Deutsche Telekom’s spying scandal: An international application of the image repair discourse

Maiorescu, Roxana

doi:10.1016/j.pubrev.2015.10.005

Cited by 11 publications

(12 citation statements)

References 21 publications

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“…(See Benoit, 1995, 2014, for more thorough explanations of the typology, including preceding scholarship.) Benoit’s typology has seen extensive use in analyses of sport communication (e.g., Compton & Compton, 2017), public relations (e.g., Harlow, Brantley, & Harlow, 2011), politics (e.g., Anagondahalli, 2013), and corporate crisis communication (e.g., Maiorescu, 2016), among others.…”

Section: Methodsmentioning

confidence: 99%

When Weather Forecasters Are Wrong: Image Repair and Public Rhetoric After Severe Weather

Compton

2018

Science Communication

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Weather forecasts are a unique type of prediction rhetoric—science communication with inherent uncertainty and multiple potential interpretations from diverse audiences. When forecasts are wrong, audiences often turn their ire toward the weather forecaster. This rhetorical analysis considers image repair efforts of a meteorologist following a botched winter storm forecast. Implications for communication efforts of weather forecasters are offered, in addition to consideration of insight into the larger realm of the rhetoric of science.

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Section: Methodsmentioning

confidence: 99%

When Weather Forecasters Are Wrong: Image Repair and Public Rhetoric After Severe Weather

Compton

2018

Science Communication

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“…Opportunistic behavior against stakeholders, such as customers and investors, when enforced, may lead to reputation penalties which, we argue, may be equal to, or even greater than the potential financial losses. However, in practice, CSI does not always lead to reputation and market penalties (e.g., Maiorescu, 2016;Nardella et al, 2020); these findings are supported by many examples of firms which have been associated with CSI and have even experienced reputational enhancements, such as Facebook's share price increasing significantly beyond pre-crisis levels, just one month after the high-profile Cambridge Analytica privacy scandal (CBS News, 2018).…”

Section: Weak Formal and Strong Informal Institutional Disincentives (Figure 1 Quadrant 3)mentioning

confidence: 99%

“…Relatedly, we also note that the strength of social regulatory processes on curtailing CSI behavior may vary with the type of reputation-based FSAs. A company's reputational capital can allow it to withstand potentially negative short-term consequences of CSI and manage CSI effectively (Maiorescu, 2016). This may explain, in part, why companies which are amongst the "world's most admired" such as Apple Co. or Facebook overcome the negative effects of CSI behavior.…”

Section: Weak Formal and Strong Informal Institutional Disincentives (Figure 1 Quadrant 3)mentioning

confidence: 99%

Defining and deterring corporate social irresponsibility: embracing the institutional complexity of international business

Brammer

Nardella

Surdu

2021

MBR

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Purpose This paper aims to put forward a definition of corporate social irresponsibility (CSI) which is relevant to the study of complex organizations and in particular, the multinational enterprise (MNE). This paper then offers a framework as a foundation to discuss the institutional complexity of CSI to aid international business (IB) scholars, practitioners and policymakers achieve a clearer understanding of the mechanisms that may penalize and subsequently deter MNE irresponsibility. Design/methodology/approach In presenting the approaches taken by social regulation researchers and IB policy scholars to understand MNE irresponsibility, this paper proposes a definition of CSI and explicates the various mechanisms associated with deterring MNEs from behaving irresponsibly. Findings Therefore, how can MNEs be deterred from behaving irresponsibly? To further the research agenda concerning CSI in IB, far less common are a definition of CSI relevant to the complex IB context; and a framework that explicates both the legal and social components of CSI, particularly as they unfold in a complex, diverse and often divergent institutional landscape. Overcoming these two primary obstacles is important because when complexities associated with CSI emerge, researchers need to be able to ascertain and expound upon what they are observing so that comparisons can be made and more MNE CSI research can be accrued over time. Research limitations/implications To help the development of future research, we offered a more precise definition of CSI, one which is more relevant to the study of the MNE and the complex contemporary IB environment. By embracing complexities, this paper also outlines an institutional complexity approach, one which highlights both the role of formal and informal regulatory institutions. Though IB has traditionally focused on the role of formal regulation, there is much more to be unearthed by exploring the additional and concurrent influence of social regulatory institutions. Practical implications There is a high level of heterogeneity in the motivations and modes used by MNEs to enter international markets, which likely influence efforts made by these firms to adapt to different types of formal and social institutional pressures. When firms invest significantly in a market, they have a greater economic dependence in that market and institutions have a greater opportunity to exert pressures. For instance, foreign direct investment requires a higher level of (longer-term) commitment, transfer of capital, exchange of expertise and learning, meaning that firms depend much more on local authorities to perform in the market and accomplish their goals. Social implications Enabled by new technologies and, particularly, social media platforms, stakeholders can now engage in organized forms of regulatory activities, as is evident in the lesbian, gay, bisexual, transgender, queer, black lives matter and gender equality social activist movements. Through prominent collective actions, the impacts of globally organized social movements may be increasingly non-location bound, placing MNE managers at the heart of new challenges and opportunities to engage with global stakeholders. Infomediaries such as the press, have always been of historical importance, due to their role in shaping stakeholder expectations and opinions of the firm and thus, the reputation and legitimacy of that firm. Originality/value This study enriches the understanding of what CSI is, why we are likely to observe it in practice and how it affects MNEs. This paper offers a definition of CSI that is sufficiently nuanced to capture the complexity of the contemporary IB environment, as well as a framework that, this paper proposes, presents a clearer understanding of the institutional mechanisms that may deter MNEs from behaving irresponsibly. By encouraging scholars to examine the institutional complexity of MNE CSI, the paper hopes to contribute toward building a bridge which connects the IB policy and social regulation research streams.

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“…Other times, the terms scandal and crisis are used interchangeably (e.g. Maiorescu, 2016;Tse et al, 2016). The problematic conceptualization of scandals does not allow researchers to fully explore the nature of scandals thereby limiting communication research and hindering practice.…”

Section: Literature Reviewmentioning

confidence: 99%

Scansis as a unique crisis type: theoretical and practical implications

Coombs

Tachkova

2019

JCOM

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Purpose The 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/approach Experimental 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. Findings The 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/implications The 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 implications The 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/value Scansis 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.

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Deutsche Telekom’s spying scandal: An international application of the image repair discourse

Cited by 11 publications

References 21 publications

When Weather Forecasters Are Wrong: Image Repair and Public Rhetoric After Severe Weather

When Weather Forecasters Are Wrong: Image Repair and Public Rhetoric After Severe Weather

Defining and deterring corporate social irresponsibility: embracing the institutional complexity of international business

Scansis as a unique crisis type: theoretical and practical implications

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