This paper aims to investigate the alignment between fashion companies’ CSR policy, as communicated through company website, and CSR retail practices customers can actually observe or get information about when visiting company’s retail stores. The case study analysis is carried out using the Mystery Shopping technique. The sample is made up of companies belonging to the top of the fashion luxury pyramid, whilst the visited stores are located in Italy. The purpose of this paper is to provide a classification of companies’ behaviours in deploying CRS policy at the retail level, and to highlight different levels of fit between companies’ CSR policy and CSR practices communicated at the retail-store level. Our results reveal that several companies show a mismatch between their CSR policy and CRS practices communicated in stores to customers.

• Virginia Fani(University of Florence, Italy)
• Alessandro Da Giau(University of Padova, Italy)
• Laura Macchion(University of Padova, Italy)
• Romeo Bandinelli(University of Florence, Italy)
• Federico Caniato(Politecnico di Milano, Italy)
• Maria Caridi(Politecnico di Milano, Italy)
• Pamela Danese(University of Padova, Italy)
• Rinaldo Rinaldi(University of Florence, Italy)
• Andrea Vinelli(University of Padova, Italy)