The study examined the role of different Corporate Social Responsibility (CSR) initiatives on a decline in trust and its restoration following a data breach and a subsequent CEO apology. The study uses four scenarios: a website with recognition of a genuine environmental CSR initiative (W1), a website with an environmental CSR initiative with a profit-motive (W2), a website with an ethical CSR initiative (W3), and a control website with no specific CSR initiative (W4). The data was collected from 500 Amazon MTurk workers and analyzed using ordinary least squares regression and multivariate tests. The findings confirm the role of a CSR initiative (vs. no CSR) and also the impact of underlying motives (profit-motive vs. genuine environmental CSR) on a trust decline and restoration. The results indicate the role of privacy concerns is moderated by the underlying CSR context. The article concludes with a discussion of the managerial and theoretical implications.
Bansal, Gaurav and Redfearn, Noah
"Trust Violation and Rebuilding After a Data Breach: Role of Environmental Stewardship and Underlying Motives,"
Journal of the Midwest Association for Information Systems (JMWAIS): Vol. 2019:
2, Article 4.
Available at: https://aisel.aisnet.org/jmwais/vol2019/iss2/4