TY - JOUR
T1 - Effects of apologies and crisis responsibility on corporate and spokesperson reputation
AU - Verhoeven, Joost W.M.
AU - van Hoof, Joris Jasper
AU - ter Keurs, Han
AU - van Vuuren, Hubrecht A.
PY - 2012
Y1 - 2012
N2 - 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 × 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.
AB - 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 × 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.
KW - IR-83657
KW - METIS-290400
U2 - 10.1016/j.pubrev.2012.02.002
DO - 10.1016/j.pubrev.2012.02.002
M3 - Article
SN - 0363-8111
VL - 38
SP - 501
EP - 504
JO - Public relations review
JF - Public relations review
IS - 3
ER -