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This paper analyses the communication carried out by IBEX35 companies in crisis situations in order to determine the mechanisms that try to favour dialogue between organisations and their stakeholders. The sample is made up of the tweets that include the word covid and that have been issued by the 27 IBEX 35 companies that had verified corporate profiles on the Twitter social platform during the first 6 months of the COVID-19 pandemic in Spain. Taking into consideration the dialogic principles established by Kent and Taylor (1998), which were adapted by Rybalko and Seltzer (2010) for Twitter, an adaptation was made to establish indicators to apply to the conversation established on the platform. To analyse the differences in interaction, the t-test for independent samples and the one-factor ANOVA were used. The results show that companies maintain an interest in engaging with their audiences but continue to deal with topics that are not of interest to users, which makes it difficult for a dialogue or conversation to take place between companies and stakeholders. The article shows that the resources most used by companies in crisis situations are the call to action and dialogue, either by asking their users questions or suggesting the desired interaction. While directly asking users for their opinions does not generate more dialogue, the results show that soliciting attitudes, such as commenting, sharing an image or liking an image, does increase interaction. This implies that there is low interest on the part of audiences to join a real conversation. [ABSTRACT FROM AUTHOR]

The main objective of this paper is to determine the influence of the family on the reputational transfer between the company and its manager. In the field of family businesses, the strong identification of the family with the company has led to the study of the relationship between corporate reputation and the level of family involvement. However, the mutual transfer of reputation between the family business and its manager has yet to be investigated. For this reason, the study also aims to contrast that the corporate reputation contributes to that of its manager, studying how the presence of a family in the management and/or control of the company affects this relationship. To this end, using the rankings published by the Spanish Corporate Reputation Monitor (MERCO) of the most reputable companies and leaders in Spain for the period 2001-2017, different econometric models have been formulated with panel data. The results obtained, with important practical implications, contribute to reputation research and, especially, to the literature on family businesses. In this sense, the results show not only that the family nature of the company gives a reputational advantage to the company and its leader, but also that the reputation of the family business managers is transferred to the corporate reputation in a shorter period of time than when the company does not share this nature. [ABSTRACT FROM AUTHOR]

Two studies, one qualitative and the other quantitative, have been carried out, each using two samples differentiated by the degree of knowledge of the performance of media: informed population and communication professionals. A quantitative analysis of the reputation of the Spanish media is carried out, based on a qualitative analysis of the professional and business reality of the media with the best reputation. It is concluded that there is a broad consensus that there is no confidence in the media because the information that they disseminate is manipulated. The credibility of a medium shows a high correlation with its history, consistent with the theory of reputation, because consolidation of a stable reputation requires time. The reputation of each type of media (paper press, digital press, radio, and television) is evaluated, yielding two rankings of the 16 media with the best reputation in Spain, corresponding to the two samples analyzed. [ABSTRACT FROM AUTHOR]

This paper focuses on the problem of Corporate Reputation in relation to stakeholders' perception. More precisely, how the intangible values of branding have a potential influence on the Corporate Reputation of a communication company. As fieldwork, with the aim of having contact with the complete value chain of a corporation, 463 questionnaires conducted with members from all the stakeholder groups (7) of Televisió de Catalunya-TV3 regarding La Marató de TV3 have been analyzed. La Marató action is a Corporate Social Responsibility event organized by the autonomous public television network of Catalonia (Barcelona, Spain). The results allow us to identify how trust, quality, transparency and solidarity are the most important values identified in its corporate reputation. This research is relevant as it studies the role of and relationship between intangible values of branding and the perception of corporate reputation in a complete company value chain (representing all its stakeholders). [ABSTRACT FROM AUTHOR]

The concept of corporate reputation is rarely applied to cooperative companies. This paper analyzes the implications of a good reputation in their performance. Specifically, it focuses on olive oil cooperatives in Spain, where the need for differentiation makes them key subjects of study. The structural equation method and the partial least square technique are used to empirically test a theoretical model linking cooperative reputation to performance in a twofold multidimensional way. On the one hand considering that the cooperative reputation is reflected on four variables: innovation, certification systems, social responsibility and awards. On the other hand the financial aspects of performance have been considered but also the non-financials, to take into account the specific nature of these companies. The outcomes obtained for the representative sample of the sectorof 76 cooperatives in Spain, demonstrates that reputation has been well approximated by the four variables included in the model and it is indeed directly and positively related to the cooperative performance. These findings serve for positioning reputation as a novel key performance indicator for Coopmanagers, indicator that also allows to be used at the same time in the imminent need for differentiation of this industry. [ABSTRACT FROM AUTHOR]

This paper has two objectives. First, it attempts to show the evolution of companies in the management of intangibles: brand, communication, CSR, etc. Furthermore, it aims to define the current framework of corporate reputation. In the development of the paper, in addition to literature sources, in-depth interviews have been used with executives of pioneer companies in the implementation of corporate reputation. Interviews were also directed specifically towards experts in the management of intangibles. The conclusion is that a holistic management of intangibles is now necessary and proposes an evolution of the Dircom towards a new role: Chief Communication and Reputation Officer or Chief Reputation Officer, as a corporate reputation strategist. [ABSTRACT FROM AUTHOR]

Purpose – This paper aims to reveal the key elements of corporate identity through the information provided by entities' websites, and to study the differences in the information transmitted by entities through their websites. Design/methodology/approach – The research develops an analysis of corporate identity in Spanish banking institutions, focusing on the communication of identity elements through corporate websites. A content analysis methodology is employed. Findings – A total of 230 categories related to six dimensions of corporate identity were identified: visual identity, communication, culture, behaviour, strategy and structure. The results show the elements most widely used by financial institutions and the moderating role of different dimensions (market scope, specialisation, etc.). Research limitations/implications – A natural sequel of this work would involve the analysis of other sources of identity communication, and measurement of the corporate image transmitted to stakeholders. Practical implications – The results obtained will allow entities to compare themselves to others in the same sector; likewise companies that are involved in mergers will be able to gain an understanding of the best way to build a new identity. Originality/value – Most literature on corporate identity is theoretical, with no empirical basis. This paper reveals empirically the elements of identity with a focus on banking institutions, and allows differences between entities to be established. [ABSTRACT FROM AUTHOR]

The aim of this paper is to show how managing human capital companies are able to enhance their corporate reputation and financial performance. In particular, this preliminary study analyses the impact of human capital on reputation perceived by employees and financial performance (by means of the return on capital employed -ROCE-). Using a database of Spanish audit sector and applying an exploratory and confirmatory factor analyses, three factors of human capital are obtained (Staff Quality, Staff Management and Staff Results) which have been related to the dimensions of employees' views of reputation and ROCE through a path analysis. The results reveal that staff quality (firms with creative employees, who perform their best and think actions through, and where there is no trouble if individuals left) has a significant and positive influence on all the dimensions of reputation. Staff management (firms with clear recruitment and succession training programs, upgrade employees' skills and employees who give their all) has a significant and positive impact on resource management, ethics and media reputation. Staff results (employees are satisfied and they do not have to bring down to others' level) have a positive and significant effect on business leadership, resource management, ethics and media reputation. No significant effects are found in when human capital factors and financial performance are linked as a consequence of the financial crisis. We also obtained unexpected results in the impact of reputation perceived by employees on financial performance. In any case, a practical implication for these results is that service companies which manage adequately their human capital can increase the employee views of corporate reputation, having the factor Staff Quality a double significant and positive influence on reputation than other two factors. [ABSTRACT FROM AUTHOR]

This paper delves into the manner in which some Multinational Corporations (MNCs) manage corporate diplomacy as a catalyst of their political, social, and cultural influence in foreign markets. Once the related literature is reviewed, the qualitative Focus Group technique is applied by creating two teams of nine business internationalization experts, chosen amongst university professors; representatives of institutions and organizations, such as Chambers of Commerce or embassies; MNCs' executives and lobbyists; and high-level representatives of Spanish state diplomacy. This contribution verifies that corporate diplomacy is known and clearly distinguished from other similar functions within the company in Spain; nevertheless, it is admitted that, in the case of Spanish MNCs, the arrival of corporate diplomacy is delayed. Secondly, we present the four key instruments to exert influence and, in turn, the most necessary ones to implement corporate diplomacy strategies: networking with external stakeholders, competitive intelligence, corporate reputation, and lobbying actions. Additionally, this paper shows that some MNCs coexist with other types of diplomacy—e.g., state or political, public and commercial diplomacy, although most do not yet do so autonomously, especially the Spanish MNCs. However, MNCs foster the perception that they assume, in a certain way, the role of the nation-states. This paper's contribution is to establish that the current cross-border relational framework requires corporations to develop a true foreign policy and acquire a diplomatic know-how to strategically manage their influence in the countries where they operate so that they can obtain a "social license to operate" and generate favorable business environments. Finally, a short discussion about possible connections between corporate diplomacy and cyclical dynamics of open innovation is included, where engagement of external stakeholders and culture understanding are the main points in common identified. [ABSTRACT FROM AUTHOR]

Using as a reference the opinion of university managers and Social Boards, the aim of this paper is to ascertain the presence of significant differences regarding the main barriers and drivers found in Spanish universities to develop practices for the implementation of corporate social responsibility (CSR). The main finding is related to the lack of training is the most important barrier to develop CSR practices. Based on this result, we can infer that Spanish universities not include in their business and management curricula subjects related to social responsibility issues. In addition, we found that the main driver to develop CSR practices at Spanish universities is improving their social image and reputation. [ABSTRACT FROM AUTHOR]

This paper presents an explanatory regression model contrasting the existence of a direct relationship between the information concerning the social responsibility of Spanish financial entities with respect to their customers and their corporate reputation. The dependent variable of the model is an ordinal variable defined by its position in the MERCO ranking of the entities under study; the ordinal regression model is the methodology applied. The model we present constitutes a first approach to ascertain the importance that information on social responsibility has in managing corporate reputation. This aspect of management will gradually become just as important as knowledge or added value management is today. The results obtained show a direct relationship between the category of corporate reputation and the information about innovation and risk management communicated by the financial entities. [ABSTRACT FROM AUTHOR]

Corporate reputation is a key intangible asset for organizations, especially in intensive-staff services, because it allows creating and sustaining competitive advantages. As managers are essential in the creation and communication of reputation, the aim of this paper is to establish a model about reputation perceived by them. Thus, Human Resources, Ethics and Costumer Loyalty, Media Reputation, Good Functioning, Respect and Credibility, and Environmental Responsibility are identified as specific dimensions that affect to the reputation perceived by managers of service companies, such as accounting audit firms that operate in Spain. This will facilitate the strategic management of reputation. [ABSTRACT FROM AUTHOR]

This paper aims to approach to the reality of the environmental marketing in the Spanish industry, identifying, on the one hand, the most salient green practices in this sector and, on the other hand, the profiles of companies more prone to adopt them. Findings suggest that, in general terms, more socially visible organizations are more interested in environmental marketing practices. In addition, it is also observed that the implementation degree of environmental modifications in internal processes related to logistics and product design is superior to market directed actions, mainly oriented to promote and communicate the organization's environmental behaviour. [ABSTRACT FROM AUTHOR]

This paper analyses the influence that image associations have in the perceptions and satisfaction with the Spanish bank industry. For that, the role of location, personnel, social responsibility and perceived price fairness as determinants of global impression and satisfaction with the entity is examined. Moreover, it also studies if socio-demographic variables and the fact that the client is customer of a traditional or saving bank moderate the relationships. To fill these aims, structural equation modeling is employed with a sample of 300 clients of the Spanish banking industry. Results show different paths of influence of the associations over the satisfaction. Besides, differences among segments are found, what highlights the importance of offering differentiate services in this market. [ABSTRACT FROM AUTHOR]

The aim of this piece of research is to determine the interrelationships between the corporate image used by the main restaurant franchises operating in Spain and the colours used by them. Following Colour Theory and the studies on colour psychology that will be dealt with during the course of this paper, we have started with the principal hypothesis that red will be the predominant colour, together with yellow, due to the fact that these colours, because of their inherent connotations, are those best able to convey the activity and philosophy of fast food companies. The field of Visual Corporate Identity is an extremely wide one in which various elements are at work, such as brand, logo, symbol, typography, colour, different compositions or versions of the brand and the application of the brand to different support media. This means that when it comes to the comparative analysis, this piece of research will focus on the chromatic aspect of each sample analysed as it operates in the fast food sector and the Spanish market, based on the assumption that the way in which elements such as colour are used is not arbitrary. The methodology used in this research meant selecting a sector of activity from within the commercial system of fast food franchises and determining the samples to be analysed based on the following criteria: highest volume of invoicing and greatest number of franchises operating in Spain. To accomplish this, the authors have based their research upon qualitative methods and secondary sources. In conclusion, we have been able to demonstrate how the use of corporate identity and, more specifically, colour, is deliberate and undoubtedly forms part of, and is subordinated to, the corporate communication strategies defined by the company. [ABSTRACT FROM AUTHOR]

Corporate identity manuals used by Spanish public administrations at the state, regional or local level set the standards for the respective corporate image that is displayed to the public. Corporate image is not a static concept, but evolves with society. Concepts such as logo, typography, format and print materials are defined, as well as the stationery for the three most common communications of administrative action: internal memo, inter-office document, and letter. [ABSTRACT FROM AUTHOR]