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Copyright of Zeitschrift für Diversitätsforschung und -Management is the property of Verlag Barbara Budrich GmbH and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The present research examines how different kinds of promotion programs (i.e., price discount versus donation promotion) buffer brands from the ill effects of product-harm crises. Drawing on attribution theory, the authors investigate the differential effects of promotion programs on consumer responses following ambiguous product-harm crises. These effects are moderated by promotion depth (i.e., the monetary value of a promotion) and brand reputation. Results show that for low-depth promotions, donation is more effective than price discount when the product-harm crisis involves moderately reputable brands. Importantly, the authors identify blame attribution as the mediating mechanism accounting for the interaction effects. When the locus of causality is external to the focal brand, the interaction effects of promotion programs and brand reputation disappear. [ABSTRACT FROM PUBLISHER]

Purpose: The purpose of this paper is to explore the pressures to publish facing European public relations (PR) and communication management scholars across career stages. Design/methodology/approach: The Delphi method was used with PR and communication management scholars at associate professor level or higher across Europe. An online survey was then shared with the wider academic community to gather insights from scholars at different career stages. Findings: The suitability and status of the journal and the language of the outputs are considered. Academics are caught between the rock of publishing inside the field to support its development and the hard place of being required to publish in high-ranking journals for funding and promotion. Scholars are evaluated regularly, with journal articles being the main unit of assessment. Academics, regardless of career stage, feel under pressure to publish. Research limitations/implications: The wider survey enabled publishing insights to be gathered from academics across the career spectrum, but it was completed by a small sample. Nevertheless, similar concerns emerged from both methods of data gathering, suggesting a clear agenda for discussion and further research. Practical implications: PR and communications management is an academic discipline without an accepted list of high-impact journals. This study provides an annotated journal list to aid institutional evaluations, aid scholarly journal publishing decisions and support early career researchers navigating the publishing process. Originality/value: This adds to the somewhat limited discussion regarding how academics in PR and communication management decide where to publish and provides a resource that can be used by scholars, institutions and funders. [ABSTRACT FROM AUTHOR]

Purpose: The study aims to explain the communicative basis of conflicts in which actors stand in opposition in defining a negotiated situation and to deepen knowledge of environmental conflict development, in particular on how frames are (re)shaped through discursive choices in interaction. Design/methodology/approach: This study adopts an interactional approach to framing and 1) identifies the frames shaped and reshaped in four environmental debates and 2) analyzes how framing activities affect the course of the debates. Findings: This study contributes to understanding 1) the interactive nature of conflicts; 2) how the reception and interpretation of issue framing depends on the surrounding identity and characterization framing and 3) how framing activities, like identity work, emotional alignment and reframing, can affect the course of environmental debates toward polarizing or bridging. Research limitations/implications: On a methodological level, this study contributes to communication research by applying methodologies for investigating framing processes on a micro-level. This study investigates interactional framing, considering the perspectives of frame strategists engaging in issue arenas. The study provides an in-depth discourse analysis of the debates but lacks an overview on the entire issue arena regarding this conflict. Practical implications: Skilled actors span boundaries by articulating issue frames that accommodate opponents' concerns and values while demonstrating the added value of the new frame, adjusting identity work in favor of relations with opponents. Furthermore, calibrating emotional intensity offers opportunities to mobilize support. Originality/value: This research investigates which communicative competences are essential to act adequately in environmental conflicts, given their intractable nature, and suggests opportunities for cocreation by making discursive choices. This approach helps to uncover the micro-processes that escalate and de-escalate a conflict. [ABSTRACT FROM AUTHOR]

Purpose: Over recent years, public relations (PR) research has diversified in themes and theories. As a result, PR presents itself today as a multi-paradigmatic discipline with competing ideas of progress that mainly circle around questions of ontology and epistemology, i.e. around defining appropriate object and knowledge in PR research. Design/methodology/approach: This conceptual article highlights a third crucial question underlying the debate drawing on a narrative approach: The question of axiology, hence, the normative question how PR research shall develop to contribute to societal progress. Findings: The article presents a model, which describes how normative visions of progress in different PR paradigms – functional, co-creational, social-reflective and critical-cultural – manifest in each distinct combinations of four narrative plots – tragedy, romance, comedy and satire. Originality/value: These findings complement the current debate on disciplinary progress in PR research by fostering reflection and debate on paradigm development and cross-paradigmatic tensions and exchange from an explicit axiological perspective. [ABSTRACT FROM AUTHOR]

Purpose: Nowadays, communication practitioners are well-equipped with all kinds of skills and competencies. Nevertheless, those capabilities seem not to prevent professionals from stress and burnout. Stress resilience, i.e. the ability to deal with high demands at work, to cope with and recover from stress, seems to be a missing competence. This study sheds light on this important, but barely discussed aspect of communication management. Design/methodology/approach: A qualitative approach was applied to understand sources of stress and to identify opportunities to build stress resilience competence. Therefore, 40 in-depth interviews with senior leaders and young professionals in 30 agencies in the largest countries on two continents were conducted (United States vs Germany). Findings: This study revealed common and threat drivers of stress. Overall, the work environment can be summarised as highly demanding and multifaceted, where stress resilience might be a useful competence to have to be successful and to be protected against negative stress outcomes such as burnout. The study identifies several reasons why resilient professionals are more successful in coping with stress. It is further shown that most communication agencies in the sample have already implemented programmes to increase employees' resilience. Originality/value: This study offers an alternative view on the much-debated future of work by using an interdisciplinary approach and large-scale, qualitative insights from the agency environment. A novel concept is introduced that can stimulate further research. [ABSTRACT FROM AUTHOR]

Non-financial reporting is the basic tool for presenting the implementation of sustainability goals (SDGs). This paper investigated the current status of non-financial reporting standardization in terms of small and medium-sized enterprises. The topic of non-financial reporting has been discussed in recent years from the perspective of large business entities. So far, it has only rarely been applied to SMEs. This will increase significantly in the coming years when such reports will also become obligatory for smaller entities. The first stage of the research, based on the method of analysis and criticism of the literature, will be prepared in the area of the subject taken, including relations between the main concepts: sustainability, non-financing reports, SMEs. The essential data source used for the article is reports published by the Global Reporting Initiative. Based on the research conducted, it can be concluded that it is necessary to develop non-financial reporting standards for SMEs. These results may become a valuable resource of knowledge and a set of samples that can be useful in developing this area. Especially since it can be expected that such reports will also be obligatory for SMEs. [ABSTRACT FROM AUTHOR]

Copyright of Gestão e Sociedade is the property of Revista Gestao e Sociedade and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

The following study focuses on strategies of denial and evasion of company responsibility used in responding to complaints, negative and critical comments posted by consumers on English and Polish brand profiles on Twitter. The analysis shows that despite the face-threat these acts may pose to the consumer and, consequently, to the company's image, the companies do not refrain from using strategies denying the complainable and disagreeing with the customer. The study shows that companies resort to a range of sub-strategies of evasion and denial of blame, such as referral to external circumstances and regulations, thanks, blaming a third party, statements of unawareness of the complainable, simple denial of the complainable, expression of personal opinion or criticism of the consumer, among others. The study indicated differences between the English and Polish profiles as to the range and frequency of use of the strategies of rejecting consumers' complaints. The Polish corpus offers a greater occurrence and a wider range of evasion and denial strategies used in reaction to consumers' negative or critical opinions and complaints. [ABSTRACT FROM AUTHOR]

Reputation scholars have convincingly demonstrated the relevance of understanding the behavior of government agencies as motivated by reputational concerns. Yet we must still expand our understanding of how agency audiences pass reputational judgments. Combining insights from bureaucratic reputation theory with psychological theories (motivated reasoning and attribution theory), this article theorizes and tests whether agencies' reputational histories increase the likelihood of receiving positive or negative newspaper coverage. Our findings are based on an extensive coding of 11,041 newspaper articles over a 10-year period in Denmark and Flanders (Belgium) regarding 40 agencies. We introduce a measure of reputational history from communication studies. The analysis identifies that both negative and positive reputational histories are related to the valence of newspaper coverage, suggesting that the past reputations of agencies are part of the cognitive basis upon which audiences form reputational judgment. [ABSTRACT FROM AUTHOR]

This cross-cultural study examines the differences in communicative styles between English and German email responses to customer complaints by analysing their discourse structure (through a rhetorical move analysis) and the frequency of first-person references (I and we and their different forms). The framework is given by House (House, Juliane. 2006. Communicative styles in English and German. European Journal of English Studies 10(3). 249–267.), who suggests that English speakers tend to use a more interpersonal (i.e., people-oriented) communicative style, while German speakers show a preference for a transactional (i.e., content-oriented) style. In addition, first-person references within the genre of email responses to complaints are associated with either the customer service agent's personal or corporate identity. The data consist of 150 English and 84 German authentic emails. The results of the move analysis reveal that the discourse structure of both data sets is mainly similar, but the few differences point into the direction of support for House's framework, in particular the dimension on addressee- or content-orientation. Although agents generally use more we than I-references in both data sets, thus exhibiting mainly a corporate identity, they tend to use the opposite in some moves (e.g., Apology), which points to pronominal shifting across move level, as suggested in previous research (Zhang, Yi & Camilla Vásquez. 2014. Hotels' responses to online reviews: Managing consumer dissatisfaction. Discourse, Context and Media 6. 54–64.). Overall, the German agents use more we-references compared to their British colleagues. Finally, agents use pronominal shifting within move level to distance themselves from the company. [ABSTRACT FROM AUTHOR]

Previous research has identified customer satisfaction and customer-company identification as two of the most important concepts in relationship marketing. Yet despite their proclaimed importance, research on their long-term effectiveness is surprisingly scarce. Furthermore, comparative research acknowledging the concepts' different theoretical roots and illuminating the differences in their long-term effectiveness is lacking. In addition, little is known about how competitive actions affect the long-term effectiveness of both concepts. This study makes a first attempt to address these research gaps and offers a comparative analysis of the effectiveness of customer satisfaction and customer-company identification in driving important customer outcomes over time. Latent growth analyses of rich longitudinal data from customers over nine measurement points spanning 43 weeks (n = 6,930) show that customer satisfaction and customer-company identification have positive initial effects on customers' loyalty and willingness to pay but differ in their ability to maintain these positive effects over time. Whereas the positive effects of customer satisfaction decrease more rapidly, the effects of customer-company identification are significantly more persistent. Analysis of the moderating effects of relative competitive advertising suggests that customer-company identification is more effective at immunizing customers against competitive actions. [ABSTRACT FROM AUTHOR]

Contextualized in the "Going Global" strategy of Chinese corporations under the Belt and Road Initiative and drawing upon the attitudinal and engagement systems of appraisal, this study aims to provide semiotic and rhetorical insights into the discursive strategies of Chinese corporations in microblogging on overseas social networking sites (SNS). The posts, made over a 15-day period by the five giant Chinese companies on the US-based SNS Facebook, are analyzed both quantitatively and qualitatively. The results reveal that, in terms of attitudinal appeals, judgment resources are most preferred by Chinese corporations while affect resources are least deployed; in terms of engagement patterns, dialogic engagement patterns proliferate. It is explained that Chinese corporations strongly appeal to ethos and low power distance, demonstrating Western achievement-based cultural orientations, despite the existing discursive manifestations of the high-context, power-distanced, collectivistic characteristics of Chinese culture. This pragmatic and rhetorical shift elicits transculturality in a global cyber space informed by digital globalization and economic glocalization. [ABSTRACT FROM AUTHOR]

How do social movements gain concessions from large corporations? The ability of protests to attain leverage by imposing disruption costs on their targets is widely assumed but less often tested. In this article, we assess the ability of protests to attain concessions by disrupting three broad sources of interest to firm officials: maximizing shareholder value, gaining positive media, and fostering a well‐reputed image. In contrast to the body of research on the benefits to movements from shaping media discourses and damaging the reputations of their targets, we find that only market disruption provides protests with leverage. We show this through statistical analyses of an original database of protests against large corporations in the United States over five years, 2005–2009. This study advances social movement and organizational research by demonstrating the ways in which the interests of large corporations provide insurgents with means of attaining leverage over their targets. It also speaks to the broad debate over the importance of disrupting the material versus symbolic interests of movement targets. Our results suggest that when it comes to obtaining concessions from large corporations, it is material disruption and not symbolic disruption that provides movements with leverage. [ABSTRACT FROM AUTHOR]

The article presents a list of the peer reviewers who served the "Journal of Business Ethics" in 2019.

This article extends theory around consumer-brand relationship quality by exploring conditions under which such relationships may be transformed into exceptionally negative dispositions toward once-coveted brands. Survey and experimental results indicate that the more self-relevant a consumer-brand relationship, the more likely are anti-brand retaliatory behaviors after the relationship ends. These anti-brand behaviors are diverse: from complaining to third parties, to negative word of mouth, to illegal actions such as theft, threats, and vandalism. In contrast, post-exit consumer-brand relationships that were low in self-relevance but were high in trust, commitment, and satisfaction are less likely to result in anti-brand actions. The role of a discrete product or service failure is also explored, and results suggest that self-relevance may motivate retaliation even in the absence of a so-called critical incident. Ultimately, this research illuminates previously unexplored mechanisms--including self-conscious emotional reactions--that motivate consumer hostility and retaliation. [ABSTRACT FROM AUTHOR]

The conventional service–profit chain (SPC) proposes that a firm's financial performance can be improved through a path that connects employee satisfaction, customer orientation, customer satisfaction, and customer loyalty. In this article, a complementary SPC that is built on both a conventional path and a social identity–based path is introduced. The latter SPC path centrally builds on customer– and employee–company identification as a core construct. Using a large-scale triadic data set that includes data from employees, customers, and firms, the authors find strong support for the extended SPC, which accounts for important customer (loyalty and willingness to pay) and firm (financial performance) outcomes. In addition, the effects of company identification exist incrementally beyond the effects of the conventional SPC path. [ABSTRACT FROM AUTHOR]

Increasingly, customers use social media to voice complaints, making those comments visible to a wide range of uninvolved, virtually present others (VPOs). Many companies seek to shift their complaint-handling efforts away from public online platforms and toward private interactions. However, this approach might not be optimal due to the importance of transparency in social media recovery and its impact on VPOs. Using multiple experiments and building on signaling theory, vicarious learning, and trust repair mechanisms, this study reveals that service recovery transparency acts as an important signal of quality, eliciting trust, and improving VPOs' word-of-mouth (WOM) and purchase intentions. However, service recovery transparency forms a signal of poor quality when the service recovery is unsuccessful, resulting in negative implications for VPOs' WOM and purchase intentions. Conditional transparency provides transparency about selected aspects of the service recovery (i.e., the process or result), enabling companies to exploit the positive aspects of transparency and evoke more favorable VPO intentions than would arise with complete opaqueness. Such efforts are necessary because even high brand equity firms suffer when failing to provide recovery transparency. [ABSTRACT FROM AUTHOR]

Copyright of Studies in Law & Economics / Studia Prawno-Ekonomiczne is the property of Lodz Scientific Society / Lodzkie Towarzystwo Naukowe and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Not-for-profit news organisations are increasingly funded by private foundations, supported by wealthy entrepreneurs. This raises a range of ethical dilemmas for journalists, which are particularly serious when their donors are alleged to have been involved in unethical or illegal activities. Although this is a relatively common occurrence in the non-profit sector, so far there has been no critical discussion of these issues in relation to foundation-funded journalism. In this article, we interrogate a rich and detailed case study of the relations between a non-profit news organisation and a donor accused of being involved in a massive, international fraud scandal. We document how the news outlet justified their acceptance of this donor's money; the defensive strategies they used to protect their reputation, organisational values and editorial freedom; and the conditions that ultimately led to journalists parting ways with the foundation. In so doing, we draw on ideas about philanthrocapitalism, stakeholders and resource dependence in order to develop model of how nonprofits respond to "tainted" donors. [ABSTRACT FROM AUTHOR]

The article presents a list of editors and editorial board members who peer reviewed article submissions for the "Journal of Business Ethics" in 2018 including María América Alvarez Domínguez, Maria Elena Aramendia-Muneta, and Noman Ahmed Shaheer Siddiqui.

Copyright of El Profesional de la Información is the property of EPI SCP and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)

Many consumers are skeptical or suspicious of the functional mechanisms of social commerce, its valuable processes and fast delivery, and the quality of many products that are offered online. This paper discusses the role of consumer trust as a foundation for the diffusion and acceptance of social commerce. First, trust is seen as a distinct but potentially coexisting mechanism for reducing the uncertainty and complexity of transactions in social commerce markets. Second, this paper provides actual proof of whether or not quality of service can be attributed to customer satisfaction and company performance on social commerce sites. [ABSTRACT FROM AUTHOR]

Although ethical scandals are a common phenomenon in the service industry, there is little research on the service-specific aspects of crisis management. In this research, we argue that frontline employees are of crucial importance after a scandal and examine how firms can secure the support of frontline employees following different kinds of scandals. Specifically, we demonstrate that corrective responses that address the internal causes of a scandal and ceremonial responses that guide attention to positive aspects unrelated to the scandal moderate the impact of different scandals on frontline employee support. Three experiments showed that frontline employee support was greater after scandals that involved a great rather than a small number of wrongdoers and after scandals that had been caused by high-ranking managers rather than low-ranking employees when a corrective response was implemented. In contrast, support was greater following scandals that had been committed by a few low-ranking employees rather than high-ranking managers when a ceremonial response was employed. These results have important implications by illustrating how companies can effectively restore frontline employee support following a scandal. [ABSTRACT FROM AUTHOR]

Social media channels are increasingly used by consumers to post complaints to companies. In contrast to traditional channels, the complaint and a firm’s recovery efforts are visible to passive observers who are virtually present. Additionally, these unaffected users may become involved by supporting a complainant with negative comments or by supporting the firm with positive comments, leading to interactive virtual presence (VP). We reveal that such VP affects how a complainant reacts to successful and unsuccessful service recovery. Based on social influence theory (SIT), we investigate the influence of a mere VP as well as interactive VP of positive and negative valence on the complainant’s satisfaction and purchase intentions and analyze the role of expertise of those who are virtually present. The results indicate that SIT is applicable to virtual environments but that restrictions apply. Specifically, mere VP enhances the effects of recovery success, but—in contrast to SIT—not the negative results of unsuccessful recovery, and interactive VP leads to attitude polarization. Moreover, high-expertise individuals who engage in positive (negative) interactions after unsuccessful (successful) recovery are deleterious. When experts disconfirm successful recovery, they have higher credibility and reduce confidence in the firm. However, in contrast to SIT, experts trying to mitigate unsuccessful recovery are perceived as less credible, which also reduces confidence. Overall, if service recovery via social media is successful, firms will benefit from VP. However, caution is advised when using expert users who may interfere with service recovery processes. [ABSTRACT FROM AUTHOR]

Calls for increased transparency and reduced information asymmetry between service firms and their customers are getting louder in the marketplace. Yet, it remains unclear what exactly constitutes transparency in the eyes of customers and how, if at all, service firms benefit from it. This research contributes to extant knowledge by articulating the key properties of service firms’ performance transparency and by developing and validating a parsimonious scale to measure it. We show that through a reduction in customer uncertainty, the provision of accessible and objective information about a firm’s service offering is positively associated with customers’ intention to purchase and willingness to pay a price premium for its service. Furthermore, we find that the positive effect of performance transparency is influenced by customers’ perceptions of a firm’s ability to deliver on its service promise. An important managerial implication of the current research is that performance transparency benefits customers by lowering uncertainty, and hence service firms should proactively consider it as a critical measure that helps differentiate their services from competitive offerings, even when customer perceptions of a service firm’s ability are low. [ABSTRACT FROM AUTHOR]