Effects of apologies and crisis responsibility on corporate and spokesperson reputation

Joost W.M. Verhoeven, Joris Jasper van Hoof, Han ter Keurs, Hubrecht A. van Vuuren

    Research output: Contribution to journalArticleAcademicpeer-review

    24 Citations (Scopus)

    Abstract

    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.
    Original languageEnglish
    Pages (from-to)501-504
    Number of pages4
    JournalPublic relations review
    Volume38
    Issue number3
    DOIs
    Publication statusPublished - 2012

    Keywords

    • IR-83657
    • METIS-290400

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