Abstract: This paper combines theories of identification and image repair to explain why an organization in crisis should avoid designing messages that engage in “spin.” An experiment is reported (N = 262 nationwide U.S. Qualtrics Panel) in which a company spokesperson replies to questions from a journalist in a news interview. Results indicate that people (a) identify more with the spokesperson, and (b) have more favorable attitudes toward the business, when the spokesperson directly answers rather than spins. Serial multiple mediator modeling reveals the theoretical process of consumer behavioral intentions bolstered by an organization “coming clean” instead of spinning in a scandal.
Exploring Differences in Crisis Literacy and Efficacy on Behavioral Responses during Infectious Disease Outbreaks
Abstract: This study examined the effects of literacy and efficacy on individuals’ protective action taking and information seeking during the early phase of infectious disease outbreaks through a nationally representative survey […]
Navigating Political Scandal and Reputation Crisis in Social Media
Abstract: Social media presents unique challenges and opportunities to practitioners in the public affairs context. The dominant social media platforms allow organizations to communicate directly with voters, supporters, and customers, […]