Does corporate social responsibility always lead to positive effects?

PurposeBrand crisis has become an increasingly common phenomenon recently. While corporate social responsibility (CSR) plays a role in mitigating the negative consequences of brand crisis, it is not always effective, especially for foreign companies. Therefore, this study aims to investigate the differential effects of CSR on brand crisis, considering the impact of country of origin and consumer ethnocentrism. Design/methodology/approachThis study used a 2 (country of origins: domestic vs foreign) x 2 (consumer ethnocentrism: high vs low) x 2 (CSR: before vs after related information is presented) between-subjects experiment to simulate a brand crisis. A fictional WeChat Moment posting was used as a stimulus. Data from 210 Chinese respondents were analyzed. FindingsWhen consumer ethnocentrism is high, the impact of CSR on consumer attitude toward the company undergoing a crisis was greater for domestic than for foreign companies. Conversely, for consumers with low ethnocentrism, the effectiveness of CSR in attenuating the negative impact of the brand crisis (i.e. the insurance-like effect of CSR) was insignificant across domestic and foreign companies. Originality/valueThis study extends the prior literature and clarifies the unclear results of previous studies on the effect of CSR on brand crisis by examining the impact of country of origin and consumer ethnocentrism. Novel insights into the insurance-like effect of CSR in brand crises were obtained.