期刊
JOURNAL OF PUBLIC RELATIONS RESEARCH
卷 30, 期 5-6, 页码 251-272出版社
ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD
DOI: 10.1080/1062726X.2018.1545129
关键词
Crisis communication; image repair; crisis response; IRT; SCCT
Drawing from image repair theory and situational crisis communication theory, this study advances crisis communication theory by analyzing nearly 800 public relations professionals' perceptions of 15 image repair strategies. A national sample of US public relations professionals evaluated communication strategies for their effectiveness and preference for use in three crisis scenarios (accidents, product safety, and illegal activity). Compensation, corrective action, and mortification were the most highly ranked crisis response strategies, regardless of attribution of organizational responsibility or culpability, across 3 different types of accidental and preventable crises. This hierarchical consistency suggests that using communication strategies for maintaining and strengthening an organization's relationships with its publics may be the best protection for sustaining and repairing positive reputation long-term.
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