Comparing apology to equivalent crisis response strategies: Clarifying apology's role and value in crisis communication

Public Relations Review

Volumn 34, Issue 3, 2008, Pages 252-257

  Coombs, W Timothy ^a   Holladay, Sherry J ^a  

^a EASTERN ILLINOIS UNIVERSITY   (United States)

Author keywords

Apology; Crisis communication; Crisis response strategies

Indexed keywords

EID: 48049114801     PISSN: 03638111     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.pubrev.2008.04.001     Document Type: Article

References (34)

1. Alsop R.J. The 18 immutable laws of corporate reputation: Creating, protecting, and repairing your most valuable asset (2004), Free Press, New York
2. Arpan L.M., and Roskos-Ewoldsen D.R. Stealing thunder: Analysis of the effects of proactive disclosure of crisis information. Public Relations Review 31 (2005) 425-433
3. Benoit W.L. Accounts, excuses, and apologies: A theory of image restoration (1995), State University of New York Press, Albany, NY
4. Benoit W.L., and Drew S. Appropriateness and effectiveness of image repair strategies. Communication Reports 10 (1997) 153-163
5. Blumstein P.W., Carssow K.G., Hall J., Hawkins B., Hoffman R., Ishem E., et al. The honoring of account. American Sociological Review 40 (1974) 551-566
6. Bradford J.L., and Garrett D.E. The effectiveness of corporate communicative responses to accusations of unethical behavior. Journal of Business Ethics 14 (1995) 875-892
7. Cohen J.R. Advising clients to apologize. Southern California Law Review 72 (1999) 1009-1073
8. Coombs W.T. An analytic framework for crisis situations: Better responses from a better understanding of the situation. Journal of Public Relations Research 10 (1998) 177-191
9. Coombs W.T. The protective powers of crisis response strategies: Managing reputational assets during a crisis. Journal of Promotion Management (2006) 12
10. Coombs W.T. Protecting organization reputations during a crisis: The development and application of situational crisis communication theory. Corporate Reputation Review 10 3 (2007) 163-177
11. Coombs W.T., and Holladay S.J. Communication and attributions in a crisis: An experimental study of crisis communication. Journal of Public Relations Research 8 (1996) 279-295
12. Coombs W.T., and Holladay S.J. Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly 16 (2002) 165-186
13. Coombs W.T., and Holladay S.J. Exploratory study of stakeholder emotions: Affect and crisis. In: Ashkanasy N.M., Zerbe W.J., and Hartel C.E.J. (Eds). Research on emotion in organizations: The effect of affect in organizational settings Vol. 1 (2005), Elsevier, New York 271-288
14. Coombs W.T., and Holladay S.J. The negative communication dynamic: Exploring the impact of stakeholder affect on behavioral intention. Journal of Communication Management 11 4 (2007) 300-312
15. Davies G., Chun R., da Silva R.V., and Roper S. Corporate reputation and competitiveness (2003), Routledge, New York
16. Dawar N., and Pillutla M.M. Impact of product-harm crises on brand equity: The moderating role of consumer expectations. Journal of Marketing Research 27 (2000) 215-226
17. Dean D.W. Consumer reaction to negative publicity: Effects of corporate reputation, response, and responsibility for a crisis event. Journal of Business Communication 41 (2004) 192-211
18. Dowling G. Creating corporate reputations: Identity, image, and performance (2002), Oxford University Press, New York
19. Fediuk T.A. Concern and corrective action during an accident: An analysis of responses communicated in a crisis situation. Paper present at the Annual Meeting of the National Communication Association. New Orleans, LA (2002)
20. Fombrun C.J., and van Riel C.B.M. Fame & fortune: How successful companies build winning reputations (2003), Prentice Hall Financial Times, New York
21. Fuchs-Burnett T. Mass public corporate apology. Dispute Resolution Journal 57 3 (2002) 26-32
22. Griffin M., Babin B.J., and Darden W.R. Consumer assessments of responsibility for product-related injuries: The impact of regulations, warnings, and promotional policies. Advances in Consumer Research 19 (1992) 870-877
23. Herr P.M., Kardes F.R., and Kim J. Effect of word-of-mouth and product attribute information on persuasion: An accessibility-diagnostic perspective. The Journal of Consumer Research 17 (1991) 452-462
24. Huang Y.H., Lin Y.H., and Su S.H. Crisis communicative strategies in Taiwan: Category, continuum, and cultural implication. Public Relations Review 31 (2005) 229-238
25. Jorgensen B.K. Components of consumer reaction to company-related mishaps: A structural equation model approach. Advances in Consumer Research 23 (1996) 346-351
26. Laczniak R.N., DeCarlo T.E., and Ramaswami S.H. Consumers' responses to negative word-of-mouth communication: An attribution theory perspective. Journal of Consumer Psychology 11 (2001) 57-73
27. Lyon L., and Cameron G.T. Fess up or stonewall? An experimental test of prior reputation and response style in the face of negative news coverage. Web Journal of Mass Communication Research 1 4 (1998). http://www.scripps.ohiou.edu/wjmcr/vol01/1-4a.htm Retrieved June 5, 2005 from http://www.scripps.ohiou.edu/wjmcr/vol01/1-4a.htm
28. McAuley E., Duncan T.E., and Russell D.W. Measuring causal attributions: The revised causal dimension scale (CDII). Personality and Social Psychology Bulletin 18 (1992) 566-573
29. Patel A., and Reinsch L. Companies can apologize: Corporate apologies and legal liability. Business Communication Quarterly 66 (2003) 17-26
30. Rousseau D.M. Is there such a thing as "evidence-based management"?. Academy of Management Review 31 (2005) 256-269
31. Stockmyer J. Brands in crisis: Consumer help for deserving victims. Advances in Consumer Research 23 (1996) 429-435
32. Sturges D.L. Communicating through crisis: A strategy for organizational survival. Management Communication Quarterly 7 (1994) 297-316
33. Tyler L. Liability means never being able to say you're sorry: Corporate guilt, legal constraints, and defensiveness in corporate communication. Management Communication Quarterly 11 (1997) 51-73
34. Wirtz J., and Mattila A. The effects of consumer expertise on evoked set and service loyalty. Journal of Services Marketing 17 7 (2003) 649-665