IDEAS home Printed from https://ideas.repec.org/a/pal/crepre/v20y2017i1d10.1057_s41299-017-0016-5.html
   My bibliography  Save this article

Is there Still a PR Problem Online? Exploring the Effects of Different Sources and Crisis Response Strategies in Online Crisis Communication Via Social Media

Author

Listed:
  • Young Kim

    (Marquette University)

  • Hyojung Park

    (Louisiana State University)

Abstract

This study examined the effects of source and crisis response strategy on crisis communication outcomes in the context of social media. A 3 (source: organization, CEO, or customer) × 2 (strategy: accommodative or defensive) × 2 (crisis type: airline crash or bank hacking) mixed experimental study was conducted with 391 participants. The organizational sources were more likely to be perceived as more credible than the non-organizational sources. In particular, the CEO appeared to be the most trustworthy and credible source in delivering crisis messages. The path analysis indicated that perceived source credibility mediated the effect of source on reputation and behavioral intentions. This mediation appeared to be contingent on the type of crisis response strategy.

Suggested Citation

  • Young Kim & Hyojung Park, 2017. "Is there Still a PR Problem Online? Exploring the Effects of Different Sources and Crisis Response Strategies in Online Crisis Communication Via Social Media," Corporate Reputation Review, Palgrave Macmillan, vol. 20(1), pages 76-104, February.
  • Handle: RePEc:pal:crepre:v:20:y:2017:i:1:d:10.1057_s41299-017-0016-5
    DOI: 10.1057/s41299-017-0016-5
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1057/s41299-017-0016-5
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.

    File URL: https://libkey.io/10.1057/s41299-017-0016-5?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Helm, Sabrina, 2011. "Employees' awareness of their impact on corporate reputation," Journal of Business Research, Elsevier, vol. 64(7), pages 657-663, July.
    2. Berinsky, Adam J. & Huber, Gregory A. & Lenz, Gabriel S., 2012. "Evaluating Online Labor Markets for Experimental Research: Amazon.com's Mechanical Turk," Political Analysis, Cambridge University Press, vol. 20(3), pages 351-368, July.
    3. van Noort, Guda & Willemsen, Lotte M., 2012. "Online Damage Control: The Effects of Proactive Versus Reactive Webcare Interventions in Consumer-generated and Brand-generated Platforms," Journal of Interactive Marketing, Elsevier, vol. 26(3), pages 131-140.
    4. Christoph Bartneck & Andreas Duenser & Elena Moltchanova & Karolina Zawieska, 2015. "Comparing the Similarity of Responses Received from Studies in Amazon’s Mechanical Turk to Studies Conducted Online and with Direct Recruitment," PLOS ONE, Public Library of Science, vol. 10(4), pages 1-23, April.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Jörn S. Basel & Katja Rubin, 2021. "Repair of Trust Through Apology at a Reputable Company: The Case of PostBus In Switzerland," International Journal of Business Research and Management (IJBRM), Computer Science Journals (CSC Journals), vol. 12(3), pages 116-138, June.
    2. A. J. Guerber & Vikas Anand & Alan E. Ellstrand & Matthew A. Waller & Iris Reychav, 2020. "Extending the Situational Crisis Communication Theory: The Impact of Linguistic Style and Culture," Corporate Reputation Review, Palgrave Macmillan, vol. 23(2), pages 106-127, May.
    3. Liebrecht, Christine & Tsaousi, Christina & van Hooijdonk, Charlotte, 2021. "Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions," Journal of Business Research, Elsevier, vol. 132(C), pages 124-135.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Oliver Hahl, 2016. "Turning Back the Clock in Baseball: The Increased Prominence of Extrinsic Rewards and Demand for Authenticity," Organization Science, INFORMS, vol. 27(4), pages 929-953, August.
    2. Scott, Carol F. & Bay-Cheng, Laina Y. & Nochajski, Thomas H. & Lorraine Collins, R., 2024. "Emerging adults’ social media engagement & alcohol misuse: A multidimensional, person-centered analysis of risk," Children and Youth Services Review, Elsevier, vol. 159(C).
    3. Pan, Jing Yu & Liu, Dahai, 2022. "Mask-wearing intentions on airplanes during COVID-19 – Application of theory of planned behavior model," Transport Policy, Elsevier, vol. 119(C), pages 32-44.
    4. Michele Cantarella & Chiara Strozzi, 2021. "Workers in the crowd: the labor market impact of the online platform economy [An evaluation of instrumental variable strategies for estimating the effects of catholic schooling]," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 30(6), pages 1429-1458.
    5. Robbett, Andrea & Matthews, Peter Hans, 2018. "Partisan bias and expressive voting," Journal of Public Economics, Elsevier, vol. 157(C), pages 107-120.
    6. Park, JungKun & Ahn, Jiseon & Thavisay, Toulany & Ren, Tianbao, 2019. "Examining the role of anxiety and social influence in multi-benefits of mobile payment service," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 140-149.
    7. Chunhao Wei & Han Chen & Yee Ming Lee, 2022. "COVID-19 preventive measures and restaurant customers’ intention to dine out: the role of brand trust and perceived risk," Service Business, Springer;Pan-Pacific Business Association, vol. 16(3), pages 581-600, September.
    8. Masha Shunko & Julie Niederhoff & Yaroslav Rosokha, 2018. "Humans Are Not Machines: The Behavioral Impact of Queueing Design on Service Time," Management Science, INFORMS, vol. 64(1), pages 453-473, January.
    9. Yoram Halevy & Guy Mayraz, 2024. "Identifying Rule-Based Rationality," The Review of Economics and Statistics, MIT Press, vol. 106(5), pages 1369-1380, September.
    10. Abel Brodeur, Nikolai M. Cook, Anthony Heyes, 2022. "We Need to Talk about Mechanical Turk: What 22,989 Hypothesis Tests Tell Us about Publication Bias and p-Hacking in Online Experiments," LCERPA Working Papers am0133, Laurier Centre for Economic Research and Policy Analysis.
    11. Weitzl, Wolfgang & Hutzinger, Clemens, 2017. "The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders," Journal of Business Research, Elsevier, vol. 80(C), pages 164-175.
    12. Lude, Maximilian & Prügl, Reinhard, 2021. "Experimental studies in family business research," Journal of Family Business Strategy, Elsevier, vol. 12(1).
    13. Mattozzi, Andrea & Snowberg, Erik, 2018. "The right type of legislator: A theory of taxation and representation," Journal of Public Economics, Elsevier, vol. 159(C), pages 54-65.
    14. Jasper Grashuis & Theodoros Skevas & Michelle S. Segovia, 2020. "Grocery Shopping Preferences during the COVID-19 Pandemic," Sustainability, MDPI, vol. 12(13), pages 1-10, July.
    15. Jeanette A.M.J. Deetlefs & Mathew Chylinski & Andreas Ortmann, 2015. "MTurk ‘Unscrubbed’: Exploring the good, the ‘Super’, and the unreliable on Amazon’s Mechanical Turk," Discussion Papers 2015-20, School of Economics, The University of New South Wales.
    16. Jun Zhang & Joon Soo Lim, 2021. "Mitigating negative spillover effects in a product-harm crisis: strategies for market leaders versus market challengers," Journal of Brand Management, Palgrave Macmillan, vol. 28(1), pages 77-98, January.
    17. Haas, Nicholas & Hassan, Mazen & Mansour, Sarah & Morton, Rebecca B., 2021. "Polarizing information and support for reform," Journal of Economic Behavior & Organization, Elsevier, vol. 185(C), pages 883-901.
    18. Cantarella, Michele & Strozzi, Chiara, 2019. "Workers in the Crowd: The Labour Market Impact of the Online Platform Economy," IZA Discussion Papers 12327, Institute of Labor Economics (IZA).
    19. O. Ashton Morgan & John C. Whitehead, 2018. "Willingness to Pay for Soccer Player Development in the United States," Journal of Sports Economics, , vol. 19(2), pages 279-296, February.
    20. John Hulland & Jeff Miller, 2018. "“Keep on Turkin’”?," Journal of the Academy of Marketing Science, Springer, vol. 46(5), pages 789-794, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:pal:crepre:v:20:y:2017:i:1:d:10.1057_s41299-017-0016-5. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.palgrave.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.