Internal, external, and media stakeholders’ evaluations during transgressions

2018 ◽  
Vol 23 (4) ◽  
pp. 512-527 ◽  
Author(s):  
Isabelle Koehler ◽  
Sascha Raithel
Keyword(s):  
Information Processing ◽  
Crisis Communication ◽  
Qualitative Interviews ◽  
Content Type ◽  
Study Approach ◽  
Stakeholder Groups ◽  
Specific Factors ◽  
Corporate Crises ◽  
Corporate Crisis

Purpose As crises are largely perceptual, the deeper the understanding is of how stakeholders perceive crisis situations, the more effectively corporations can target their crisis communication messages. The purpose of this paper is to investigate how different stakeholder groups process information during transgression-based corporate crises. Design/methodology/approach This study is based on 17 qualitative interviews with the internal, external and media stakeholders of an organisation that experienced a major transgression-based crisis. A case study approach is adopted to analyse and understand how these stakeholders process and respond to the same crisis event. Findings Findings suggest that there are considerable differences in the crisis evaluations of different stakeholder groups. This study identifies several elements specific to internal, external and media stakeholders’ crisis information processing. Research limitations/implications Although the findings are tied to the specific case, the authors extend the existing theory by shedding light on the specific factors that shape the evaluations of different stakeholder groups during a transgression. Practical implications The findings may help managers in building more accurate assumptions and knowledge with respect to crisis effects on an organisation’s stakeholders and thus provide the basis for more effective crisis communication. Originality/value Prior crisis information-processing models provide fragmented and generic insights into the specifics of different stakeholder groups and thus lead crisis communication to miss opportunities to attenuate the loss of a corporation’s social approval. This study moves towards an integrated framework of how different stakeholders evaluate a transgression-based corporate crisis.

Guided heritage walks as a tool for inclusive heritage education: case study of New Delhi

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ekta Chauhan ◽  
Sanjana Anand
Keyword(s):  
Inclusive Education ◽  
Participant Observation ◽  
Qualitative Interviews ◽  
Academic Research ◽  
Heritage Management ◽  
New Delhi ◽  
Content Type ◽  
Study Approach ◽  
Heritage Education

PurposeThis paper studies the role of heritage walks and tours in promoting inclusive education. It assesses if these walks are an effective method of exhibiting culture and facilitating inclusive heritage learning. The purpose of this paper is to attempt to establish that walks can play an imperative role in creating greater sensitivity towards heritage and conservation.Design/methodology/approachThe study uses a case study approach using mixed methods. Participants for qualitative interviews were chosen using purposive sampling and six interview schedules were sent to walk leaders. Walk participant data were collected through participant observation and standardised survey with randomly selected participants of the case walks. Surveys were sent to participants electronically.FindingsHeritage walks play a crucial role in not only imparting knowledge about history and heritage but also as a tool for learning other crucial skills, competencies, values, attitudes, etc. This paper attempts to highlight that walks are an effective and inclusive way to shed light on the alternative and forgotten stories. As an educational tool these walks can not only encourage the development of historical knowledge and appreciation but also assist in the development of competency to “de-construct” mainstream “grand narratives”, questioning and learning about the forgotten.Research limitations/implicationsThis paper has limited itself to the study of select cases in New Delhi. Since the study has followed a case study design, it does not produce a largely generalizable result, but rather examines and understands the dynamics of particular walks and produces insights that may well be applicable in other contexts. Whilst this paper makes an attempt to understand the changes in perception and attitudes, it does not study behavioural changes.Social implicationsIn the long run, walks allow for meaningful citizen engagement with tangible heritage such as monuments as well as intangible heritage such as practices and festivals. This allows for appreciation for the value of heritage resources and leads to a demand for better conservation and preservation from the authorities. In a few cases, local citizens themselves lead heritage management and development activities in a bid to promote their local culture. This paper has shown that heritage walks can be helpful tools in giving “forgotten” voices and stories recognition in contemporary society.Originality/valueAs heritage walks have recently gained popularity, there has been very limited research in the field especially linking heritage walks to heritage education. This is especially true for India. Even a city like New Delhi, which boasts of a robust heritage and is one of the tourism hubs of the country, heritage walks have been a very recent phenomenon. This research aims to address this lacuna in academic research and contribute meaningfully to the field of heritage education and conservation by studying how heritage walks support and promote inclusive heritage education.

scholarly journals The Corporate Crisis Management Of Colour Blind Advertising - A Case Study of Dolce & Gabbana’s and H&M’s Racially Charged Campaigns

2021 ◽  
Author(s):  
Jessica Goldentuler
Keyword(s):  
Crisis Communication ◽  
Communication Model ◽  
Best Interest ◽  
Advertising Industry ◽  
The Public ◽  
The Social ◽  
Corporate Crises ◽  
Corporate Crisis ◽  
Insight Into

The purpose of this Masters Research Paper is to analyze the methods of crisis communication utilized by H&M and Dolce & Gabbana in response to their racially charged ads launched in January 2018 and November 2018 respectively. After thorough research, it is clear that many retail groups have suffered irreparable damage to their images from a crisis (Liu et al., 2011). Image Restoration Theory (IRT) and the Social-mediated Crisis Communication model will act as a lens through which the companies’ techniques will be examined. The Literature Review aiding the research gathered in this paper will provide insight into the growth of the advertising industry, examples of modern corporate crises, and a recap of each corporation’s controversial pasts. The review will also cover theories of crisis communication and social media’s role in crisis communication. After manually collecting data from Dolce & Gabbana’s Instagram and Twitter accounts, it is clear that the Italian fashion house misused denial in combination with William Benoit’s other strategies within IRT. The public swiftly accused Dolce & Gabbana of lying and avoiding blame. After Dolce & Gabbana turned to mortification, their image had been damaged as many users labeled the apology as insincere. Similarly, the data collected on H&M reveals that the retail group attempted to evade responsibility. Later, H&M retracted their statement and released an apologized. The apology received a marginally warmer reception by Instagram users, where as many users on Twitter were demonstrably skeptical of its genuineness. When corrective action is employed the public recalls each company’s racist past. After thorough analysis, it is evident that in racially charged corporate crises it may be in the best interest of the company’s image to take full responsibility for the act and release a denial free apology.

scholarly journals Dilemmas within commercial involvement in open source software

2016 ◽  
Vol 29 (3) ◽  
pp. 344-360 ◽  
Author(s):  
Malgorzata Ciesielska ◽  
Ann Westenholz
Keyword(s):  
Open Source ◽  
Open Source Software ◽  
Qualitative Interviews ◽  
Content Type ◽  
Level Of Involvement ◽  
Study Approach ◽  
Literature Reviews ◽  
Open Source Communities ◽  
Social Logics

Purpose – The purpose of this paper is to contribute to the literature about the commercial involvement in open source software, levels of this involvement and consequences of attempting to mix various logics of action. Design/methodology/approach – This paper uses the case study approach based on mixed methods: literature reviews and news searches, electronic surveys, qualitative interviews and observations. It combines discussions from several research projects as well as previous publications to present the scope of commercial choices within open source software and their consequences. Findings – The findings show that higher levels of involvement in open source software communities poses important questions about the balance between economic, technological, and social logics as well as the benefits of being autonomous, having access to collaborative networks and minimizing risks related to free-riding. There are six levels of commercial involvement in open source communities, and each of them is characterized by a different dilemma. Originality/value – The paper sheds light on the various level of involvement of business in open source movement and emphasize that the popularized “open innovation” concept is only the first step in real involvement and paradigm shift.

scholarly journals The Corporate Crisis Management Of Colour Blind Advertising - A Case Study of Dolce & Gabbana’s and H&M’s Racially Charged Campaigns

2021 ◽  
Author(s):  
Jessica Goldentuler
Keyword(s):  
Crisis Communication ◽  
Communication Model ◽  
Best Interest ◽  
Advertising Industry ◽  
The Public ◽  
The Social ◽  
Corporate Crises ◽  
Corporate Crisis ◽  
Insight Into

The purpose of this Masters Research Paper is to analyze the methods of crisis communication utilized by H&M and Dolce & Gabbana in response to their racially charged ads launched in January 2018 and November 2018 respectively. After thorough research, it is clear that many retail groups have suffered irreparable damage to their images from a crisis (Liu et al., 2011). Image Restoration Theory (IRT) and the Social-mediated Crisis Communication model will act as a lens through which the companies’ techniques will be examined. The Literature Review aiding the research gathered in this paper will provide insight into the growth of the advertising industry, examples of modern corporate crises, and a recap of each corporation’s controversial pasts. The review will also cover theories of crisis communication and social media’s role in crisis communication. After manually collecting data from Dolce & Gabbana’s Instagram and Twitter accounts, it is clear that the Italian fashion house misused denial in combination with William Benoit’s other strategies within IRT. The public swiftly accused Dolce & Gabbana of lying and avoiding blame. After Dolce & Gabbana turned to mortification, their image had been damaged as many users labeled the apology as insincere. Similarly, the data collected on H&M reveals that the retail group attempted to evade responsibility. Later, H&M retracted their statement and released an apologized. The apology received a marginally warmer reception by Instagram users, where as many users on Twitter were demonstrably skeptical of its genuineness. When corrective action is employed the public recalls each company’s racist past. After thorough analysis, it is evident that in racially charged corporate crises it may be in the best interest of the company’s image to take full responsibility for the act and release a denial free apology.

scholarly journals The use of longitudinal case studies and semiotics for analysing brand development as process of assimilation or accommodation

2014 ◽  
Vol 17 (4) ◽  
pp. 373-392 ◽  
Author(s):  
Nathalie Veg-Sala
Keyword(s):  
Qualitative Interviews ◽  
Brand Extensions ◽  
Luxury Brands ◽  
Semiotic Analysis ◽  
Content Type ◽  
Study Approach ◽  
Brand Development ◽  
Multiple Case

Purpose – The purpose of this paper is to define and understand the different models of brand development, according to the evolution of a brand’s identity and the introduction of brand extensions, starting from the premise that brands must be managed in a consistent way over time, but also need to be expanded. The second aim of this article is to introduce a specific methodology for studying the development of brands with a long-term approach. Design/methodology/approach – The concepts of assimilation and accommodation as defined by Piaget (1983) provide an in-depth understanding of how and why brands evolve. This article is based on a multiple case study approach. Four luxury brands were studied longitudinally. Brand chronologies were drawn and images of brand communications and brand extensions were gathered. Structural semiotic analysis was then used to highlight the different processes of brand development. In addition, qualitative interviews with two experts were conducted. Findings – Hermès and Louis Vuitton develop their brands according to the assimilation model. Gucci and Dolce & Gabbana follow the accommodation model. There is a link between the brand’s identity type (symbolic/functional) and the model used for brand development. A detailed analysis of each model is presented highlighting the main features. Research limitations/implications – To reinforce the distinction between the two models of brand development, it would be interesting to look at other brands. The choice of these brands depends on their country of origin and their age. Originality/value – The main contributions of this paper are the dynamic and longitudinal analyses of brand development and the introduction of the assimilation and accommodation concepts. The use of semiotics constitutes another original feature of this research.

Digital forensics and evolving cyber law: case of BIMSTEC countries

2019 ◽  
Vol 22 (4) ◽  
pp. 744-752
Author(s):  
Sisira Dharmasri Jayasekara ◽  
Iroshini Abeysekara
Keyword(s):  
Information Technology ◽  
Design Methodology ◽  
Digital Forensics ◽  
Content Type ◽  
Global Context ◽  
Study Approach ◽  
Legal Frameworks ◽  
Work Done

Purpose The purpose of this paper is to discuss the role of digital forensics in an evolving environment of cyber laws giving attention to Bay of Bengal Initiative for Multi-Sectoral Technical and Economic Cooperation (BIMSTEC) countries, comprising Bangladesh, India, Myanmar, Sri Lanka, Thailand, Nepal and Bhutan, in a dynamic global context. Design/methodology/approach This study uses a case study approach to discuss the digital forensics and cyber laws of BIMSTEC countries. The objective of the study was expected to be achieved by referring to decided cases in different jurisdictions. Cyber laws of BIMSTEC countries were studied for the purpose of this study. Findings The analysis revealed that BIMSTEC countries are required to amend legislation to support the growth of information technology. Most of the legislation are 10-15 years old and have not been amended to resolve issues on cyber jurisdictions. Research limitations/implications This study was limited to the members of the BIMSTEC. Originality/value This paper is an original work done by the authors who have discussed the issues of conducting investigations with respect to digital crimes in a rapidly changing environment of information technology and deficient legal frameworks.

Social urbanism: public policy and place brand

2019 ◽  
Vol 12 (3) ◽  
pp. 326-337 ◽  
Author(s):  
Caroline Doyle
Keyword(s):  
Public Policy ◽  
Social Problem ◽  
Local Governments ◽  
Structured Interviews ◽  
Content Type ◽  
Study Approach ◽  
Local Stakeholders ◽  
Place Brand ◽  
The City

PurposeThis paper aims to focus on how a public policy designed to address a social problem ultimately became the place brand.Design/methodology/approachThis paper uses a qualitative case study approach focusing on the city of Medellín, Colombia. It draws from fieldwork conducted in Medellín over 2014 and 2015, including semi-structured interviews with an array of local stakeholders.FindingsThe paper concludes that local governments should be aware that the policymaking process can become part of their branding. It also shows the importance of the continual involvement of stakeholders in the place brand process to ensure it is a sustainable brand.Originality/valueThere are limited studies which focus on how a public policy designed to address a social problem ultimately becomes the place brand. This paper shows how a public policy, social urbanism, became the branding of Medellín.

Exploring trainers’ engaging instructional practices: a collective case study

2016 ◽  
Vol 40 (2) ◽  
pp. 111-127 ◽  
Author(s):  
Vishal Arghode ◽  
Jia Wang
Keyword(s):  
Learning Styles ◽  
Learning Outcomes ◽  
Training Session ◽  
Research Area ◽  
Small Sample ◽  
Training Context ◽  
Content Type ◽  
Collective Case Study ◽  
Study Approach

Purpose – This study aims to explore the phenomenon of training engagement from the trainers’ perspective. Specifically, two questions guided this inquiry. First, how do trainers define engagement in the training context? and What strategies do trainers use to engage trainees? Design/methodology/approach – The collective case study approach was adopted for this qualitative study. Seven cases were selected for in-depth analyses. Data were collected through individual, face-to-face interviews and analyzed using the constant comparative analysis method. Findings – Major findings suggest that engaging training practices take various forms. They include being trainee-centered, maximizing learning through entertaining and interesting instruction, accommodating different learning styles, eliciting trainee participation by creating an encouraging learning environment and connecting with trainees by building rapport early in a training session. Research limitations/implications – The small sample limits the generalizability of the findings. However, this study expands training literature by focusing on an under-explored research area, the role of engaging trainees in maximizing learning outcomes. Practical implications – For trainers, this study offered some specific strategies they can use to engage learners in the training context to achieve desired learning outcomes. In addition, the seven cases selected for this study may be used as a benchmark against which both experienced and novice trainers compared their own practices. Originality/value – This is one of very few qualitative studies with a focus on emotional aspects involved in training. The rich data from this study shed light on areas for future improvement, particularly regarding how to effectively engage trainees to maximize learning outcomes.

scholarly journals “You would expect the successful person to be the man”

2015 ◽  
Vol 7 (3) ◽  
pp. 303-320 ◽  
Author(s):  
Sally Jones
Keyword(s):  
Teaching And Learning ◽  
Entrepreneurship Education ◽  
Education Institution ◽  
Symbolic Violence ◽  
Cultural Norms ◽  
Content Type ◽  
Study Approach ◽  
Multiple Method ◽  
The Impact

Purpose – This paper aims to to explore power and legitimacy in the entrepreneurship education classroom by using Pierre Bourdieu’s sociological and educational theories. It highlights the pedagogic authority invested in educators and how this may be influenced by their assumptions about the nature of entrepreneurship. It questions the role of educators as disinterested experts, exploring how power and gendered legitimacy “play out” in staff–student relationships and female students’ responses to this. Design/methodology/approach – A multiple-method, qualitative case study approach is taken, concentrating on a depth of focus in one UK’s higher education institution (HEI) and on the experiences, attitudes and classroom practices of staff and students in that institution. The interviews, with an educator and two students, represent a self-contained story within the more complex story of the case study. Findings – The interviewees’ conceptualization of entrepreneurship is underpinned by acceptance of gendered norms, and both students and staff misrecognize the masculinization of entrepreneurship discourses that they encounter as natural and unquestionable. This increases our understanding of symbolic violence as a theoretical construct that can have real-world consequences. Originality/value – The paper makes a number of theoretical and empirical contributions. It addresses an important gap in the literature, as educators and the impact of their attitudes and perceptions on teaching and learning are rarely subjects of inquiry. It also addresses gaps and silences in understandings of the gendered implications of HE entrepreneurship education more generally and how students respond to the institutional arbitration of wider cultural norms surrounding entrepreneurship. In doing so, it challenges assertions that Bourdieu’s theories are too abstract to have any empirical value, by bridging the gap between symbolic violence as a theory and its manifestation in teaching and learning practices.

scholarly journals Stakeholders’ perceptions and reputational antecedents

2015 ◽  
Vol 12 (3) ◽  
pp. 314-329 ◽  
Author(s):  
S. M. Riad Shams
Keyword(s):  
Relationship Marketing ◽  
Design Methodology ◽  
Target Market ◽  
Brand Positioning ◽  
Case Study Approach ◽  
Content Type ◽  
Stakeholder Relationships ◽  
Study Approach ◽  
The Impact

Purpose – It is recognised that reputation is a relational construct; however the impact of stakeholders’ various relational dimensions on their perceptions to influence reputation is not widely understood. The purpose of this paper is to add to the current understanding of stakeholders’ relationships, interactions, their subsequent relational dimensions and its impact on stakeholders’ perceptions to further influence relational reputation. Design/methodology/approach – This paper takes a case study approach. Findings – The findings of this study recognise the impact of relationship marketing (RM) on the influence of stakeholders’ perceptions. It discusses how RM substantiate the pertinent authenticity (symbolises reputation), relevance and differentiation (represent brand positioning) of an organisation’s profile and/or their market offerings, in relation to the interest of the target market through the cause and consequence of stakeholder relationships and interactions to influence their perceptions. The findings acknowledge 11 RM dimensions that have relational implications to nurture stakeholders’ perceptions and subsequent relational reputation, which appear viable across industries and markets. Originality/value – Underlying the cause and consequence of stakeholder relationships and interactions; these 11 RM dimensions emerge as antecedents to form/reform relational reputation. Further academic and professional implications of the findings are briefly discussed.

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