Convergence of Crisis Response Strategy and Source Credibility: Who Can You Trust?

10 Pages Posted: 25 Feb 2019

See all articles by Ana Tkalac Verčič

Ana Tkalac Verčič

University of Zagreb

Dejan Verčič

University of Ljubljana

W. Timothy Coombs

Eastern Illinois University

Date Written: January 2019

Abstract

The purpose of this study was to explore how communicative responses and different sources of communication affect stakeholders’ perception of corporate reputation. The main goal was to explore the effects of crisis response strategy and source of crisis communication on organizational and speaker reputations. In a 2 × 2 scenario experiment, respondents judge corporate and speaker reputation of an imaginary organization. Apology as a strategy results in higher postcrisis reputation of both organization and speaker. However, the selection of the source has little effect on how people react to crisis response strategies. This means that a spokesperson can be as useful as a CEO which can be important if the CEO does not convey a positive presence on a screen.

Keywords: CEO, crisis communication, crisis response strategy, source of communication, spokesperson

Suggested Citation

Tkalac Verčič, Ana and Verčič, Dejan and Coombs, W. Timothy, Convergence of Crisis Response Strategy and Source Credibility: Who Can You Trust? (January 2019). Journal of Contingencies and Crisis Management, Vol. 27, Issue 1, pp. 28-37, 2019, Available at SSRN: https://ssrn.com/abstract=3339463 or http://dx.doi.org/10.1111/1468-5973.12229

Ana Tkalac Verčič (Contact Author)

University of Zagreb ( email )

Trg maršala Tita 14
Zagreb
Croatia

Dejan Verčič

University of Ljubljana

Dunajska 104
Ljubljana, 1000
Slovenia

W. Timothy Coombs

Eastern Illinois University ( email )

Charleston, IL 61920-3099
United States

Do you have a job opening that you would like to promote on SSRN?

Paper statistics

Downloads
1
Abstract Views
157
PlumX Metrics