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Managing organizational reputation in response to a public shaming campaign

Author

Listed:
  • Kitchin, P.J.
  • Paramio-Salcines, Juan L.
  • Walters, Geoff

Abstract

Sport has embraced social media, intensifying the (online) coverage of sport organizations and athletes. Until now, the role that social media has played in the renaissance of public shaming in sport has received little attention. To address this gap, the authors present a novel case study of a public, online shaming campaign against an English Premier League football club by one of their own supporters. Data were collected from multiple sources, including online sources and organizational documents that informed both the creation of semi-structured interviews and the development of a process model of public, online shaming. Findings reveal how a supporter query was mishandled by the club. In response, the supporter turned-activist launched a low-scale online shaming campaign about disability discrimination. The campaign escalated in profile to gain national media attention. Within the framework of Online Reputation Management, the authors present the organizational response that sought to bolster the club’s reputation by deploying a series of internal and external responses. The authors conclude that to minimize the potentially negative effects of public shaming in sport, sports organizations should implement specific reputation management practices but ones that monitor online sources for potential issues and crises.

Suggested Citation

  • Kitchin, P.J. & Paramio-Salcines, Juan L. & Walters, Geoff, 2020. "Managing organizational reputation in response to a public shaming campaign," Sport Management Review, Elsevier, vol. 23(1), pages 66-80.
    • Handle: RePEc:eee:spomar:v:23:y:2020:i:1:p:66-80
    DOI: 10.1016/j.smr.2019.03.009
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    References listed on IDEAS

    as
    1. Juan Luis Paramio-Salcines & P.J. Kitchin, 2013. "Institutional perspectives on the implementation of disability legislation and services for Spectators with Disabilities in European professional football," Sport Management Review, Taylor & Francis Journals, vol. 16(3), pages 337-348, July.
    2. Kevin Filo & Daniel Lock & Adam Karg, 2015. "Sport and social media research: A review," Sport Management Review, Taylor & Francis Journals, vol. 18(2), pages 166-181, April.
    3. Joonas Rokka & Katariina Karlsson & Janne Tienari, 2014. "Balancing acts: Managing employees and reputation in social media," Post-Print hal-01064176, HAL.
    4. Dijkmans, Corné & Kerkhof, Peter & Beukeboom, Camiel J., 2015. "A stage to engage: Social media use and corporate reputation," Tourism Management, Elsevier, vol. 47(C), pages 58-67.
    5. Anne S.Y. Cheung, 2014. "Revisiting Privacy and Dignity: Online Shaming in the Global E-Village," Laws, MDPI, vol. 3(2), pages 1-26, June.
    6. Emily B. Laidlaw, 2017. "Online Shaming and the Right to Privacy," Laws, MDPI, vol. 6(1), pages 1-26, February.
    7. Filo, Kevin & Lock, Daniel & Karg, Adam, 2015. "Sport and social media research: A review," Sport Management Review, Elsevier, vol. 18(2), pages 166-181.
    8. Joonas Rokka & Katariina Karlsson & Janne Tienari, 2014. "Balancing acts : Managing employees and reputation in social media," Post-Print hal-02313354, HAL.
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