Business and Corporate Communications Commons^™

Political Connections And Corporate Diversification In Emerging Economies: Evidence From China, Weiwen Li, Ai He, Hailin Lan, Daphne W. Yiu

Research Collection Lee Kong Chian School Of Business

Drawing upon the resource-based view, this study examines how political connections affect corporate diversification in an emerging economy. Data from a sample of 1,280 Chinese public firms over 2002-2005 show a strong positive relationship between political connections and corporate diversification. We also find that the positive relationship between political connections and corporate diversification is moderated by the level of state ownership in firms and the level of regional institutional development. Theoretical and managerial implications are discussed.

Toward A Publics-Driven, Emotion-Based Conceptualization In Crisis Communication: Unearthing Dominant Emotions In Multi-Staged Testing Of The Integrated Crisis Mapping (Icm) Model, Yan Jin, Augustine Pang, Glen T. Cameron

Research Collection Lee Kong Chian School Of Business

To better understand not only the minds, but also the hearts of key publics, we have developed a more systemic approach to understand the responses of audiences in crisis situations. The Integrated Crisis Mapping (ICM) model is based on a publics-based, emotion-driven perspective where the publics' responses to different crises are mapped on 2 continua, the organization's engagement in the crisis and primary publics' coping strategy. This multistage testing found evidence that anxiety was the default emotion that publics felt in crises. The subsequent emotions felt by the publics varied in different quadrants involving different crisis types. As far as …

Negotiating Crisis In The New Media Environment: Evolution Of Crises Online, Gaining Legitimacy Offline, Augustine Pang, Nasrath Begam Abul Hassan, Aaron Chee Yang Chong

Research Collection Lee Kong Chian School Of Business

This study examines how crises originate online, how different new media platforms escalate crises, and how issues become legitimized offline when they transit onto mainstream media. We study five social media crises, which includes United breaks guitars and Southwest Air’s too fat to fly. Crises are triggered online when stakeholders are empowered by new media platforms that allow user-generated content to be posted online without any filtering. Facebook, YouTube and Twitter emerge as top crises breeding grounds due to their large user base and the lack of gatekeeping. Facebook and blogs are responsible for escalating crises beyond the immediate stakeholder …

Corporate Image Vacuum: Nature, Characteristics And Implications For The Organization, Noraizah Zainal Abidin, Augustine Pang

Research Collection Lee Kong Chian School Of Business

A good corporate image is important to organizations (Benoit & Pang, 2008). Even then, some organizations do not have one (Bernstein, 1984/1989; Walker, 2010). Arguably the first study to explicate the notion of corporate image vacuum through the development of the Corporate Image Grid Framework, this study examines how an image vacuum is generated and what organizations can do to fill it. The framework offers a systematic way of assessing an organization’s image to heighten practitioners’ awareness of image management of their organizations. Four organizations drawn from Fortune 2011 list of 50 most admired organizations are studied: Singapore Airlines, Google, …

Negotiating Crisis In The New Media Environment: Evolution Of Crises Online, Gaining Legitimacy Offline, Augustine Pang, Nasrath Begam Binte Abul Hassan, Aaron Chee Yang Chong

Research Collection Lee Kong Chian School Of Business

This study examines how crises originate online, how different new media platforms escalate crises, and how issues become legitimized offline when they transit onto mainstream media. We study five social media crises, which includes United breaks guitars and Southwest Air’s too fat to fly. Crises are triggered online when stakeholders are empowered by new media platforms that allow user-generated content to be posted online without any filtering. Facebook, YouTube and Twitter emerge as top crises breeding grounds due to their large user base and the lack of gatekeeping. Facebook and blogs are responsible for escalating crises beyond the immediate stakeholder …

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 …

Importance Of Corporate Reputation, Mark Chong

Research Collection Lee Kong Chian School Of Business

No abstract provided.

Us Government Efforts To Repair Its Image After The 2008 Financial Crisis, Andrea A. Chua, Augustine Pang

Research Collection Lee Kong Chian School Of Business

Globalization has intensified the interaction and interdependency among countries. The need to maintain good reputation and establish good relationships should dominate public diplomacy efforts (Hiebert, 2005). Using the US financial crisis 2008 as a case study, this study examines how the world's only superpower repaired its image when it was accused of triggering the financial meltdown that impacted the world economy. Few studies have examined repair strategies by nations. The need to undertake more empirical research to understand how the image-rebuilding rhetoric can aid diplomatic efforts remains relevant today.

Enhancing Internal Communications: How Microsoft Cuts Through The Clutter, Singapore Management University

Perspectives@SMU

How do you communicate with 5,000 employees across 17 countries in a simple yet effective and compelling way? This was a question that Jovina Ang had to answer back in 2010, when she joined Microsoft Services Asia as marketing communications director.

The Ethnocentric Bias: Why One Size Does Not Fit All In The World Of Digital Communication, Michael A. Netzley

Research Collection Lee Kong Chian School Of Business

In this chapter Michael Netzley, PhD at Singapore Management University, discusses the opportunity to see beyond traditional markets. Asia is filled with diverse and fragmented markets, more so than we typically find in the West's mature markets. The larger social media conversation reflects values and market assumptions of these mature markets, and all too often the needs of Asia's many emerging markets go unrepresented. Professional communicators must stop relying on advice crafted within different market conditions and instead lead the way forward by producing solid research as the basis for data-driven communication decisions.

Towards A Crisis Pre-Emptive Image Management Model, Augustine Pang

Research Collection Lee Kong Chian School Of Business

Purpose ‐ A good corporate image is important to organizations. However, little is elaborated on how organizations can work on their images. This study seeks to explicate the types of image management before, during, and after a crisis through the development of the crisis pre-emptive image management model. Design/methodology/approach ‐ Integrating insights from communication and marketing literature, this paper uses cases from the USA, Europe and Asia to make the concepts come alive. Findings ‐ At each stage of Wilcox and Cameron's crisis life cycle, different types of image management can take place. At the proactive stage are image creation …

Teaching Public Relations To Students With A Confucian Cultural Background, Jurrien Gregor Halff

Research Collection Lee Kong Chian School Of Business

This paper explores how the Confucian cultural background of students influences their perceptions of and reaction to the dominant public relations curriculum from the ‘West’. Using focus groups of Asian students, three heuristics that affect the students’ affinity to learn public relations are identified. Instructors working with students from a Confucian cultural background are advised to incorporate these heuristics when planning their curriculum.

Pushing The Learning Curve Of Public Relations In Asia, Jurrien Gregor Halff

Research Collection Lee Kong Chian School Of Business

No abstract provided.

Online Consumer Complaint Behaviors: The Dynamics Of Service Failures, Consumers' Word Of Mouth, And Organization-Consumer Relationships, Seung B. Bach, Soojin Kim

Research Collection Lee Kong Chian School Of Business

This study aims to provide an understanding of the relationships between consumer's negative word of mouth (WOM) and organizations' rectification behaviors. We see consumers' negative WOM as a process of problem solving when consumers encounter an organization's service failure that dissatisfies them. This study suggests a strategic management of public relations as a principle for consumer complaint management. Based on case studies, this study finds that negative WOM is formed by the dynamics of experience sharing, advice giving, agreement, and disagreement. In particular, we discovered that information sharing is predominant among negative WOM behaviors. Finally, the case study reveals that …

Social Networks And The Desire To Save Face: A Case From Singapore, Michael A. Netzley, Akanksha Rath

Research Collection Lee Kong Chian School Of Business

For five years, corporate communication undergraduates have maintained a wiki as a final course and community service project. Using Web 2.0 platforms to crowdsource and curate content, they learn to employ online communications for work purposes. When the course was launched in 2007, the dominant social media narrative invited educators to embrace a technological optimism with sub-themes of open communication, sharing, and co-creation. By 2011, student feedback had compelled the instructor to consider the limits of technological optimism and revise the course. Specifically, Singaporean students have displayed a need to save face online, which has led to a localized teaching …

The Agency Problem, Corporate Governance, And The Asymmetrical Behavior Of Selling, General, And Administrative Costs, Hai Lu, Hai Lu, Theodore Sougiannis

Research Collection School Of Accountancy

Selling, general, and administrative (SG&A) costs represent a significant proportion of thecosts of business operations. On average, the SG&A costs to total assets ratio is 27 percent,compared to the research and development (R&D) to total assets ratio of 3 percent(Banker, Huang, and Natarajan 2011). Due to the importance of SG&A costs, practitionerspay close attention to controlling SG&A spending. Understanding SG&A cost behaviorand the role of managers in adjusting the costs is thus important to researchers andpractitioners. Recent empirical research indicates that SG&A costs behave asymmetrically,that is, they increase more rapidly when demand increases than they decline when demanddecreases (Anderson, Banker, …

Examining The Chinese Approach To Crisis Management: Cover-Ups, Saving Face, And Taking The “Upper Level Line”, Lan Ye, Augustine Pang

Research Collection Lee Kong Chian School Of Business

In 2008, the Sanlu Group, a former giant in the Chinese dairy industry and a quintessential Chinese organization, was confronted with the melamine-contaminated milk crisis. Its products were blamed for causing at least six babies' deaths and damaging the kidneys of about 294,000 babies. Sanlu was criticized for its crisis handling, which resulted in its collapse several months later. Using the contingency theory of strategic conflict management and Coombs' typology of crisis communication strategies, this study explored Sanlu's crisis management as a mirror to understanding the Chinese approach to crisis management. Findings showed that influenced by political, social, and cultural …

Communication, Organizing And Organization: An Overview And Introduction To The Special Issue, Francois Cooren, Timothy Kuhn, Joep P. Cornelissen, Timothy Adrian Robert Clark

Research Collection Lee Kong Chian School Of Business

This paper provides an overview of previous work that has explored the processes and mechanisms by which communication constitutes organizing (as ongoing efforts at coordination and control of activity and knowledge) and organizations (as collective actors that are 'talked' into existence). We highlight differences between existing theories and analyses grounded in communication-as-constitutive (CCO) perspectives and describe six overarching premises for such perspectives; in so doing, we sharpen and bound the explanatory power of CCO perspectives for organization studies more generally. Building on these premises, we develop an agenda for further research, call for greater cross-fertilization between the communication and organization …

Communicating Crisis: How Culture Influences Image Repair In Western And Asian Governments, Yvonne Siew‐Yoong Low, Jeni Varughese, Augustine Pang

Research Collection Lee Kong Chian School Of Business

Purpose: The purpose of this paper is to seek to understand the differences in image repair strategies adopted by two governments that operate in the Western and Asian societies when faced with similar crises. Design/methodology/approach: Textual analyses are presented of communication of Hurricane Katrina and Typhoon Morakot by the Taiwanese and US governments, respectively. Findings: Faced with similar accusations of slow response, the Asian culture, represented by the Taiwanese Government, used predominantly mortification and corrective action strategies. The Western culture, represented by the US Government, used predominantly bolstering and defeasibility and a mixed bag of other strategies such as shifting …

Firm Structure And Corporate Cash Holdings, Venkat Subramaniam, Tony Tang, Heng Yue, Xin Zhou

Research Collection School Of Accountancy

We analyze whether the organizational structure of firms (i.e., whether a firm is diversified or focused) affects their cash holdings. Using Compustat firm level and segment-level data, we find that diversified firms hold significantly less cash than their focused counterparts. Our results are robust to industry adjustments at the segment level and to different factors previously found to be important determinants of cash holdings. Using time-series, cross-sectional, and additional robustness tests we are able to attribute the lower cash holdings among diversified firms to complementary growth opportunities across the different segments of these firms and the availability of active internal …

Digitisation's Impacts On Publics: Public Knowledge And Civic Conversation, Alessandro Lovari, Soojin Kim, Kelly Vibber, Jeong-Nam Kim

Research Collection Lee Kong Chian School Of Business

This paper proposes a new way of classifying publics in terms of their adoption and use of digitalised communication technologies. A CATI (computer aided telephone interview) survey of 1,014 citizens revealed that people in Siena, Italy, show different patterns and gaps in adopting new media and technologies as well as in using them in their civic participation and engagement. Based on the survey results, four types of publics are suggested (inactive, analogical, hybrid, and digital publics) and a demographic profile of each public including age, gender, and education is provided. The relationships among public types, level of education, and gender …

Different Means To The Same End: A Comparative Contingency Analyses Of Singapore And China’S Management Of The Severe Acute Respiratory Syndrome (Sars) Crisis, Yan Jin, Augustine Pang, Glen T. Cameron

Research Collection Lee Kong Chian School Of Business

For months in 2003, the world lay under siege by a strain of virus that masqueraded as pneumonia but inflicted a far more lethal effect. By all accounts, the mystery of how the severe respiratory acute syndrome (SARS) virus came to be has remained largely unsolved (Bradsher & Altman 2003). What began as routine fever and cough in a Chinese physician, later identified as a super-carrier, rapidly spread to people who had cursory contacts with him, spiralling into a worldwide crisis that spanned Asia and the North Americas (Rosenthal 2003).

Collective Intelligence Ratio: Measurement Of Real-Time Multimodal Interactions In Team Projects, Paul Kim, Donghwan Lee, Youngjo Lee, Chuan Huang, Tamas Makany

Research Collection Lee Kong Chian School Of Business

PurposeWith a team interaction analysis model, the authors sought to identify a varying range of individual and collective intellectual behaviors in a series of communicative intents particularly expressed with multimodal interaction methods. In this paper, the authors aim to present a new construct (i.e. collective intelligence ratio (CIR)) which refers to a numeric indicator representing the degree of intelligence of a team in which each team member demonstrates an individual intelligence ratio (IR) specific to a team goal.Design/methodology/approachThe authors analyzed multimodal team interaction data linked to communicative intents with a Poisson‐hierarchical generalized linear model (HGLM).FindingsThe study found evidence of a …

Audience Perceptions Of Charismatic And Non-Charismatic Oratory: The Case Of Management Gurus, Timothy Adrian Robert Clark, David Greatbatch

Research Collection Lee Kong Chian School Of Business

The purpose of the paper is to investigate whether people consider someone a charismatic speaker because they are deploying the generic features commonly identified as being associated with charismatic oratory in the literature, or whether the attribution of charisma is informed by factors which vary across different settings. Video-taped extracts from speeches given by seven people widely regarded as influential thought leaders – Kenneth Blanchard, Stephen Covey, Daniel Goleman, Gary Hamel, Rosabeth Moss Kanter, Tom Peters and Peter Senge – were shown to different audiences. After viewing each extract they rated the extent to which they found the speaker charismatic …

Optimal Advertisement Scheduling In Breaks Of Random Lengths, Ajay Srinivasan Aravamudhan

Dissertations and Theses Collection (Open Access)

Broadcasters generate a large part of their revenue through advertising, especially in live sports. Scheduling advertisements can be challenging in live broadcasting, however, for sports such as Cricket that have breaks of random lengths and number during which the ads are shown. This uncertainty, coupled with the high price of spots for major competitions, means that improving ad scheduling can add significant value to the broadcaster. This problem shares similarities with the stochastic cutting stock problem and the dynamic stochastic knapsack problem, with applications in the wood, steel and paper industry and the transportation industry respectively.

This dissertation adds to …

The Role Of Gender In Negotiation, Elizabeth Layne Paddock, L. J. Kray

Research Collection Lee Kong Chian School Of Business

No abstract provided.

Codes Of Conduct - Managing The Contradictions Between Local And Corporate Norms, Gregor Halff

Research Collection Lee Kong Chian School Of Business

No abstract provided.

The Role Of Emotions In Crisis Responses: Inaugural Test Of The Integrated Crisis Mapping (Icm) Model, Yan Jin, Augustine Pang, Glen T. Cameron

Research Collection Lee Kong Chian School Of Business

Purpose: The purpose of this paper is to extend current theories in crisis communication, by developing a more systemic approach to understanding the role of emotions in crises and the strategies organizations can use to respond. The authors' integrated crisis mapping (ICM) model is premised on a public-based, emotion-driven perspective where different crises are mapped on two continua, the organization's engagement in the crisis and primary public's coping strategy. Design/methodology/approach: Content analysis was used to analyze 259 stories in US mainstream newspaper covering five different crisis cases. Findings: The initial test suggests theoretical rigor. It found that publics involved in …

Strategic Management Of Communication: Insights From The Contingency Theory Of Strategic Conflict Management, Augustine Pang, Yan Jin, Glen T. Cameron

Research Collection Lee Kong Chian School Of Business

The dilemma facing crisis scholars could not be more paradoxical: How does one explain and predict the outcome of a phenomenor - characteristics which Chaffee and Berger (1987) argue to be the foundation of a theory - that is so contextual-dependent, where the twists and turns of unfolding events often frustrate the natural ebb of what one could reasonably surmise as logical trajectory?

Perception Of The Risks And Benefits Of Bt Eggplant By Indian Farmers, Mark Chong

Research Collection Lee Kong Chian School Of Business

Several researchers most notably Lennart Sjoberg and his colleagues have proposed that the moral aspects of risk provide a better explanation of risk perception than the psychometric paradigm or Cultural Theory, neither of which accounts for moral concerns. This study is possibly the first to assess empirically the perception of the risks and benefits of a transgenic food crop transgenic Bt ( Bacillus thuringiensis ) eggplant by farmers in a developing country such as India. It also aims to assess if the moral aspects of risk figure in Indian farmers' perception of Bt eggplant and if economic benefits outweigh perceived …