What is (and is not) stakeholder dialogue in CSR? A review and research agenda

Abstract

Stakeholders increasingly expect to be engaged in corporate social responsibility (CSR) agendas through dialogue; the joint creation of meaning between firms and stakeholders, or among stakeholders. Dominant conceptions of stakeholder dialogue in CSR prioritize firm interests, and uncertainty as to what constitutes stakeholder dialogue, and how it should be practiced, permeates theory and practice. What is (and is not) stakeholder dialogue and how does it generate positive impacts for business and society? To unpack this question, we systematically reviewed 374 scholarly outputs across the CSR and stakeholder dialogue literatures over a 30-year timeframe. Operating at the intersection of these two literatures, we identify ‘conceptualizations’ of stakeholder dialogue in CSR as either integral (an intrinsic component of CSR) or incidental (a communicative response to CSR), as well as the ‘contours’ (i.e., boundaries) and ‘contexts’ of stakeholder dialogue in CSR. In doing so, we posit that the key to generating effective stakeholder dialogue for business and society lies not only in greater cohesion between CSR and stakeholder dialogue literatures, but in practicing dialogue that is ongoing, stakeholder (rather than firm) focused and avoids idealization. Herein, we stimulate a research agenda for scholars interested in communication and CSR at a time when the social and environmental demands placed on firms continue to escalate.