| 1 Shari
Caudron, "Forget Image: It's Reputation That Matters," Industry
Week 246:3 (February 13, 1997), 13; Carol Davenport, "America's
Most Admired Corporations," Fortune 68 (January 1989), 30;
Christine Gorman, "Listen Here Mr. Big! Corporate Misbehavior is Sparking
Fevered Outburst of Consumer Protests and Boycotts," Time 134:1
(July 3, 1989), 40; Paul Holmes "Reputation Management: Earning a
Reputation and Leveraging it for Success," Reputation Management
1:1 (January/February 1995), 9-16; Walter Kiechel, "The Value of a
Reputation," Fortune 6 (March 1995), 6; Bill Patterson, "Crises
Impact on Reputation Management," Public Relations Journal
49:11 (November 1993), 48; Rayna Skolnik, "Portraits of 'Most Admired'
Companies: How Public Relations Helps Build Corporate Reputations,"
Public Relations Journal 50:5 (May 1994), 14-18; Alan Towers, "Reputation
Management: Path to Ascendancy," Public Relations Journal 49:1
(January 1993), 25.
2 Bob
Druckenmiller, "Crises Provide Insight on Image," Business
Marketing 78 (August 1993), 40.
3 Ibid;
Patterson, "Crises Impact on Reputation Management."
4 Otto
Lerbinger, "How to Protect the Company's Reputation," Purview
427 (September 15, 1997), 1.
5 Patterson,
"Crises Impact on Reputation Management."
6 Druckenmiller,
"Crises Provide Insight"; Caudron, "Forget Image."
7 John
F. Budd, "How to Manage Corporate Reputations," Public Relations
Quarterly 39:4 (Winter 1994), 11-15.
8 Keith
Weigelt and Colin Camerer, "Reputation and Corporate Strategy: A Review
of Recent Theory and Application," Strategic Management Journal
9 (1998), 443-454.
9 Sue
Annis Hammond and John W. Slocum, "The Impact of Prior Firm Financial
Performance on Subsequent Corporate Reputation," Journal of Business
Ethics 15 (1996), 159-165; G. E. Fryxell and J. Wang, "The Fortune
Corporate 'Reputation' Index: Reputation for What?" Journal of
Management 20:1 (1994), 1-14; Charles Frombrun and Mark Shanley, "
What's in a Name? Reputation, Building and Corporate Startegy," Academy
of Management Journal 33:1 (1990), 233-258.
10 Hammond
and Slocum, "The Impact of Prior Firm Financial Performance."
11 Niranjan
Raman and Eric Haley, "Measuring Organizational Source Credibility:
A Sacale Development Study," Procedings From The American Academy
of Advertising Conference (1997) St. Louis, MO, 150-155.
12 Budd,
"How to Manage Corporate Reputations"; Gunther Headrich, "Images
and Strategic Corporate and Marketing Planning," Journal of Public
Relations Research 5:2 (1993), 83-93; Mary Ann Moffitt, "A Cultural
Studies Perspective Toward Understanding Corporate Image: A Case Study
of State Farm Insurance," Journal of Public Relations Research
6:1 (1994), 41-66.
13 D.
B. Bromley, Reputation, Image and Impression Management (New York:
John Wiley & Sons, 1993); Haedrich, "Images and Stragetic Corporate
Marketing Planning."
14 Marvin
Goldberg and Jon Hartwick,"The Effects of Advertiser Reputation and
Extremity of Advertiser Claim on Advertiser Effectiveness," Journal
of Consumer Research 17 (1990), 172-179.
15 Bromley,
Reputation, Image and Impression Management.
16 Davis
Young, "Looking at Your Comapny's Fragile Reputation," Public
Relations Quarterly 40:4 (Winter 1995), 7-13.
17 Marjorie
Richey, Robert Koenigs, Harold Richey and Richard Fortin, "Negative
Salience in Impressions of Character," Journal of Social Psychology
97 (1975), 233-241; Marsha Richins, "Negative Word-of-Mouth by Dissatisfied
Customers," Journal of Marketing 47 (1983), 68-78.
18 Marc
Weinberger and William Dillion, "The Effects of Unfavorable Product
Rating Information," Advances in Consumer Research 7 (1980),
528-532.
19 Richard
Mizerski, "An Attribution Explanation of Disproportionate Influence
of Unfavorable Information," Journal of Consumer Research 9
(1982), 301-310.
20 Norman
Miller and Donald Campbell, " Recency and Primacy in Persuasion as
a Function of Timing of the Speech and Measurement," Journal of
Abnormal and Social Psychology 59 (1959), 1-9.
21 Noreen
Wales Kruse, "The Scope of Apologetic Discourse: Establishing Generic
Parameters," The Southern Speech Communication Journal 46 (1981),
278-291; B. L. Ware and Wil A. Linkugel, "They Spoke in Defense of
Themselves: On the Generic Defense of Apologia," Quarterly Journal
of Speech 59 (1973), 274-283.
22 Timothy
Coombs, "Choosing the Right Words: The Devlopment of Guidelines for
the Selection of the 'Appropriate' Crisis Response Strategies," Management
Communication Quarterly 8:4 (1995), 447-476; W. Timothy Coombs and
Sherry J. Holladay, "Communication and Attributions in a Crisis: An
Experimental Study in Crisis Communication," Journal of Public
Relations Research 8:4 (1996), 279-295; Keith Michael Hearit, "On
the Use of Transcendence as an Apologia Strategy: The Case of Johnson Controls
and Its Fetal Protection Policy," Public Relations Review 23:3
(1997), 217-231; D. L. Sherrel and R. E. Reidenbach, "A Consumer Response
Framework for Negative Publicity: Suggestions for Response Strategies,"
Akron Business Review 17 (1986), 37-43.
23 Coombs,
"Choosing the Right Words"; Coombs and Holladay, "Communication
and Attributions in a Crisis."
24 Timothy
Coombs, "An Analytic Framework for Cirsis Situations: Better Responses
from a Better Understanding," Journal of Public Relations Research
10:3 (1998), 177-191.
25 Coombs,
"An Analytic Framework."
26 Coombs,
"Choosing the Right Words."
27 Coombs
and Holladay, "Communication and Attributions in a Crisis."
28 Barry
Brummett, "Towards a Theory of Silence as Political Strategy,"
Quarterly Journal of Speech 66 (1980), 289-303.
29 Hearit,
"On the Use of Transcendence."
30 Sherrel
and Reidenbach, "A Consumer Response Framework."
31 Lisa
Tyler, "Liability Means Never Having to Say You Are Sorry: Corporate
Guilt, Legal Constraints and Defensiveness in Corporate Communication,"
Management Quarterly 11 (1997), 51-73.
32 Glen
Cameron, "Does Publicity Outperform Advertising? An Experimental Test
of Third Party Endorsement," Journal of Public Relations Research
6:3 (1994), 185-207; James Grunig and Todd Hunt, Managing Public
Relations (New York: Holt Rinehart and Winston, 1984); D. L. Wilcox,
P. H. Ault and W. K. Agee, Public Relations: Strategies and Tactics
(New York: Harper and Row, 1989).
33 Martin
Fishbein, "A Behavior theory Approach to the Relations Between Beliefs
About and Object and Attitude Toward the Object," Readings in Attitude
Theory and Measurement (New York: Wiley, 1967); A. G. Greewald, "Cognitive
Learning, Cognitive Response to Persuasion and Attitude Change," in
A. G. Greenwald, T. C Brock and T. M. Ostrom (eds.) Psychological
Foundation of Attitudes (New York: Academic Press, 1968); C. I.
Hovland, I. L. Janis and H. H. Kelly Communication and Persuasion (New
Haven: Yale University Press, 1953); C. I. Hovland, A. A. Lumsdaine, and
F. D. Sheffield, Experiments in Mass Communication, (Princeton, NJ: Princeton
University Press, 1949); W. J. McGuire, "Inducing Resistance
to Persuasion: Some Contemporary Approaches," in L. Berowitz
(ed.) Advances in Experimental Social Psychology 1 (New York: Academic
Press, 1973), 171-189; Miller and Campbell, "Recency and Primacy in
Persuasion"; R. E. Petty and J. T. Cacioppo, Attitudes
and Persuasion: Classic and Contemporary Approaches (Dubuque, IA: Wm.
C. Brown Co. Publishers, 1981).
34 T.
D . Cook and B. R. Flay, "The Persistence of Experimentally Induced
Attitude Change," in L. Berkowitz (Ed.), Advances in Experimental
Social Psychology (New York: Academic Press, 1978), 23.
35 Cook
and Flay, 25.
36 Miller
and Campbell, "Primacy and Recency in Persuasion"; Warner Wilson
and Howard Miller, "Repetition, Order of Presentation, and Timing
of Arguments and Measures as Determinants of Opinion Change," Journal
of Personality and Social Psychology 9 (1968), 184-188; Charles Gruder,
Thomas Cook, Karen Hennigan, Brian Flay, Cynthia Alessis, and Jerome Halamaj,
"Empirical Tests of the Absolute Sleeper Effect Predicted from the
Discounting Cue Hypothesis," Journal of Personality and Social
Psychology 36 (1978), 1061-1074; D. L. Ronis, "Reputation and
Agreement With Opposing Arguments: A Delayed Action Effect," Journal
of Experimental Psychology 16 (1980), 376-387.
37 P.
M. Homer and L. R. Kahle, "Source Expertise, Time of Source Identification,
and Involvement in Persuasion: An Elaborative Processing Perspective,"
Journal of Advertising 19:1 (1990), 30-39; C. A. Insko, "Primacy
Versus Recency in Persuasion as a Function of Timing of Arguments and Measures,"
Journal of Abnormal and Social Psychology 69 (1964), 381-391; D.
J. O'Keefe, "The Persuasive Effects of Dleaying Identification of
High and Low Credibility Communicators: A Meta Analysis Review," Central
States Speech Journal 38:2 (1987), 63-72; Brian Sternthal, Lynn Phillips,
and Ruby Dholakia, "The Persuasive Effects of Source Credibility:
A Situational Analysis," Public Opinion Quarterly 42 (1978),
285-314.
38 Glen
Cameron, "Does Publicity Outperform Advertising? An Experimental Test
of the Third-Party Endorsement," Journal of Public Relations Research
6:3 (1994), 185-207.
39 C.
I. Hovland, A. A. Lumsdaine and F. D. Sheffield, Experiments in Mass
Communication (Princeton, NJ: Princeton University Press, 1949).
40 Carl
Hovland and Walter Weiss, "The Influence of Source Credibility on
Communication Effectiveness," Public Opinion Quarterly 15 (1951),
635-650; Walter Weiss, "A 'Sleeper Effect' in Opinion Change,"
Journal of Abnormal and Social Psychology 48 (1953), 173-180.
41 Shelly
Chaiken, "Heuristic Versus Systematic Information Processing and the
Use of Source Versus Message Cues in Persuasion," Journal of Personality
and Social Psychology 39 (1980), 752-766; Noel Capon, and James Hulbert,
"The Sleeper Effect—An Awakening," Public Opinion Quarterly
37 (1973), 333-358; J. E. Maddux & R. W. Rogers, "Effects of Source
Expertise, Physical Attractiveness, and Supporting Arguments on Persuasion:
A Case of Brains Over Beauty," Journal of Personality and Social
Psychology 39 (1980), 235-244; J. O. Whittaker and R. D. Meade, "Retention
of Opinion Change as a Function of Differential Source Credibility: A Cross-Cultural
Study," International Journal of Psychology 3 (1968), 103-108.
42 C.
L. Gruder, T. D. Cook, K. M. Hennigan, B. R. Flay, C. Alessis, and J. Halamaj,
"Empirical Tests of the Absolute Sleeper Effect Predicted From the
Discounting Cue Hypothesis," Journal of Personality and Social
Psychology 36 (1978), 1061-1074.
43 P.
M. Gillig and A. G. Greenwald, "Is it Time to Lay the Sleeper Effect
to Rest?" Journal of Personality and Social Psychology 29 (1974),
132-139.
44 T.
D. Cook, C. L. Gruder, K. M. Hennigan, and B. R. Flay, "History of
the Sleeper Effect: Some Logical Pitfalls in Accepting the Null Hypothesis,"
Psychological Bulletin 86 (1979), 662-679.
45 A.
R. Pratkanis, A. G. Greenwald, M. R. Leippe, and M. H. Baumgardner, "In
Search of Reliable Persuasion Effects: III. The Sleeper Effect is Dead.
Long Live the Sleeper Effect," Journal of Personality and Social
Psychology 54 (1988), 203-218.
46 Endel
Tulving, Elements of Episodic Memory (New York: Oxford University
Press, 1983).
47 Pratkanis,
Greenwald, Leippe, and Baumgardner, "In Search of Reliable Persuasion
Effects: III. The Sleeper Effect is Dead. Long Live the Sleeper Effect,"
216.
48 Ibid.,
215.
49 Petty
and Cacioppo, Attutudes and Persuasion: Classic and Contemporary Approaches
(Dubuque, IA: Brown, 1981).
50 G.
M. Broom and D. M. Dozier, Using Research in Public Relations: Applications
to Program Management (Englewood Cliffs, NJ: Prentice Hall, 1990).
51 D.
McQuail, Mass Communication Theory: An Introduction (Beverly Hills:
Sage, 1984).
52 J.
E. Grunig and T. Hunt, Managing Public Relations (New York: Holt,
Rinehart & Winston, 1984).
53 J.
E. Grunig and Linda Childers, "Reconstruction of a Situational Theory
of Communication: Internal and External Concepts as Identifiers for Publics
for AIDS," paper presented at the annual meeting of the Association
for Education in Journalism and Mass Communication, Portland, OR (1988).
54 J.
E. Grunig, D. M. Dozier, W. P. Ehling, L. A. Grunig, C. F. Repper, and
J. White, Excellence in Public Relations and Communication Management
(Hillsdale, N.J.: Lawrence Erlbaum Associates, 1992).
55 D.
L. Wilcox, P. H. Ault and W. K. Agee, Public Relations Strategies and
Tactics, 2nd ed. (New York: Harper & Row, 1989).
56 Michael
Slater and Donna Rouner, "How Message Evaluation and Source Attributes
May Influence Credibility Assessment and Belief Change," Journalism
and Mass Communication Quarterly 72:4 (1996), 974-991.
|