Effects of apologies and crisis responsibility on corporate and spokesperson reputation

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• 作者：Joost W.M. Verhoeven^a ; Joris J. Van Hoof^b ; ^{j.j.vanhoof@utwente.nl} ; Han Ter Keurs^b ; Mark Van Vuuren^b
• 关键词：Crisis response strategy ; Corporate communication ; Spokesperson ; Trust ; Reputation
• 刊名：Public Relations Review
• 出版年：2012
• 期刊代码：71_03638111
• 类别：bus
• 出版时间：September, 2012
• 卷：38
• 期：3
• 页码：501-504
• 文件大小：179 K

摘要

This study is aimed at the effects of making apologies in a crisis situation and attributed crisis responsibility on corporate- and spokesperson reputation. In a 2 脳 2 scenario experiment (spokesperson making apologies versus no apologies; and accidental versus preventable crisis), 84 respondents judged corporate and spokesperson reputation. We found that the crisis has more impact on corporate reputation than on the spokesperson's reputation. This indicates that the crisis is seen as a collective responsibility of the organization, rather than the personal responsibility of the spokesperson.