Unleashing Positive Word-of-Mouth Through Brand Social Responsibility

This study examines how brand social responsibility (BSR) drives positive word-of-mouth (WOM) in service brands. Based on social identity theory, we propose that a brand’s commitment to societal welfare strengthens customers’ emotional attachment, fostering positive WOM. By exploring the BSR-WOM relationship, this study provides new insights into the dynamic mechanisms at play within service branding. Using a sequential two-stage mixed-methods approach, we conducted qualitative in-depth interviews followed by an experiment and a large-scale survey. The findings highlight the pivotal role of BSR in cultivating brand commitment and explaining how brand experience enhances the effectiveness of BSR initiatives in driving positive WOM. This study advances ethical branding literature and provides implications for practitioners.