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Articles 121 - 150 of 170
Full-Text Articles in Business and Corporate Communications
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 …
Corporate Image Vacuum: Nature, Characteristics And Implications For The Organization, Noraizah Zainal Abidin, Augustine Pang
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, …
Importance Of Corporate Reputation, Mark Chong
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
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.
The Ethnocentric Bias: Why One Size Does Not Fit All In The World Of Digital Communication, Michael A. Netzley
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
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 …
Pushing The Learning Curve Of Public Relations In Asia, Jurrien Gregor Halff
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
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 …
Teaching Public Relations To Students With A Confucian Cultural Background, Jurrien Gregor Halff
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.
Social Networks And The Desire To Save Face: A Case From Singapore, Michael A. Netzley, Akanksha Rath
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 …
Examining The Chinese Approach To Crisis Management: Cover-Ups, Saving Face, And Taking The “Upper Level Line”, Lan Ye, Augustine Pang
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
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
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 …
Digitisation's Impacts On Publics: Public Knowledge And Civic Conversation, Alessandro Lovari, Soojin Kim, Kelly Vibber, Jeong-Nam Kim
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
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
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
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 …
The Role Of Gender In Negotiation, Elizabeth Layne Paddock, L. J. Kray
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
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
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
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
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 …
Contingency Theory Of Strategic Conflict Management: Unearthing Factors That Influence Ethical Elocution In Crisis Communication, Augustine Pang, Yan Jin, Glen T. Cameron
Contingency Theory Of Strategic Conflict Management: Unearthing Factors That Influence Ethical Elocution In Crisis Communication, Augustine Pang, Yan Jin, Glen T. Cameron
Research Collection Lee Kong Chian School Of Business
Despite the advances made offering a viable perspective in strategic conflict management, the contingency theory has not addressed a prevailing question: How can the theory inform organizations to communicate ethically with its publics, especially during crisis? The only guidance the theory offers is through its proscriptive variables, which prohibit either communication or more accommodative communication. However, given the exigency and dynamism of many situations along the life cycle of an issue, non-communicating may not be an alternative offered to organizations. This study aims to unearth a new set of factors called ethical variables that influence the organization’s stance by reviewing …
New Media: A New Medium In Escalating Crises?, Joanna Ann Mei Siah, Namrata Bansal, Augustine Pang
New Media: A New Medium In Escalating Crises?, Joanna Ann Mei Siah, Namrata Bansal, Augustine Pang
Research Collection Lee Kong Chian School Of Business
Purpose– The use of new media in crisis is a double‐edged sword. On one hand, its pivotal role in online monitoring and dissemination of information can help an organisation manage crisis. On the other hand, it can also create organisational crisis. The purpose of this paper is to examine how new media can be used to escalate crisis.Design/methodology/approach– Four crises were examined: the 2008 Edison Chen sex scandal in Hong Kong; and in the USA, New York Taco Bell‐KFC rats infestation crisis in 2007; JetBlue Airways crisis in 2007, and the Kryptonite locks crisis in 2004.Findings– The very characteristics that …
Contingency Theory Of Strategic Conflict Management: Directions For The Practice Of Crisis Communication From A Decade Of Theory Development, Discovery And Dialogue, Augustine Pang, Yan Jin, Glen. T. Cameron
Contingency Theory Of Strategic Conflict Management: Directions For The Practice Of Crisis Communication From A Decade Of Theory Development, Discovery And Dialogue, 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 phenomenon – characteristics which Chaffee and Berger (1987) argued to be the foundation of a theory – that is so contextual-dependent, where the twists and turns of unfolding events often frus-trate the natural ebb of what one could reasonably surmise as logical trajectory? Admittedly, the bête noire for many in the field is that our powers of deductive reasoning, often woven from threads of foraged facts surrounding the unpredictability of crises, are often tragically compromised and encumbered by myriad complex-ities …
Mediating The Media: A Journalist-Centric Model In Managing The Media By Corporate Communication Practitioners, Augustine Pang
Mediating The Media: A Journalist-Centric Model In Managing The Media By Corporate Communication Practitioners, Augustine Pang
Research Collection Lee Kong Chian School Of Business
Purpose: The prevailing challenge faced by practitioners is to conduct effective media relations, especially with the proliferation of diverse media platforms both online and offline. For such a predominant and critical function, a systematic approach needs to be offered. This paper aims to address these issues. Design/methodology/approach: A new model is developed, drawing on insights from corporate communications and journalism literature. Findings: This model identifies two sets of influences that practitioners should seek to understand. The internal influences include journalist mindsets, journalist routines, and newsroom routines. The external influences include extra-media forces and media ideology. Research limitations/implications: At this juncture, …
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 …
Crisis Leadership: When Should The Ceo Step Up?, Marela Lucero, Alywin Teng Kwang Tan, Augustine Pang
Crisis Leadership: When Should The Ceo Step Up?, Marela Lucero, Alywin Teng Kwang Tan, Augustine Pang
Research Collection Lee Kong Chian School Of Business
Purpose – One explicit leadership role the chief executive officer (CEO) can play during crisis is to assume the role of being the organization's spokesperson. What remains unclear is at what point of the crisis should the CEO step up and how does that impact crisis communication? The purpose of this paper is to examine this question. Design/methodology/approach – The meta-analysis method is used to combine different data in various studies of one topic into one comprehensive study. More than 30 crises are meta-analyzed. Findings – The CEO needs to step up to revise earlier statements or when the integrity …
Second Stage Development Of The Integrated Crisis Mapping (Icm) Model In Crisis Communication: Organizational Strategies For Crises That Require High And Low Organizational Engagements, Augustine Pang, Yan Jin, Glen T. Cameron
Second Stage Development Of The Integrated Crisis Mapping (Icm) Model In Crisis Communication: Organizational Strategies For Crises That Require High And Low Organizational Engagements, Augustine Pang, Yan Jin, Glen T. Cameron
Research Collection Lee Kong Chian School Of Business
Extending current theories in crisis communication, the authors have developed a moresystemic approach to understanding the role of emotions. The Integrated Crisis Mapping (ICM)model is based on a public-based, emotion-driven perspective where different crises aremapped on two continua, the organization’s engagement in the crisis and primary public’scoping strategy. This second-stage testing, representing the fourth in the series, found that ontop of discovering anxiety as a possible default emotion that publics feel in crises in an earlierstudy, the default response organizations embroiled in crises involving hostile takeovers,accidents, natural disasters, CEO retirement, rumor, and psychopathic acts, tend to adopt isqualified rhetoric-mix stance …
Final Stage Development Of The Integrated Crisis Mapping (Icm) Model In Crisis Communication: The Myth Of Low Engagement In Crisis, A. Pang, Yan Jin, Glen T. Cameron
Final Stage Development Of The Integrated Crisis Mapping (Icm) Model In Crisis Communication: The Myth Of Low Engagement In Crisis, A. Pang, Yan Jin, Glen T. Cameron
Research Collection Lee Kong Chian School Of Business
Extending current theories in crisis communication, the authors have developed a more systemic approach to understanding the role of emotions. The Integrated Crisis Mapping (ICM) model is based 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. This final-stage testing, representing the sixth in the series, found that even though organizations need not be highly engaged in crises relating to human resource, transport failure and security issues, they were galvanized to engage in action-based stance by situational factors like external threats. The fact that the …