Prescribing versus describing: Testing image restoration strategies in a crisis situation

Corporate Communications

Volumn 14, Issue 1, 2009, Pages 101-118

  Dardis, Frank ^a   Haigh, Michel M ^a  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Communication management; Corporate image; Disaster management

Indexed keywords

EID: 58449127776     PISSN: 13563289     EISSN: None     Source Type: Journal    
DOI: 10.1108/13563280910931108     Document Type: Article

References (48)

1. Allen, W.M., Caillouet, R.H. Legitimation endeavors: impression management strategies used by an organization in crisis Communication Monographs 61 1994 44-62
2. Anderson, E., Robertson, T.S. Inducing multiline salespeople to adopt house brands Journal of Marketing 59 2 1995 16-31
3. Barton, L. Crisis in Organizations: Managing and Communicating in the Heat of Chaos College Divisions South-Western Cincinnati, OH 1993
4. Becker-Olsen, K.L., Cudmore, B.A., Hill, R.P. The impact of perceived corporate social responsibility on consumer behavior Journal of Business Research 59 1 2006 46-53
5. Benoit, W.L. Accounts, Excuses, Apologies: A Theory of Image Restoration Discourse State University of New York Press Albany, NY 1995
6. Benoit, W.L. Image repair discourse and crisis communication Public Relations Review 23 2 1997 177-86
7. Benoit, W.L., Brinson, S.L. AT&T: 'apologies are not enough' Communication Quarterly 42 1 1994 75-88
8. Benoit, W.L., Czerwinski, A. A critical analysis of USAir's image repair discourse Business Communication Quarterly 60 3 1997 38-57
9. Benoit, W.L., Lindsey, J.J. Argument strategies: antidote to Tylenol's poisoned image Journal of the American Forensic Association 23 1987 136-46
10. Blaney, J.R., Benoit, W.L., Brazeal, L.M. Blowout!: firestone's image restoration campaign Public Relations Review 28 4 2002 379-92
11. Bradford, J.L., Garrett, D.E. The effectiveness of corporate communicative responses to accusations of unethical behavior Journal of Business Ethics 14 11 1995 875-92
12. Brinson, S.L., Benoit, W.L. Dow Corning's image repair strategies in the breast implant crisis Communication Quarterly 44 1 1996 29-41
13. Brinson, S.L., Benoit, W.L. The tarnished star: restoring Texaco's damaged public image Management Communication Quarterly 12 4 1999 483-510
14. Burke, K. The Rhetoric of Religion University of California Press Berkeley, CA 1970
15. Coombs, W.T. Choosing the right words: the development of guidelines for the selection of the appropriate crisis-response strategies Management Communication Quarterly 8 4 1995 447-76
16. Coombs, W.T. An analytic framework for crisis situations: better responses from a better understanding of the situation Journal of Public Relations Research 10 3 1998 177-92
17. Coombs, W.T. Information and compassion in crisis responses: a test of their effects Journal of Public Relations Research 11 2 1999a 125-42
18. Coombs, W.T. Ongoing Crisis Communication: Planning, Managing, and Responding Sage Thousand Oaks, CA 1999b
19. Coombs, W.T. Impact of past crisis on current crisis communication Journal of Business Communication 41 3 2004a 265-89
20. Coombs, W.T. West pharmaceutical's explosion: structuring crisis discourse knowledge Public Relations Review 30 4 2004b 467-73
21. Coombs, W.T. The protective powers of crisis response strategies: managing reputational assets during a crisis Journal of Promotion Management 12 3/4 2006 241-60
22. Coombs, W.T. Attribution theory as a guide for post-crisis communication research Public Relations Review 33 2 2007 135-9
23. Coombs, W.T., Holladay, S.J. Communication and attributions in a crisis: an experimental study in crisis communication Journal of Public Relations Research 8 4 1996 279-95
24. Coombs, W.T., Holladay, S.J. Helping crisis managers protect reputational assets: initial tests of the situational crisis communication theory Management Communication Quarterly 16 2 2002 165-86
25. Coombs, W.T., Holladay, S.J. Comparing apology to equivalent crisis response strategies: clarifying apology's role and value in crisis communication Public Relations Review 34 3 2008 252-7
26. Coombs, W.T., Schmidt, L. An empirical analysis of image restoration: Texaco's racism crisis Journal of Public Relations Research 12 2 2000 163-78
27. Dawar, N., Pillutla, M.M. Impact of product-harm crises on brand equity: the moderating role of consumer expectations Journal of Marketing Research 37 2 2000 215-26
28. Dean, D.H. Consumer reaction to negative publicity Journal of Business Communication 41 2 2004 192-211
29. Fearn-Banks, K. No resources, no tools, no equipment: crisis communications after the Southern California Earthquake Public Relations Quarterly 39 3 1994 23-8
30. Goffman, E. Relations in Public: Microstudies of the Public Order Harper & Row New York, NY 1971
31. Hearit, K.M. 'Mistakes were made': organizations, apologia and crises of social legitimacy Communication Studies 46 1995 1-17
32. Hearit, K.M. On the use of transcendence as an apologia strategy: the case of Johnson controls and its fetal protection policy Public Relations Review 23 3 1997 217-31
33. Hearit, K.M. Crisis Management by Apology: Corporate Response to Allegations of Wrongdoing Lawrence Erlbaum Associates Mahwah, NJ 2006
34. Kim, Y. Understanding Crisis Management Chaek and Gil Seoul 2002
35. Lyon, L., Cameron, G.T. A relational approach examining the interplay of prior reputation and immediate response to a crisis Journal of Public Relations Research 16 3 2004 213-41
36. Massey, J.E., Larsen, J.P. Crisis management in real time: how to successfully plan for and respond to a crisis Journal of Promotion Management 12 3/4 2006 63-97
37. Putrevu, S., Lord, K.L. Comparative and noncomparative advertising: attitudinal effects under cognitive and affective involvement conditions Journal of Advertising 23 2 1994 77-90
38. Rosenfeld, L.W. A case study in speech criticism: the Nixon-Truman analog Speech Monographs 35 1968 435-50
39. Ryan, H.R. Kategoria and apologia: on their rhetorical criticism as a speech set Quarterly Journal of Speech 68 3 1982 254-61
40. Scott, M.H., Lyman, S.M. Accounts American Sociological Review 33 1968 46-62
41. Seeger, M.W., Sellnow, T.L., Ulmer, R.R. Roloff, M.E. Communication, organization, and crisis Communication Yearbook 21 Sage Thousand Oaks, CA 1998 231-75
42. Stephens, K.K., Malone, P.C., Bailey, C.M. Communicating with stakeholders during a crisis: evaluating message strategies Journal of Business Communication 42 4 2005 390-419
43. Sturges, D.L. Communicating through crisis: a strategy for organizational survival Management Communication Quarterly 7 3 1994 297-316
44. Sykes, G.M., Matza, D. Techniques of neutralization: a theory of delinquency American Sociological Review 22 1957 664-70
45. Ulmer, R.R., Seeger, M.W., Sellnow, T.L. Post-crisis communication and renewal: expanding the parameters of post-crisis discourse Public Relations Review 33 2 2007 130-4
46. van Trijp, H.C.M., Hoyer, W.D., Inman, J.J. Why switch? Product category-level explanations for true variety-seeking behavior Journal of Marketing Research 33 3 1996 281-92
47. Ware, B.L., Linkugel, W.A. They spoke in defense of themselves: on the generic criticism of apologia Quarterly Journal of Speech 59 3 1973 273-83
48. Zaichkowsky, J.L. Conceptualizing involvement Journal of Advertising 15 2 1986 4-14