Contextual Factors Surrounding Reputation Damage With Potential Implications for Reputation Repair

Mooweon Rhee · Michael E. Valdez

296 citations0/0 files storedAcademy of Management Review

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Corporate Identity and Reputation Customer Service Quality and Loyalty Public Relations and Crisis Communication

Abstract

We explore the contextual factors surrounding reputation damage and their potential implications for reputation repair. We propose a model that examines how (1) the multidimensional property of reputation, (2) organizational age, (3) the diversity of market segments served by the organization, and (4) third parties influence a firm's perceived capability to cope with a reputation-damaging event and the external visibility of the event, which, in turn, determine the difficulty of the firm's reputation-repairing activities.

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1974Judgment under Uncertainty: Heuristics and Biases 1975Judgment under Uncertainty: Heuristics and Biases 1967The Social Construction of Reality 2001Ordinary magic: Resilience processes in development.1984Structural Inertia and Organizational Change 1994Determinants of Long-Term Orientation in Buyer-Seller Relationships 1990WHAT'S IN A NAME? REPUTATION BUILDING AND CORPORATE STRATEGY.2020Social Construction of Reality

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