Naslov
Convergence of crisis response strategy and source credibility: Who can you trust?

Autori
Tkalac Verčič, Ana ; Verčič, Dejan, Coombs, Timothy

Izvornik
Journal of contingencies and crisis management (0966-0879) 27 (2019), 1; 28-37

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
Corporate reputation ; Crisis communication

Sažetak
The purpose of this study was to explore how communicative responses and different sources of communication affect stakeholders’ perception of corporate reputation. The main goal was to explore the effects of crisis response strategy and source of crisis communication on organizational and speaker reputations. In a 2 × 2 scenario experiment, respondents judge corporate and speaker reputation of an imaginary organization. Apology as a strategy results in higher postcrisis reputation of both organization and speaker. However, the selection of the source has little effect on how people react to crisis response strategies. This means that a spokesperson can be as useful as a CEO which can be important if the CEO does not convey a positive presence on a screen.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA