Managing Crisis Overseas: An Explorative Analysis of Apple’s Warranty Crisis Communication in China

Gai, Lili

doi:10.1007/978-3-319-11815-4_242

Cited by 2 publications

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“…A crisis poses a threat to the reputation of an individual or organisation when an unwanted act or incident has occurred, and the individual or organisation is believed to have some degree of responsibility for it (du Plessis, 2018;Gai, 2016;Li Zeng, Zhou, Pan, & Fowler, 2018). The purpose of communications made during a crisis where the reputation of a person or organisation is under examination is to preserve or limit the damage to that reputation (Benoit, 2015).…”

Section: Introductionmentioning

confidence: 99%

Visualisation of image restoration for Indonesian public officials during the Covid-19 Pandemic

Pratiwi

Andarini²,

Setiyowati³

et al. 2022

Indonesian Journal of Communications Studies

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Most studies on image restoration concentrate on text analysis of firms and CEOs in the Western context; hence, there is a need to explore similar practices in public organisations or public officials in an Eastern context. This study intends to investigate tactics and methods for repairing the image of public officials in eastern nations, including Indonesia, to fill this void. Visual and thematic analysis was performed on a dataset containing 2,000 Instagram posts from seven public officials in Indonesia. According to our findings, the visual analysis identifies six content kinds, while the thematic analysis identifies ten content types. They constitute image restoration methods, such as compensation, bolstering, corrective action, and shifting the blame, and image recovery strategies, such as reducing offensiveness of event, corrective action, and denial. This study reveals that, contrary to western literature, public authorities in Indonesia tend to employ the method of minimising the offensiveness of an occurrence.

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Section: Introductionmentioning

confidence: 99%

Visualisation of image restoration for Indonesian public officials during the Covid-19 Pandemic

Pratiwi

Andarini²,

Setiyowati³

et al. 2022

Indonesian Journal of Communications Studies

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“…Benoit (1995) proposed the theory of "image repair" that explains image restoration. This theory focuses on the defensive communication genre that is used to "reduce, repair, or avoid reputational damage" (Gai, 2016;Zeng et al, 2018;Nazione and Perrault, 2019). Five strategies can be used to respond to a threat or crisis, including (1) denial and (2) evasion of responsibility, where companies and individuals deny/avoid and reduce responsibility for the alleged actions.…”

mentioning

confidence: 99%

Indonesian public officials after erroneous statements about COVID-19: An application of image restoration theory

Andarini

Pratiwi²,

Setiyowati³

et al. 2023

Front. Polit. Sci.

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IntroductionThis study aimed to examine the tactics and strategies of Indonesian public officials to restore their reputation after making false claims and policies on coronavirus 2019 (COVID-19). The significance of this study can be separated into two categories. First, the application of image restoration theory to public organizations and public officials is uncommon. Second, it is essential to analyze the application of this theory to diverse social, political, and economic contexts of emerging nations; as a result, these distinctions may lead to varied research conclusions.MethodologyA dataset of 2,000 Instagram posts by Indonesian public officials was generated to conduct the content analysis.ResultsThis study found that reducing offensiveness, evading responsibility, and taking corrective action are the three most commonly seen practices followed by Indonesian public officials. This study confirms that denial and mortification are employed exceedingly infrequently in non-Western countries because both these strategies are believed to diminish the image of public leaders in public view.DiscussionThis study presents the practical implications that public officials or public relations experts who represent them must be cautious since it can have severe implications on their reputation. This study also argues that erroneous claims when posted by public officials attract unwanted public attention and negatively affect their image. Furthermore, this study provides practical implications for public officials and their representatives to be more cautious while handling media accounts.

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Managing Crisis Overseas: An Explorative Analysis of Apple’s Warranty Crisis Communication in China

Cited by 2 publications

References 0 publications

Visualisation of image restoration for Indonesian public officials during the Covid-19 Pandemic

Visualisation of image restoration for Indonesian public officials during the Covid-19 Pandemic

Indonesian public officials after erroneous statements about COVID-19: An application of image restoration theory

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