Responses, relationships and responsibility : examining influences on organisational assets during crisis

Xavier, Robina Jane (2013) Responses, relationships and responsibility : examining influences on organisational assets during crisis. PhD thesis, Queensland University of Technology.


This thesis explains how an organisation's relationships with its key stakeholders influence the public's view of its responsibility for a crisis event and how this subsequently influences the protective and reparative powers of its crisis response on its reputation and legitimacy. From the results, a continuum of the influencing effect of relationship history was developed which demonstrates the positive and negative frames through which stakeholders view an organisation in crisis and its response. Organisational age and the evaluative character of its relationships with key stakeholders were considered in the experimental design as descriptors of an organisation's relationship history. The findings provide guidance to crisis managers on effective crisis response selection.

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199 since deposited on 02 Dec 2013
32 in the past twelve months

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ID Code: 64901
Item Type: QUT Thesis (PhD)
Supervisor: Everett, Jim & Bradley, Lisa
Keywords: Crisis communication, Crisis management, Reputation, Legitimacy, Liability of newness, Relationship history
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Institution: Queensland University of Technology
Deposited On: 02 Dec 2013 07:04
Last Modified: 07 Sep 2015 21:51

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