Stakeholders' “voice” through social media: the case of corporate social responsibility in sport

Purpose: Previous corporate social responsibility (CSR) research has mainly revolved around the “usual target” (that is, fans and consumers) that invest money, time and energy in supporting their teams in isolation while largely ignoring individual members of the public. Building on social exchange theory and social media analytics, the authors examine the social outcomes of CSR aggregated from individual members of society's perceived benefits (intangible and psychological). Design/methodology/approach: Raw data were drawn from the CSR-focused Twitter accounts of six professional leagues (i.e. @nbacares, @nflplay60, @InspireChange, @thewnbpa, @Pr_nhl, @Mlsworks and @Mlbsocial). The authors collected historical data from each CSR-focused Twitter account (N = 136,076) from March 2010 to September 2022. Findings: After conducting sentiment analysis of public perceptions, the majority of tweets (53%) were neutral, 39% were positive and 8% were negative. All CSR-related accounts received more positive tweets about their initiatives than negative ones did. The most prevalent positive topics are supporting the community, education, youth wellness and health and inspiring the young generation. The most prevalent negative topics were related to fake, hypocrite, hate and social justice. Originality/value: The study contributes to the CSR-sport literature by incorporating members of the general public into the stakeholder ecosystem and empirically examining their perceptions of sport organizations' CSR activities. Also, by drawing on the social exchange theory and the unique nature of social media, the authors highlight when and how the public expresses positive, neutral and negative perceptions over time. Finally, it joins a small but growing body of research that adopts the application of big data to sport management, and it measures the sentiment, frequency, distribution and topics of tweets, thereby determining positive and negative public perceptions.