How to maximize the effectiveness of stealing thunder in crisis communication: the significance of follow-up actions and transparent communication

PurposeThis study aims to explore consumers' perceptions of stealing thunder and to investigate significant factors for maximizing its effect.Design/methodology/approachThis study used a mixed-methods approach. First, qualitative responses from 286 Korean participants were collected and analyzed (Study 1). Second, the experiment employed a randomized 2 (crisis communication timing: stealing thunder vs thunder) × 2 (transparent vs nontransparent communication) × 2 (follow-up actions: good vs poor) between-subjects experimental design with 426 Korean participants to investigate and confirm the results of Study 1.FindingsQualitative data showed that the participants' evaluation of corporations' stealing thunder strategy is complicated. Some do not perceive corporate use of stealing thunder at face value, but rather view it as yet another hopeless, selfish and irresponsible crisis communication strategy, distrusting it based on strong cynicism toward all corporations. An experiment confirmed that stealing thunder was significantly more effective in eliciting consumers' ethical judgment (EJ) and word-of-mouth (WOM) on corporations than the thunder strategy. Significant two-way interaction effects between crisis timing and follow-up actions showed that the stealing thunder strategy should be accompanied by follow-up actions to increase consumers' credibility and WOM intentions.Originality/valueThis study investigated how consumers evaluate stealing thunder by adopting both a qualitative and quantitative approach to explore how they make meaning out of this phenomenon.

Examining stealing thunder as a new service recovery strategy: impact on customer loyalty

PurposeThis paper aims to examine how stealing thunder, apology and compensation influence customer loyalty in a service failure context, and how trust mediates these relationships.Design/methodology/approachThe study adopted a scenario-based between-group experimental design involving 300 customers.FindingsThe results indicated that stealing thunder, apology and compensation have a joint effect on customer loyalty. Specifically, this study found a significant positive impact of stealing thunder on loyalty; a two-way interaction effect of compensation and stealing thunder on loyalty; and a three-way interaction effect on loyalty. Additionally, trust mediated the relationship between service recovery attributes (stealing thunder, apology and compensation) and customer loyalty.Originality/valueThis study introduces a new service recovery method called Stealing Thunder, which is commonly used in the fields of law and communication and is the first to assess stealing thunder as a proactive/preemptive strategy to handle service failures and its impact on customer loyalty. The study found that when stealing thunder was present, compensation had no influence on customer loyalty. Moreover, when stealing thunder was present, compensation had no impact on loyalty when apology was not present. However, compensation had a significant effect on loyalty when stealing thunder and apology were not present. This study finds the value of including proactive/preemptive strategies (stealing thunder) along with regular service recovery strategies (e.g. apology and compensation) in the service recovery process. Results show that service recoveries that include stealing thunder help service failure recovery significantly by increasing customer’s trust.

Stealing Thunder Through Social Media: The Framing of Maria Sharapova’s Drug Suspension

In March 2016 the highest-paid women’s athlete, Maria Sharapova, called a press conference to announce a failed drug test. Sharapova relied on the crisis communication strategy of stealing thunder to present the information to media and break the story. The authors analyze how the press conference and her strategy were portrayed in traditional and online media and how Sharapova promoted and broadcast the press conference to defend herself. Using Linguistic Inquiry and Word Count (LIWC) software and textual analysis, the authors argue that Sharapova’s use of the stealing-thunder strategy successfully influenced media narratives about her suspension and should be considered by athletes in crisis situations.