Exploring corporate reputation and crisis communication
Nuortimo, Kalle; Härkönen, Janne; Breznik, Kristijan (2024-10-03)
Springer
03.10.2024
Nuortimo, K., Harkonen, J. & Breznik, K. Exploring corporate reputation and crisis communication. J Market Anal (2024). https://doi.org/10.1057/s41270-024-00353-8.
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© The Author(s) 2024. This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.
https://creativecommons.org/licenses/by/4.0/
© The Author(s) 2024. This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article's Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article's Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:oulu-202410116263
https://urn.fi/URN:NBN:fi:oulu-202410116263
Tiivistelmä
Abstract
Corporate reputation, the collective perception of company attractiveness towards stakeholders, impacts business outcomes, while effective communication strategies play a critical role in shaping and maintaining the reputation. The role of communication is highlighted during crises, crisis communication being a strategic approach to managing and mitigating the impact of unexpected or adverse events on the reputation, operations, and stakeholders. These concepts are deeply interrelated with interactive marketing. This study explores the dynamics of corporate reputation and crisis communication during a recent global crisis by combining a literature review, opinion mining, and classification analysis. This is because stakeholders rely on various information sources and engage in online discussions, which can impact the reputation, and pose new challenges. The opinion mining analysis draws from the media communication of selected stock-listed companies during a crisis. The key findings shed light on the dynamics of corporate reputation and crisis communication and the impacts on interactive marketing. Critical components of crisis communication are identified to include monitoring, tactics of responding, and response management. Linkages between these, crisis communication theories, and corporate reputation are synthesised. Indications are provided on how the crisis can affect the corporate reputation and the significance of the speed of preventive communication measures.
Corporate reputation, the collective perception of company attractiveness towards stakeholders, impacts business outcomes, while effective communication strategies play a critical role in shaping and maintaining the reputation. The role of communication is highlighted during crises, crisis communication being a strategic approach to managing and mitigating the impact of unexpected or adverse events on the reputation, operations, and stakeholders. These concepts are deeply interrelated with interactive marketing. This study explores the dynamics of corporate reputation and crisis communication during a recent global crisis by combining a literature review, opinion mining, and classification analysis. This is because stakeholders rely on various information sources and engage in online discussions, which can impact the reputation, and pose new challenges. The opinion mining analysis draws from the media communication of selected stock-listed companies during a crisis. The key findings shed light on the dynamics of corporate reputation and crisis communication and the impacts on interactive marketing. Critical components of crisis communication are identified to include monitoring, tactics of responding, and response management. Linkages between these, crisis communication theories, and corporate reputation are synthesised. Indications are provided on how the crisis can affect the corporate reputation and the significance of the speed of preventive communication measures.
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