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Résoudre ou atténuer le problème en cas de crise ?

  • Sonia Capelli

    ()

    (CRCGM - Centre de Recherche Clermontois en Gestion et Management - UBP - Université Blaise Pascal - Clermont-Ferrand 2 - Université d'Auvergne - Clermont-Ferrand I - École Supérieure de Commerce (ESC) - Clermont-Ferrand)

  • Pascal Legrand

    ()

    (CRCGM - Centre de Recherche Clermontois en Gestion et Management - UBP - Université Blaise Pascal - Clermont-Ferrand 2 - Université d'Auvergne - Clermont-Ferrand I - École Supérieure de Commerce (ESC) - Clermont-Ferrand)

  • William Sabadie

    ()

    (Centre de Recherche Magellan - Université Jean Moulin - Lyon III - Institut d'Administration des Entreprises (IAE) - Lyon)

Registered author(s):

    Crisis communication theories compared most of the time the efficiency of extreme strategies aiming at solve the issue: deny or apology strategies. However, others middle strategies aiming at soften the crisis have been identified. This communication deals with the compared impact of both of them: an evasion of responsibility strategy (provocation) and a reducing offensiveness strategy (bolstering). The evasion of responsibility is the only one strategy able to challenge deny, and only as far as it may concerns the boycott intent.

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    File URL: https://halshs.archives-ouvertes.fr/halshs-00685310/document
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    Paper provided by HAL in its series Post-Print with number halshs-00685310.

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    Date of creation: 09 May 2012
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    Publication status: Published in XXVIIIème congrès international de l'Association Française du Marketing, May 2012, Brest, France. 2012
    Handle: RePEc:hal:journl:halshs-00685310
    Note: View the original document on HAL open archive server: https://halshs.archives-ouvertes.fr/halshs-00685310
    Contact details of provider: Web page: https://hal.archives-ouvertes.fr/

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    1. Andrew John & Jill Klein, 2003. "The Boycott Puzzle: Consumer Motivations for Purchase Sacrifice," Management Science, INFORMS, vol. 49(9), pages 1196-1209, September.
    2. 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.
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