haku: @indexterm crisis management / yhteensä: 327
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| Tekijä: | Bennett, R. Gabriel, H. |
| Otsikko: | Corporate reputation, trait covariation and the averaging principle: the case of the UK pensions mis-selling scandal |
| Lehti: | European Journal of Marketing
2001 : VOL. 35:3-4, p. 387-413 |
| Asiasana: | REPUTATION PENSIONS CORPORATE IMAGE COMMUNICATION CRISIS MANAGEMENT |
| Kieli: | eng |
| Tiivistelmä: | The paper presents the results of an empirical investigation into whether the attribution by members of the public of an unfavourable reputational trait (e.g. dishonesty) to a company covaries with other traits ascribed to the same enterprise. Additionally it examines whether people aggregate successive pieces of unfavourable information received about a business to form a continuously worsening impression of it; or whether they mentally average bad news, so that successive adverse items can actually improve the overall impression - provided the later messages are not as damaging as the earlier ones. The study is based on the UK pensions mis-selling scandal, which generated severe, long-term media criticism of the large UK insurance companies. |
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