Communication de crise : Le cas d'un appel au boycott
This study deals with the process underlying the impact of three crisis communication strategies - silence, deny and apology - identified in the literature, on boycott intent and buying intent. The case investigated is a boycott request concerning the use of chemical products on meat sold bya supermarket. Results show that the three response strategies impact differently the model inputs (boycott success probability and perceivedappropriativeness of the firm answer). Moreover, silence is anunderperfomant strategy compared to deny and apology. Deny and apology score similarly on behaviors intent.
|Date of creation:||12 May 2011|
|Publication status:||Published in XXVIIème congrès international de l'AFM, May 2011, Bruxelles, Belgium. pp.1-23, 2011|
|Note:||View the original document on HAL open archive server: https://halshs.archives-ouvertes.fr/halshs-00620097|
|Contact details of provider:|| Web page: https://hal.archives-ouvertes.fr/|
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- Sen, Sankar & Gurhan-Canli, Zeynep & Morwitz, Vicki, 2001. " Withholding Consumption: A Social Dilemma Perspective on Consumer Boycotts," Journal of Consumer Research, Oxford University Press, vol. 28(3), pages 399-417, December.
- Andrew John & Jill Klein, 2003. "The Boycott Puzzle: Consumer Motivations for Purchase Sacrifice," Management Science, INFORMS, vol. 49(9), pages 1196-1209, September.
- Koku, Paul Sergius & Akhigbe, Aigbe & Springer, Thomas M., 1997. "The Financial Impact of Boycotts and Threats of Boycott," Journal of Business Research, Elsevier, vol. 40(1), pages 15-20, September.
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