Scansis as a unique crisis type: theoretical and practical implications

2019 ◽  
Vol 23 (1) ◽  
pp. 72-88 ◽  
Author(s):  
W. Timothy Coombs ◽  
Elina R. Tachkova
Keyword(s):  
Crisis Communication ◽  
Communication Theory ◽  
Crisis Response ◽  
Corrective Action ◽  
Short Term ◽  
Content Type ◽  
Response Strategies ◽  
Crisis Type ◽  
Practical Implications

PurposeThe purpose of this paper, a set of two studies, is to elaborate on the concept of scansis and its effects upon crisis communication theory and practice. A scansis represents the intersection of a scandal and crisis, essentially when a crisis becomes a scandal. A new term was created due to the varied ways in which the term scandal is used and misused. The effects of scansis on crisis communication are examined through two studies. A scansis is unique because it creates moral outrage and is a function of a perception of injustice coupled with greed.Design/methodology/approachExperimental design is used in both studies to test for the effects of specific crisis response strategies used during a scansis. The crisis response strategies were manipulated to determine whether or not corrective action with moral recognition is more effective at helping organizations during a crisis than those crisis response strategies that do not contain a moral component.FindingsThe two studies found no short-term effect for crisis responses during scansis. This included no difference between corrective action with moral recognition and the other three response conditions for the short-term factors of organizational reputation, negative word-of-mouth intentions, purchase intentions and anger. However, Study 2 found that corrective action with moral recognition was perceived as the most empathetic response and created the lowest levels of moral outrage. The authors postulate that corrective action with moral recognition has a long-term effect after a scansis by creating a positive response that moves organizations away from being stigmatized.Research limitations/implicationsThe results raise questions about the current configuration of the intentional crisis cluster articulated in situational crisis communication theory (SCCT). When just consider assessments crisis responsibility, a scansis would be part of the preventable crisis cluster. However, the evaluation of justice and greed suggest a scansis may be a unique crisis type that does not fit within the intentional crisis cluster and the prescribed short-term effects of crisis response strategies recommend by SCCT. The scansis establishes a boundary condition for the limits of crisis response strategies on short-term effects such as reputation and purchase intention. These findings require us to rethink elements of current crisis communication theory.Practical implicationsThe lack of short-term benefits should not be an argument for abandoning accommodative crisis response strategies. Practitioners need to realize the limits of crisis response strategies for creating short-term benefits and think about the potential long-term benefits offered by crisis response strategies.Originality/valueScansis is a new concept for crisis communication and provides a link between the crisis communication and organizational stigma literatures. The two studies are the first attempts to empirically examine scansis and opens new avenues of thinking and research for crisis communication and organizational stigma researchers.

scholarly journals When is silence golden? The use of strategic silence in crisis communication

2019 ◽  
Vol 24 (1) ◽  
pp. 162-178 ◽  
Author(s):  
Phuong D. Le ◽  
Hui Xun Teo ◽  
Augustine Pang ◽  
Yuling Li ◽  
Cai-Qin Goh
Keyword(s):  
Crisis Communication ◽  
English Language ◽  
Communication Theory ◽  
Crisis Response ◽  
Organizational Image ◽  
Content Type ◽  
Response Strategies ◽  
Image Repair Theory ◽  
Future Events

Purpose Scholars have discouraged using silence in crises as it magnifies the information vacuum (see Pang, 2013). The purpose of this paper is to argue for its viability and explore the type of silence that can be used. Design/methodology/approach Eight international cases were analyzed to examine how silence was adopted, sustained and broken. Findings The findings uncovered three intention-based typologies of strategic silence: delaying, avoiding and hiding silences. Among such, avoiding/hiding silence intensified crises and adversely affected post-silence organizational image when forcefully broken, while delaying silence helped preserve/restore image with primary stakeholders if successfully sustained and broken as planned. Research limitations/implications First, these findings may lack generalizability due to the limited number of cases studied. Second, local sentiments may not be fully represented in the English-language news examined as they may be written for a different audience. Finally, a number of cases studied were still ongoing at the time of writing, so the overall effectiveness of the strategy employed might be compromised as future events unfold. Practical implications A stage-based practical guide to adopting delaying silence is proposed as a supporting strategy before the execution of crisis response strategies. Originality/value This is one of the few studies to examine the role of silence in crisis communication as silence is not recognized as a type of response in dominant crisis theories – be it the situational crisis communication theory or the image repair theory (An and Cheng, 2010; Benoit, 2015; Benoit and Pang, 2008; Xu and Li, 2013).

Does public segmentation matter in crisis communication? The interplay between public segmentation and crisis response strategies

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Taylor Jing Wen ◽  
Jo-Yun Li ◽  
Baobao Song
Keyword(s):  
Public Relations ◽  
Crisis Communication ◽  
Communication Theory ◽  
Safety Issue ◽  
Crisis Response ◽  
Response Strategy ◽  
Content Type ◽  
Public Relations Practitioners ◽  
Response Strategies ◽  
Modest Contribution

PurposeThis study situates in the context of Chipotle's food safety issue and seeks to understand how their primary customers perceive their crisis response messages after learning of the outbreaks. The current study incorporates the framework of situational crisis communication theory (SCCT; Coombs, 2007) and public segmentation model (Rawlins, 2006) to understand the effectiveness of crisis response messages. It aims to examine the role of public segmentation in situational crisis communication and investigate the effects of three crisis response strategies according to SCCT on different public segments.Design/methodology/approachThe SCCT provides guidelines for understanding the effectiveness of different crisis response strategies. The current study showcases the importance of public segmentation in the SCCT model through the lens of stakeholder theory. A 3 (crisis response strategy: deny, diminish, rebuild) × 4 (public segment: advocate, dormant, adversarial, apathetic) factorial experiment was conducted.FindingsThe findings suggest that advocate public expressed more positive evaluation about the company when exposed to rebuild and deny strategies. Both dormant and adversarial stakeholders reported positive responses on rebuild and diminish strategies. However, no difference was found among apathetic public.Originality/valueThe researchers attempt to make a modest contribution in this direction by reporting results from an empirical experiment that examined the effects of crisis response strategies on different public segments. The findings suggest an effective message tailoring approach to target different public segments. Thus, the results of this study are expected to benefit relevant corporations and public relations practitioners.

The transition of a socio-technical system to a smart grid: illustrated with the Indian electricity network

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lakshminarayana Kompella
Keyword(s):  
Technical System ◽  
Transition Theory ◽  
Short Term ◽  
Indian States ◽  
Content Type ◽  
External Pressures ◽  
Policy Systems ◽  
Transition Trajectory ◽  
Practical Implications

Purpose This paper aims to explain transitions in a socio-technical system characterized by non-economic entities that influence economic activity, i.e. embeddedness and coalitions. The selected socio-technical system is an Indian electric network with an interventionist policy. Its embeddedness and coalitions drive the transition. The insights from such analysis expand socio-technical transition theory and provide valuable insights to practitioners in their policymaking. Design/methodology/approach The authors need to observe the effects of non-economic institutions in their setting. Moreover, in India, the regional policies influence decision-making; therefore, selected two Indian states. The two Indian states, along with their non-economic entities, provided diverse analytic and heuristic views. Findings The findings show that coalitions, with their embeddedness in the absence of any mediating policy systems, act as external pressures and influence innovation and the socio-technical system’s transition trajectory. Their coalitions’ embeddedness follows a shaping, not selection logic. Thereby influence innovations in cumulating as stable designs. Such an approach provides benefits in the short-term but not in the long-term. Research limitations/implications The study selected two states and examined two of the four trajectories. By considering other states, the authors can obtain more renewable energy investments and further insights into the transformational trajectory. Practical implications The study highlights the coalition dynamics specific to the Indian electric power network and its transition trajectories. The non-economic entities influenced transition trajectories, innovation and policymaking of the socio-technical system. Originality/value The study expands the socio-technical transition theory by including embeddedness. The embeddedness brings a shaping logic instead of a selection logic.

A directed content analysis of viewpoints on the changing patterns of Lean Six Sigma research

2019 ◽  
Vol 31 (4) ◽  
pp. 641-654 ◽  
Author(s):  
Bryan A. Rodgers ◽  
Jiju Antony ◽  
Zhen He ◽  
Elizabeth A. Cudney ◽  
Chad Laux
Keyword(s):  
Continuous Improvement ◽  
Six Sigma ◽  
Design Methodology ◽  
Lean Six Sigma ◽  
Current Status ◽  
Short Term ◽  
Content Type ◽  
Changing Patterns ◽  
Practical Implications

Purpose The purpose of this paper, builds on previous studies that explored the research patterns over 15 years, is to consider the current status of the integration of Lean and Six Sigma. More specifically, this research addresses whether Lean and Six Sigma are stronger together and explores the reasons why Lean researchers and practitioners may be less likely to integrate Six Sigma in their work. Design/methodology/approach The research utilises a survey of 25 established and respected academics and practitioners from 16 countries. The questionnaire is analysed using a direct content approach and coded in NVivo. Findings The findings suggest that challenges may lie in the perception and understanding of statistics as well as short-term rather than long-term focus on improvement. The findings also suggest that academics and practitioners believe that Lean Six Sigma has developed over time and will continue to develop and improve as a methodology rather than being replaced with a new methodology. Research limitations/implications The survey has a sample size of 25, albeit all respondents are established and very experienced practitioners and academics. Practical implications For organisations that are introducing or refreshing their continuous improvement initiatives, this research identifies some of the challenges and provides the opportunity to address them to maximise the opportunities for success and sustainability. Originality/value The value of this paper is that it further addresses the debate over the integration of Lean and Six Sigma for many organisations which still employ Lean alone, but beyond this it explores how they will continue to develop and whether they are a permanent edition to the quality management landscape or a transition to something else.

Paradoxical tensions of the COVID-19 pandemic: a paradox theory perspective on the role of management control systems in helping organizations survive crises

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ralph Kober ◽  
Paul J. Thambar
Keyword(s):  
Control Systems ◽  
Management Control ◽  
Management Control Systems ◽  
Short Term ◽  
Content Type ◽  
Strategic Objectives ◽  
Paradox Theory ◽  
Practical Implications

PurposeThis paper presents paradox theory as a useful theoretical lens for researchers exploring crises such as coronavirus disease 2019 (COVID-19). The authors argue that paradox theory, which emphasizes a “both/and” as opposed to an “either/or” approach, is ideally suited for management control systems (MCS) research on crises.Design/methodology/approachThe authors adopt a revelatory case approach to provide empirical examples of the insights that paradox theory can provide.FindingsThis paper highlights how MCS can be used to simultaneously manage short-term/operational and long-term/strategic objectives to navigate a crisis. Furthermore, it highlights how MCS can be mobilized during crises to identify and embrace opportunities.Practical implicationsThis paper illustrates the importance of MCS focusing on not just the short-term, but also the long-term, and managing multiple objectives in assisting organizations to survive crisis.Originality/valueThis paper highlights the benefits of using paradox theory to understand the role of MCS in helping organizations manage crises and to use a crisis as a source of opportunity.

scholarly journals All insects are equal, but some insects are more equal than others

2018 ◽  
Vol 120 (4) ◽  
pp. 852-863 ◽  
Author(s):  
Arnout R.H. Fischer ◽  
L.P.A. (Bea) Steenbekkers
Keyword(s):  
Design Methodology ◽  
Prior Experience ◽  
Future Research ◽  
Valuable Contribution ◽  
Short Term ◽  
Content Type ◽  
Quasi Experimental ◽  
Insects As Food ◽  
Practical Implications

Purpose Lack of acceptance of insects as food is considered a barrier against societal adoption of the potentially valuable contribution of insects to human foods. An underlying barrier may be that insects are lumped together as one group, while consumers typically try specific insects. The purpose of this paper is to investigate the ways in which Dutch consumers, with and without insect tasting experience, are more or less willing to eat different insects. Design/methodology/approach In a quasi-experimental study (n=140), the participants with and without prior experience in eating insects were asked to give their willingness to eat a range of insects, and their attitudes and disgust towards eating insects. Findings Insects promoted in the market were more preferred than the less marketed insects, and a subgroup of preferred insects for participants with experience in eating insects was formed. Research limitations/implications Although well-known insects were more preferred, general willingness to eat remained low for all participants. The results indicate that in future research on insects as food the specific insects used should be taken into account. Practical implications Continued promotion of specific, carefully targeted, insects may not lead to short-term uptake of insects as food, but may contribute to willingness to eat insects as human food in the long term. Originality/value The paper shows substantial differences between consumers who have and who have not previously tasted insects, with higher acceptance of people with experience in tasting insects for the specific insects that are frequently promoted beyond their generally more positive attitude towards eating insects.

Organisations' conversations in social media: applying dialogue strategies in times of crises

2014 ◽  
Vol 19 (1) ◽  
pp. 10-33 ◽  
Author(s):  
Stefania Romenti ◽  
Grazia Murtarelli ◽  
Chiara Valentini
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Theoretical Framework ◽  
Crisis Response ◽  
The Body ◽  
Research Approach ◽  
Crisis Communications ◽  
Content Type ◽  
Response Strategies ◽  
Body Of Knowledge

Purpose – The aim of this paper is to develop and test a theoretical framework, grounded in managerial and organisational theories of dialogue, through which organisations can take decisions in relation to the most appropriate crisis response strategies for handling social media stakeholders. Design/methodology/approach – The theoretical framework is developed through a conceptual analysis of literature on dialogue, social media and crisis communication. The theoretical framework is then tested in eight different international organisations experiencing a crisis. For each case, different web contents, such as organisations' status updates/posts, links, videos published on Facebook, Twitter, and YouTube, were analysed using a rhetorical research approach. Findings – The analysed organisations apply different online dialogue strategies according to crisis types and in combination with specific crisis response strategies. Most of the organisations investigated carry on those dialogue strategies suitable to develop consensus (concertative), guide conversations on specific topics or issues (framing), find solutions to the crisis collectively (transformative). Concertative strategies were often associated with informative crisis response strategies, framing strategies with denial and justification crisis response strategies and transformative strategies with corrective actions. Research limitations/implications – By using a dialogic perspective in setting up online conversations with their external stakeholders, the paper proposes a theoretical model to explain companies' decisions in carrying on online dialogues during critical situations and thus contribute to the body of knowledge on online crisis communications. Practical implications – The proposed model can support crisis communicators to manage dialogue's aims and dimensions differently by taking into account both contextual and situational conditions. Originality/value – By integrating management studies on dialogue into crisis communication and social media literature, the authors intend to offer an alternative thinking of organisations' decision-making in relation to crisis response strategies and social media stakeholders.

The impact of religiosity on corporate loans and maturity structure: evidence from China

2017 ◽  
Vol 29 (3) ◽  
pp. 307-329 ◽  
Author(s):  
Fansheng Jia ◽  
Yilin Zhang ◽  
Kam C. Chan ◽  
Sujuan Xie
Keyword(s):  
Design Methodology ◽  
Explanatory Variable ◽  
Private Firm ◽  
Local Culture ◽  
Short Term ◽  
Content Type ◽  
Maturity Structure ◽  
The Impact ◽  
Practical Implications

Purpose This paper aims to examine the relation between religiosity and formal financing in the context of long- and short-term corporate loans. Design/methodology/approach This paper uses archival methodology to conduct a multiple regression analysis with the amount of long- and short-term corporate loans as the dependent variable and a measure of religiosity as the key explanatory variable. Findings This paper offers four findings. First, when a private firm locates in a high religiosity region, it is more likely to get more corporate loans and the amount of corporate loans is positively correlated with the extent of religiosity. Second, religiosity drives a private firm getting more (less) short-term (long-term) loans. Third, a private firm in a high religiosity region is able to incur lower interest cost associated with more short-term loans. Finally, the results are confined to Buddhism, Taoism and Christianity. Practical implications Overall, the findings are consistent with the notion that religiosity shapes the local culture so that individuals, some of them are borrowers and lenders, show the religious traits in the formal lending and borrowing relationship. Originality/value Overall, findings of this paper are consistent with the notion that religiosity shapes the local culture so that individuals, some of them being borrowers and lenders, show religious traits in the formal lending and borrowing relationship.

Mired in deception: escalating an environmental disaster in Colombia

2018 ◽  
Vol 39 (2) ◽  
pp. 39-46 ◽  
Author(s):  
Orlando E. Contreras-Pacheco ◽  
Cyrlene Claasen
Keyword(s):  
Environmental Impacts ◽  
Design Methodology ◽  
Crisis Response ◽  
Environmental Damage ◽  
Organizational Crisis ◽  
Environmental Disaster ◽  
Content Type ◽  
Response Strategies ◽  
The Subject ◽  
Practical Implications

Purpose This paper aims to analyze concealment and deception in self-defeating organizational crisis response strategies and the possible consequences of their adoption on a company’s reputation. It represents an example of where every guideline to address stakeholders after a crisis was dismissed. Design/methodology/approach This paper investigates a major environmental incident that took place in Colombia in 2013 and studies how the responsible company responded to the incident through the examination of company reports, media statements and national and international newspaper articles. Findings The analysis shows that in addition to environmental damage, the company’s reputation was affected by the way the company responded during this crisis. Research limitations/implications The outcomes highlight the importance of the manner in which a crisis response is managed, as these types of mistakes often aggravate reputational damage. Practical implications This paper is an invitation for companies to be quick, consistent and transparent with their responses when facing their stakeholders in moments of crisis. Not doing so may aggravate not only social but also economic and environmental impacts. Originality/value Contrary to other contributions on the subject, this study implies that a misleading crisis response, including concealment and deception, can be an even greater challenge to a company’s reputation than the crisis itself.

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