legitimacy in Korea," Journal of Business Ethics, Springer, vol. 150(1), pages 117-134, June.
    30. María D. Odriozola & Elisa Baraibar‐Diez, 2017. "Is Corporate Reputation Associated with Quality of CSR Reporting? Evidence from Spain," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 24(2), pages 121-132, March.
    31. Stangl, Brigitte & Kastner, Margit & Prayag, Girish, 2017. "Pay-what-you-want for high-value priced services: Differences between potential, new, and repeat customers," Journal of Business Research, Elsevier, vol. 74(C), pages 168-174.
    32. Jordi Surroca & Josep A. Tribó & Sandra Waddock, 2010. "Corporate responsibility and financial performance: the role of intangible resources," Strategic Management Journal, Wiley Blackwell, vol. 31(5), pages 463-490, May.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. del-Castillo-Feito, Cristina & Blanco-González, Alicia & Hernández-Perlines, Felipe, 2022. "The impacts of socially responsible human resources management on organizational legitimacy," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
    2. Muazza Muazza & Akhmad Habibi & Amirul Mukminin, 2023. "The Socially Responsible Human Resources Management and Its Impacts on the Organizational Legitimacy: The Case of Indonesian Employees," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 162-177.
    3. Abu Elnasr E. Sobaih & Fatheya Moustafa, 2022. "Panic Food Purchasing amid COVID-19 Pandemic: Does the Impact of Perceived Severity, Anxiety and Self-Isolation Really Matter?," IJERPH, MDPI, vol. 19(22), pages 1-16, November.
    4. Alicia Blanco-González & Francisco Díez-Martín & Giorgia Miotto, 2023. "Achieving Legitimacy Through Gender Equality Policies," SAGE Open, , vol. 13(2), pages 21582440231, May.
    5. Alicia Blanco-Gonzalez & Gabriel Cachón-Rodríguez & Cristina Del-Castillo-Feito & Ana Cruz-Suarez, 2022. "Is Purchase Behavior Different for Consumers with Long COVID?," IJERPH, MDPI, vol. 19(24), pages 1-12, December.
    6. Ali Zackery & Joseph Amankwah-Amoah & Zahra Heidari Darani & Shiva Ghasemi, 2022. "COVID-19 Research in Business and Management: A Review and Future Research Agenda," Sustainability, MDPI, vol. 14(16), pages 1-32, August.
    7. Ali, Maged & Gomes, Lucas Moreira & Azab, Nahed & de Moraes Souza, João Gabriel & Sorour, M. Karim & Kimura, Herbert, 2023. "Panic buying and fake news in urban vs. rural England: A case study of twitter during COVID-19," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
    8. Dash, Ganesh & Alharthi, Majed & Albarrak, Mansour & Aggarwal, Shalini, 2024. "Saudi millennials’ panic buying behavior during pandemic and post-pandemic: Role of social media addiction and religious values and commitment," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    9. Meng, Jie & Chen, Kai, 2024. "Rethinking preemptive consumption: Building mechanisms of reciprocity, contextuality, and risk hedging across scenarios," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    10. Liu, Yanfeng & Li, Xue & Yuen, Kum Fai, 2023. "Revenge buying: The role of negative emotions caused by lockdowns," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
    11. Diletta Acuti & Marco Bellucci & Giacomo Manetti, 2024. "Preventive and Remedial Actions in Corporate Reporting Among “Addiction Industries”: Legitimacy, Effectiveness and Hypocrisy Perception," Journal of Business Ethics, Springer, vol. 189(3), pages 603-623, January.
    12. Ashutosh Sarkar & Debadyuti Das & Arindam Debroy, 2024. "Panic Buying, Product Substitution and Channel-Shifting Behaviour During Pandemic," IIM Kozhikode Society & Management Review, , vol. 13(1), pages 25-43, January.
    13. Yuan-Shuh Lii & May-Ching Ding & Chih-Huang Lin, 2018. "Fair or Unfair: The Moderating Effect of Sustainable CSR Practices on Anticipatory Justice Following Service Failure Recovery," Sustainability, MDPI, vol. 10(12), pages 1-21, December.
    14. Abu Elnasr E. Sobaih, 2023. "Excessive Food Buying in Saudi Arabia Amid COVID-19: Examining the Effects of Perceived Severity, Religiosity, Consumption Culture and Attitude toward Behavior," IJERPH, MDPI, vol. 20(4), pages 1-15, February.
    15. Sarraf, Shagun & Kushwaha, Amit Kumar & Kar, Arpan Kumar & Dwivedi, Yogesh K. & Giannakis, Mihalis, 2024. "How did online misinformation impact stockouts in the e-commerce supply chain during COVID-19 – A mixed methods study," International Journal of Production Economics, Elsevier, vol. 267(C).
    16. Gigliotti, Marina & Rizzi, Francesco, 2023. "Resilient shopping behaviours by change, not by chance: are disruptive events’ effects permanent?," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
    17. Ryoo, Yuhosua & Kim, WooJin, 2023. "Price-ethicality association: When price discounts inhibit ethical purchasing," Journal of Business Research, Elsevier, vol. 169(C).
    18. Chen, Tinggui & Jin, Yumei & Yang, Jianjun & Cong, Guodong, 2022. "Identifying emergence process of group panic buying behavior under the COVID-19 pandemic," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
    19. Alicia Blanco‐Gonzalez & Francisco Diéz‐Martín & Gabriel Cachón‐Rodríguez & Camilo Prado‐Román, 2020. "Contribution of social responsibility to the work involvement of employees," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 27(6), pages 2588-2598, November.
    20. Dolores Gallardo-Vázquez & Luis Enrique Valdez-Juárez & José Luis Lizcano-Álvarez, 2019. "Corporate Social Responsibility and Intellectual Capital: Sources of Competitiveness and Legitimacy in Organizations’ Management Practices," Sustainability, MDPI, vol. 11(20), pages 1-29, October.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:157:y:2023:i:c:s0148296322010487. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.