Abstract Corporate social responsibility (CSR) efforts via social media are increasingly common and are often key to achieving organizational CSR objectives. Concerns exist about potential damage caused by negative user comments and effects of user feedback to CSR efforts are mostly unknown. Exploring the effects of positive and negative comments to social media CSR statements and subsequent organizational response, this work reports the results of an online experiment (N = 257) that manipulated both user-generated feedback to organizational CSR statements and subsequent organizational responses. Results demonstrate that negative user comments are less of a concern than commonly thought, and call into question the value of organizational response to user feedback.

中文翻译：

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被点名：反馈对社交媒体企业社会责任声明的影响

摘要 通过社交媒体开展的企业社会责任 (CSR) 工作越来越普遍，并且往往是实现组织 CSR 目标的关键。存在对负面用户评论造成的潜在损害的担忧，以及用户反馈对 CSR 工作的影响大多是未知的。探索正面和负面评论对社交媒体 CSR 声明和随后的组织响应的影响，这项工作报告了一项在线实验（N = 257）的结果，该实验操纵了用户对组织 CSR 声明的反馈和随后的组织响应。结果表明，负面的用户评论不像通常认为的那样令人担忧，并且质疑组织对用户反馈的回应的价值。