Image repair discourse and crisis communication

Benoit, William L.

doi:10.1016/s0363-8111(97)90023-0

Cited by 984 publications

(973 citation statements)

References 11 publications

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“…According to Benoit (1997), when dealing with negative publicity, companies can (i) deny the problem (denial), (ii) refuse to take responsibility for the problem (evasion of responsibility), (iii) claim that the problem is not as bad as it may seem to be (reduction of offensiveness), (iv) recognize the problem and present measures to correct it (corrective action) or (v) apologize for the problem (embarrassment).…”

Section: Methodsmentioning

confidence: 99%

“…The news presented as responses were adapted from the real responses used by the company in such a way as to be interpreted as (i) denial of the problem; (ii) claim that the problem was not as bad as it seemed; (iii) corrective action to resolve the problem. These three reaction alternatives were chosen as being the most representative of the Benoit (1997) typology. Dependent variables were the same as in the first experiment.…”

Section: Methodsmentioning

confidence: 99%

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How to deal with negative publicity: the importance of consumer involvement

Matos

Veiga

2005

BAR, Braz. Adm. Rev.

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Negative information about companies can have a harmful effect on consumer perceptions. However, few studies investigate how consumers process negative publicity and how companies should react to it. In order to examine this question, two experiments were carried out: first, a laboratory experiment which tests how consumers process two different types of negative publicity (product attributes or company values); second, a field experiment comparing three different responses (no answer, denial/reduction of offensiveness and corrective action) given by the company affected by the negative publicity. Results from the first study confirm the detrimental effect of negative publicity on consumer attitudes, indicate that consumers have a higher level of involvement with the message when it is concerned with the company's values and suggest a moderating role of the product involvement on the influence of negative information on corporate image. The second study extends these findings by identifying different options for company reactions from literature and testing them empirically. Results suggest again the involvement variable as a moderator, now on the influence of company reaction on product image.

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Section: Methodsmentioning

confidence: 99%

Section: Methodsmentioning

confidence: 99%

How to deal with negative publicity: the importance of consumer involvement

Matos

Veiga

2005

BAR, Braz. Adm. Rev.

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“…The commonly identified positive relationship between the level of media exposure and the extent of disclosure (Deegan and Rankin, 1996;Darrell and Schwartz, 1997;Brown and Deegan, 1998;Neu et al, 1998;Bewley and Li, 2000;Deegan et al, 2000;2002;Islam and Deegan, 2010) is not found in the case of corporate tax avoidance. It appears that a "do-not-respond" strategy (Benoit, 1997;Elsbach et al,1998;van Staden, 2006) is more predominant than "over-disclosure" strategies (Blank 2008;2009), especially when the media scrutiny of corporate tax reaches the maximum level.…”

Section: Discussionmentioning

confidence: 99%

“…Benoit (1997) explains that a firm does not necessarily respond to the public threats because responding itself implies the firm's acceptance of those accusations. This strategy is also found in one of telecommunications companies.…”

Section: Tax Shaming and Corporate Self-defencementioning

confidence: 99%

News Media Coverage of Corporate Tax Avoidance and Corporate Tax Reporting

Lee

2015

SSRN Journal

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“…The theory is particularly important to contemporary study of public relations and crisis communication, and is used to explore corporate impression management, reputation, and identity. Benoit (1997) developed a theory of image restoration that explains the protective strategies organizations use to limit damage to the corporate image during and following crises. Recent scholarship regarding impression management theory has investigated links between impression management, attribution theory, deception, and self-deception, and it is often studied alongside social influence in political communication, as it is intimately related to an individual's or organization's strategic use of media.…”

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confidence: 99%

Impression Management

Harlow

2018

The International Encyclopedia of Strategic Communication

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University of Texas of the Permian Basin, USA Impression management theory, in its original mid-twentieth-century formulation, describes individuals' use of communication and public behavior to control how others perceive them. The theory arose from laboratory work in social psychology; researchers initially dismissed the strategic communication they observed as undesirable or abnormal behavior, until further study revealed the extent to which individuals work to manage how others perceive them. A half-century of scholarship has demonstrated the usefulness of the theory in the fields of communication studies, cultural studies, health care, linguistics, management, marketing, philosophy, political science, psychology, rhetoric, semiotics, and sociology. The theory itself is interdisciplinary, integrating social cognitivism (psychology), symbolic interactionism (sociology), and dramatism (communication) to explain how an individual constructs his or her self-perceptions and attempts to influence others' perceptions of his or her identity.Impression management theory can be traced to George Herbert Mead's writings on symbolic interactionism (Mead, 1934), in which he argued that communication is dependent on mutual understanding and the shared use of symbols, and that the identity of individuals and of groups is socially constructed. These human characteristics lead people to create and adopt predictable roles that make their social interactions manageable. From a symbolic interactionism perspective, an individual's identity is twofold: the I, or the "real" self that exists without respect to others' perceptions of it, and the me, a reflective self that enacts a social role in a given situation. The individual's self-perception is constructed in part from his or her underlying characteristics and in part from observations about how others respond to his or her behavior.The theory was further developed in the social cognitive tradition through Daniel T. Gilbert (1998), who posited that the individual actor works consciously and unconsciously to shape the behaviors that others see. Here, impression management complements attribution theory, which asserts that people observe others' behaviors and use those observations to infer unknown personality traits and dispositions. Likewise, impression management complements implicit personality theory, which states that communicative actors can, through their behavior, lead others to perceive that behavior as a function of their "implicit personality," a construct created through extensive experience with the organization of human personalities.In communication studies, dramatism and dramaturgical theory have influenced the theory. Dramatism characterizes communicators as actors performing real-life roles before an audience of observers and interlocutors. Erving Goffman (1959), Émile Durkheim (1965), and Kenneth Burke (1969 are among the theorists whose work most

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Image repair discourse and crisis communication

Cited by 984 publications

References 11 publications

How to deal with negative publicity: the importance of consumer involvement

How to deal with negative publicity: the importance of consumer involvement

News Media Coverage of Corporate Tax Avoidance and Corporate Tax Reporting

Impression Management

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