What’s Worse in Times of Product-Harm Crisis? Negative Corporate Ability or Negative CSR Reputation?

Journal of Business Ethics

Volumn 123, Issue 1, 2014, Pages 157-170

  Kim, Sora ^a  

^a UNIVERSITY OF FLORIDA   (United States)

Author keywords

Corporate ability associations; Corporate reputation management; Corporate social responsibility associations; Crisis management

Indexed keywords

EID: 84880086967     PISSN: 01674544     EISSN: 15730697     Source Type: Journal    
DOI: 10.1007/s10551-013-1808-x     Document Type: Article

References (34)

1. Afifi, W. A., & Burgoon, J. K. (2000). The impact of violations on uncertainty and the consequences for attractiveness. Human Communication Research, 26 (2), 203–233.
2. Afifi, W. A., & Metts, S. (1998). Characteristics and consequences of expectation violations in close relationships. Journal of Social and Personal Relationships, 15 (3), 365–392. doi:10.1177/0265-7598153004.
3. Ahluwalia, R., Burnkrant, R. E., & Unnava, H. R. (2000). Consumer response to negative publicity: The moderating role of commitment. Journal of Marketing Research, 37 (2), 203–214.
4. Basil, M. D., Brown, W. J., & Bocarnea, M. C. (2002). Differences in univariate values versus multivariate relationships. Human Communication Research, 28(4), 501–514.
5. Berens, G., van Riel, C., & Rekom, J. (2007). The CSR-quality trade-off: When can corporate social responsibility and corporate ability compensate each other?. Journal of Business Ethics, 74(3), 233–252. doi:10.1007/s1055-006-9232-0.
6. Biehal, G. J., & Sheinin, D. A. (2007). The influence of corporate messages on the product portfolio. Journal of Marketing, 71 (April), 12–25.
7. Brown, T. J., & Dacin, P. A. (1997). The company and the product: Corporate associations and consumer product responses. Journal of Marketing, 61 (January), 68–84.
8. Brown, K.N., Wengreen, H.J., Dimmick, M., Eller, K., Frampton, A., Heaton, E.L., Staheli, T., & Christensen, N.K. (2011). Improving diets of college students: Survey of dietary habits and focus group perspectives on how to best teach students. Journal of Health Behavior and Public Health, 1(1), 23–29.
9. Brown, K. A., & White, C. L.(2011). Organization-Public relationships and crisis response strategies: Impact on attribution of responsibility. Journal of Public Relations Research, 23(1), 75–92.
10. Burgoon, J. K. (1993). Interpersonal expectations, expectancy violations, and emotional communication. Journal of Language and Social Psychology, 12(1–2), 30–48.
11. Burgoon, J. K., & LePoire, B. A. (1993). Effects of communication expectancies, actual communication, and expectancy disconfirmation on evaluations of communicators and their communication behavior. Human Communication Research, 20 (1), 67–96.
12. Burgoon, K., Stern, L. A., & Dillman, L. (1995). Interpersonal adaptation: Dyadic interaction patterns. New York: Cambridge University Press.
13. Burson-Marsteller & Penn Schoen Berland (2011). 2011 crisis reputation preparedness study. http://www.burson-marsteller.com/Innovationandinsights/blogsandpodcasts/BMBlog/Documents/BM20and%20PSB%20Crisis%20Preparedness20Study202011.pdf.
14. Coombs, W. T. (2007). Ongoing crisis communication: Planning, managing, and responding (2nd ed.). Thousand Oaks, CA: Sage.
15. Coombs, W. T., & Holladay, S. J. (2006). Unpacking the halo effect: Reputation and crisis management. Journal of Communication Management, 10(2), 123–137.
16. David, P., Kline, S. & Dai, Y. (2005). Corporate social responsibility practices, corporate identity, and purchase Intention: A dual-process model. Journal of Public Relations Research, 17 (3), 291–313.
17. Davidson, W., & Worrell, D. (1992). Research notes and communications: The effect of product recall announcements on shareholder wealth. Strategic Management Journal, 3, 467–473.
18. Dawar, N., & Pillutla, M. M. (2000). Impact of product-harm crises on brand equity: The moderating role of consumer expectations. Journal of Marketing Research, 37(2), 215–226.
19. Dean, D. H. (2004). Consumer reaction to negative publicity: Effects of corporate reputation, response, and responsibility for a crisis event. Journal of Business Communication, 41(2), 192–211.
20. Fombrun, C. J. (1996). Reputation: Realizing value from the corporate image. Boston, MA: Harvard Business School Press.
21. Grunwald, G., & Hempelmann, B. (2011). Impacts of reputation for quality on perceptions of company responsibility and product-related dangers in times of product-recall and public complains crises: Results from an empirical investigation. Corporate Reputation Review,13(4), 264–283. doi:10.1057/crr.2010.23.
22. Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate data analysis (7th ed.). Upper Saddle River, NJ: Prentice-Hall, Inc.
23. Jackson, L. A., Sullivan, L.A., & Hodge, C. N. (1993). Stereotype effects on attributions, predictions, and evaluations: No two social judgments are quite alike. Journal of Personality and Social Psychology, 65, 69–84.
24. Kalman, Y. M., & Rafaeli, S. (2011). Online pauses and silence: Chronemic expectancy violations in written computer-mediated communication. Communication Research, 38 (1), 54–69. doi:10.1177/0093650210378229.
25. Kalman, Y. M., Ravid, G., Raban, D. R., & Rafaeli, S. (2006). Pauses and response latencies: A chronemic analysis of asynchronous CMC. Journal of Computer Mediated Communication, 12, 1–23.
26. Kim, S. (2011). Transferring effects of CSR strategy on consumer responses: The synergistic model of corporate communication strategy. Journal of Public Relations Research, 23(2), 218–241.
27. Kim, S. & Haley, E., & Koo, G. (2009). Comparison of the paths from consumer involvement types to ad responses between corporate advertising and product advertising. Journal of Advertising, 38(3), 67–80.
28. Kim, S., & Rader, C. S. (2010). What they can do versus how much they care: Assessing corporate communication strategies on Fortune 500 websites. Journal of Communication Management, 14(1), 59–80.
29. Klein, J. & Dawar, N. (2004). Corporate social responsibility and consumers’ attributions and brand evaluations in a product-harm crisis. International Journal of Research in Marketing, 21, 203–217.
30. Matzler, K., Hinterhuber, H. H., Bailom, F., & Sauerwein, E. (1996). How to delight our customers. Journal of Product and Brand Management,5(2), 6–18.
31. Packaged Facts. (2010, July). Prepared foods and ready-to-eat foods at retail: The new competition to foodservice. Retrieved August 24, 2011 from Marketing Research Report database.
32. Romani S., Grappi S., & Bagozzi R. P. (2012). Explaining consumer reactions to corporate social responsibility: The role of gratitude and altruistic values, Journal of Business Ethics. doi:10.1007/s10551-012-1337-z.
33. Sen, S. & Bhattacharya, C.B. (2001). Does doing good always lead to doing better? Consumer reactions to corporate social responsibility. Journal of Marketing Research, 38 (May), 225–243.
34. Sung, K. H., & Kim, S. (in press). I want to be friends with you: How effective are organizations’ interpersonal approaches on Facebook? Journal of Public Relations Research.