Abstract
Academic interest in the field of crisis communication has significantly increased over the years (Ulmer et al., 2007). Corporations are becoming more and more aware that crises can and will happen to organizations just like themselves (Benson, 1988). No company can escape all crises during its life cycle, and it is during these crisis situations that the battle to protect credibility in the eyes of stakeholders is most fierce (Hobbs, 1995). It takes many years to build a favorable organizational reputation but only one single crisis to ruin it (Dean, 2004). Since a good reputation is a central goal of every organization, there is a need to study the use of crisis response communication strategies in order to defend reputations during crises (Benoit, 1995; Coombs and Holladay, 2002).
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
References
Ahluwalia, R.; Burnkrant, R. E. & Unnava, H.R. (2000), “Consumer Response to Negative Publicity: The Moderating Role of Commitment,” in: Journal of Marketing Research, Vol. 37 (2), 203-214.
Benoit, W. L. (1995), “Accounts, Excuses, & Apologies : A Theory of Image Restoration Strategies,“ State University of New York Press, Albany.
Benoit, W. L. (1997), “Image Repair Discourse and Crisis Communication,” in: Public Relations Review, Vol. 23 (2), 177-186.
Benson, J. A. (1988), “Crisis Revisited: An Analysis of Strategies Used by Tylenol in the Second Tampering Episode, ” in: Central States Speech Journal, Vol. 39 (1), 49-66.
Beretvas, S. N., Suizzo, M., Durham, J. A. & Yarnell, L.M. (2008), “A Reliability Generalization Study of Scores on Rotter’s and Nowicki-Strickland’s Locus of Control Scales,” in: Educational and Psychological Measurement, Vol. 68 (1), 97-119.
Collins, B. E. (1974), “Four Components of the Rotter Internal-External Scale: Belief in a Difficult World, a Just World, a Predictable World, and a Politically Responsive World,” in: Journal of Personality and Social Psychology, Vol. 29 (3), 381-391.
Coombs, W. T. & Holladay, S.J. (1996), “Communication and Attributions in a Crisis: An Experimental Study in Crisis Communication,” in: Journal of Public Relations Research, Vol. 8 (4), 279-295.
Coombs, W. T. (1998), “An analytic Framework for Crisis Situations: Better Responses from a Better Understanding of the Situation,” in: Journal of Public Relations Research, Vol. 10 (3), 177-191.
Coombs, W. T. & Holladay, S.J. (2002), “Helping Crisis Managers Protect Reputational Assets: Initial Tests of the Situational Crisis Communication Theory,” in: Management Communication Quarterly, Vol. 16 (2), 165-186.
Coombs, W. T. (2004), “West Pharmaceutical’s Explosion: Structuring Crisis Discourse Knowledge, ” in: Public Relations Review, Vol. 30 (4), 467-473.
Coombs, W.T. (2007), “Protecting Organization Reputations During a Crisis: The Development and Application of Situational Crisis Communication Theory,” in: Corporate Reputation Review, Vol. 10 (3), 163-176.
Coombs, W.T. & Holladay, S. J. (2008), “Comparing Apology to Equivalent Crisis Response Strategies: Clarifying Apology’s Role and Value in Crisis Communication,” in: Public Relations Review, Vol. 34 (3), 252-257.
Dean, D.H. (2004), “Consumer Reaction to Negative Publicity: Effects of Corporate Reputation, Response, and Responsibility for a Crisis Event, ” in: Journal of Business Communication, Vol. 41 (2), 192-211.
Duffy, P.J., Downey, R.G. & Shiflett, S. (1977), “Locus of Control: Dimensionality and Predictability Using Likert Scales,” in: Journal of Applied Psychology, Vol. 62 (2), 214-219.
Dutta, M. J. & Vanacker, B. (2000), “Effects of Personality on Persuasive Appeals in Health Communication,” in: Advances in Consumer Research, Vol. 27 (1), 119-125.
Fombrun, C.J., Gardberg, N.A. & Sever, J.M. (2000), “The Reputation Quotient sm: A Multi-Stakeholder Measure of Corporate Reputation,” in: The Journal of Brand Management, Vol. 7 (4), 241-255.
Griffin, M.; Babin, B. J. & Darden, W.R. (1992), “Consumer Assessments of Responsibility for Product-Related Injuries: The Impact of Regulations, Warnings, and Promotional Policies,” in: Advances in Consumer Research, Vol. 19 (1), 870-878.
Hobbs, J. D. (1995), “Treachery by any Other Name: A Case Study of the Toshiba Public Relations Crisis,” in: Management Communication Quarterly, Vol. 8 (3), 323-346.
Huang, Y. (2006), “Crisis Situations, Communication Strategies, and Media Coverage: A Multicase Study Revisiting the Communicative Response Model,” in: Communication Research, Vol. 33 (3), 180-205.
Kelley, H.H. (1973), “The Processes of Causal Attribution,“ in: American psychologist, Vol. 28 (2), 107-128.
Lefcourt, H.M. (1966), “Internal versus External Control of Reinforcement: A Review,” in: Psychological Bulletin, Vol. 65 (4), 206-220.
Rotter, J.B. (1966), “Generalized Expectancies for Internal versus External Control of Reinforcement,” in: Psychological Monographs, Vol. 80 (1), 1-27.
Ulmer, R.R.; Seeger, M.W. & Sellnow, T.L. (2007), “Post-Crisis Communication and Renewal: Expanding the Parameters of Post-Crisis Discourse,” in: Public Relations Review, Vol. 33 (2), 130-135.
Weiner, B. (2000), “Attributional Thoughts about Consumer Behaviour,” in: Journal of Consumer Research, Vol. 27 (3), 382-387.
Author information
Authors and Affiliations
Editor information
Rights and permissions
Copyright information
© 2011 Gabler Verlag | Springer Fachmedien Wiesbaden GmbH
About this chapter
Cite this chapter
Claeys, AS., Cauberghe, V., Vyncke, P. (2011). Determinants of the Impact of Crises on Organizational Reputation: An Experimental Test of Crisis Communication Strategies and the Moderating Impact of Locus of Control. In: Okazaki, S. (eds) Advances in Advertising Research (Vol. 2). Gabler. https://doi.org/10.1007/978-3-8349-6854-8_16
Download citation
DOI: https://doi.org/10.1007/978-3-8349-6854-8_16
Publisher Name: Gabler
Print ISBN: 978-3-8349-3134-4
Online ISBN: 978-3-8349-6854-8
eBook Packages: Business and EconomicsBusiness and Management (R0)