Stakeholder-defined corporate responsibility for a pre-credit-crunch financial service company: lessons for how good reputations are won and lost

Carola Hillenbrand, Kevin Money, Stephen Pavelin

Research output: Contribution to journalArticle

28 Citations (Scopus)

Abstract

This paper presents a study that identifies a stakeholder-defined concept of Corporate Responsibility (CR) in the context of a UK financial service organisation in the immediate pre-credit crunch era. From qualitative analysis of interviews and focus groups with employees and customers, we identify, in a wide-ranging stakeholder-defined concept of CR, six themes that together imply two necessary conditions for a firm to be regarded as responsible—both corporate actions and character must be consonant with CR. This provides both empirical support for a notable, recent theoretical contribution by Godfrey (in Acad Manag Rev 30:777–798, 2005) and novel lessons for reputation management practice.
Original languageEnglish
Pages (from-to)337-356
Number of pages20
JournalJournal of Business Ethics
Volume105
Issue number3
DOIs
Publication statusPublished - 2011

Keywords

  • Sustainability
  • Corporate Responsibility
  • Reputation

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