Journal of Business Ethics

, Volume 105, Issue 3, pp 337–356

Stakeholder-Defined Corporate Responsibility for a Pre-Credit-Crunch Financial Service Company: Lessons for How Good Reputations are Won and Lost


DOI: 10.1007/s10551-011-0969-8

Cite this article as:
Hillenbrand, C., Money, K. & Pavelin, S. J Bus Ethics (2012) 105: 337. doi:10.1007/s10551-011-0969-8


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.


Corporate ResponsibilityStakeholdersReputation

Copyright information

© Springer Science+Business Media B.V. 2011

Authors and Affiliations

  • Carola Hillenbrand
    • 1
  • Kevin Money
    • 1
  • Stephen Pavelin
    • 2
  1. 1.School of Management, Henley Business SchoolUniversity of ReadingHenley-on-Thames, OxfordshireUK
  2. 2.School of EconomicsUniversity of ReadingReading, BerkshireUK