Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 6 of 6
Full-Text Articles in Business
When Silence Is Golden: The Use Of Strategic Silence In Crisis Management, Phuong D. Le, Hui Xun Teo, Augustine Pang, Yuling Li, Cai-Qin Goh
When Silence Is Golden: The Use Of Strategic Silence In Crisis Management, Phuong D. Le, Hui Xun Teo, Augustine Pang, Yuling Li, Cai-Qin Goh
Research Collection Lee Kong Chian School Of Business
Purpose: Scholars have discouraged using silence in crises as it magnifies the information vacuum (see Pang, 2013). The purpose of this paper is to argue for its viability and explore the type of silence that can be used. Design/methodology/approach: Eight international cases were analyzed to examine how silence was adopted, sustained and broken. Findings: The findings uncovered three intention-based typologies of strategic silence: delaying, avoiding and hiding silences. Among such, avoiding/hiding silence intensified crises and adversely affected post-silence organizational image when forcefully broken, while delaying silence helped preserve/restore image with primary stakeholders if successfully sustained and broken as planned. Research …
Corporate Crisis Advertising: A Framework Examining The Use And Effects Of Corporate Advertising Before And After Crises, Benjamin Ho, Wonsun Shin, Augustine Pang
Corporate Crisis Advertising: A Framework Examining The Use And Effects Of Corporate Advertising Before And After Crises, Benjamin Ho, Wonsun Shin, Augustine Pang
Research Collection Lee Kong Chian School Of Business
While corporate advertising has been widely studied as a promotional tool, few studies have examined how it can be used in a corporate crisis situation. In 2013, Kim proposed a conceptual framework for examining stakeholders’ evaluation of pre-crisis corporate advertising, using the inoculation and reactance theory. The framework, published in Journal of Marketing Communications, suggested that pre-crisis advertising can increase audience resistance towards negative news of an organization and decrease audience resistance towards future corporate advertisements from the organization. The present study expands on Kim’s work to develop the corporate crisis advertising (CCA) framework. In addition to the inoculation and …
Explicating The Information Vacuum: Stages, Intensifications, And Implications, Eugene Woon, Augustine Pang
Explicating The Information Vacuum: Stages, Intensifications, And Implications, Eugene Woon, Augustine Pang
Research Collection Lee Kong Chian School Of Business
Purpose: Information vacuums (IVs) arise from organizational failure to satisfy the stakeholders’ informational demands during crises. The purpose of this paper is to expand Pang’s (2013) study of the phenomenon of IV by investigating its nature, stages, intensifying factors and resolution. Design/methodology/approach: Print and social media data of five recent international crises with apparent IVs were analyzed. Findings: Poor crisis communications are intensifying factors that induce media hijacks and hypes, distancing, and public confusion. A four-stage model maps the phenomenon into a flow chart describing its development. IV termination begins when organizations either respond with information or provide solutions, results, …
What 100,000 Tweets About The Volkswagen Scandal Tell Us About Angry Customers, Vanitha Swaminathan, Suyun Mah
What 100,000 Tweets About The Volkswagen Scandal Tell Us About Angry Customers, Vanitha Swaminathan, Suyun Mah
Research Collection Lee Kong Chian School Of Business
In September 2015 the Environmental Protection Agency found that many Volkswagen cars sold in the United States were equipped with software that could falsely improve the performance of diesel engines on emissions tests. This cheating was subsequently acknowledged by the car maker.Among the many issues at stake for the company was one of public perception. Anecdotal evidence at the time of the incident suggested irreparable harm to the Volkswagen brand. So could Volkswagen recover in the short term in this regard? And, the broader question, how can you measure brand perception in times of scandal, particularly in an era where …
Repairing An Organization’S Image In Times Of Crises: What Strategies To Use When?, Augustine Pang, Benjamin Meng-Keng Ho, Nuraini Malik
Repairing An Organization’S Image In Times Of Crises: What Strategies To Use When?, Augustine Pang, Benjamin Meng-Keng Ho, Nuraini Malik
Research Collection Lee Kong Chian School Of Business
The image repair theory has been described as the “dominant paradigm for examining corporate communication in times of crises” (Dardis & Haigh, 2009, p. 101). While the theory, which posits five major strategies and 14 sub-strategies, has been applied extensively, a fundamental question remains: What strategies should be used when? Through meta-analysis of the image repair studies, we examine the persuasiveness/effectiveness in the use of different strategies. This study addresses the call by Haigh and Brubaker (2010) to conduct more studies to understand the use of strategies across different crisis types with a view to providing a template to equip …
Managing A Nation's Image During Crisis: A Study Of The Chinese Government's Image Repair Efforts In The “Made In China” Controversy, Peijuan Cai, Lee Pei Ting, Augustine Pang
Managing A Nation's Image During Crisis: A Study Of The Chinese Government's Image Repair Efforts In The “Made In China” Controversy, Peijuan Cai, Lee Pei Ting, Augustine Pang
Research Collection Lee Kong Chian School Of Business
The image of a nation is crucial in the conduct of international relations (Wang, J. (2006). Managing national reputation and international relations in the global era: Public diplomacy revisited. Public Relations Review, 32, 91–96). A favorable image plays a critical role in asserting one's influence (Benoit, W. L., & Brinson, S. L. (1994). AT&T: “Apologies are not enough”. Communication Quarterly, 42, 75–88; Wang, J. (2006). Managing national reputation and international relations in the global era: Public diplomacy revisited. Public Relations Review, 32, 91–96). Often, strategic communication tools like public relations and media diplomacy are used to enhance a nation's image …