The Handbook of Communication and Corporate Reputation

Craig E. Carroll is Visiting Scholar in Corporate Communication at New York University’s Stern School of Business and Senior Research Fellow with the Reputation Institute, LLC. He serves on the adjunct faculty at the IE Communication School in Madrid, Spain and USI Università della Svizzera italiana in Lugano, Italy. He is Past Chair of the International Communication Association’s (ICA) Public Relations division.  He is editor of Corporate Reputation and the News Media, and serves on the editorial boards for Corporate Communication, Corporate Reputation Review, Journal of Communication, Journal of Public Relations Research, Public Relations Journal, Public Relations Inquiry, and Public Relations Review. His research on corporate reputation has been presented in over 15 countries.

About the Editor ix Notes on Contributors x

Acknowledgments xxvi

1 Corporate Reputation and the Multi-Disciplinary Field of Communication 1
Craig E. Carroll

Section 1 Communication Disciplines of Reputation 11

2 Corporate Reputation and the Discipline of Public Opinion 13
Cees B.M. van Riel

3 Corporate Reputation and the Discipline of Interpersonal Communication 20
Sherry J. Holladay

4 Corporate Reputation and the Discipline of Organizational Communication 30
Robyn Remke

5 Corporate Reputation and the Discipline of Advertising 40
Nora J. Rifon, Karen Smreker, and Sookyong Kim

6 Corporate Reputation and the Discipline of Corporate Communication 53
Peggy Simcic Brønn

7 Corporate Reputation and the Discipline of Public Relations 62
Judy Motion, Sally Davenport, Shirley Leitch, and Liz Merlot

8 Corporate Reputation and the Discipline of Management Communication 72
James S. O’Rourke

9 Corporate Reputation and the Discipline of Communication Management 81
Anne Gregory

10 Corporate Reputation and the Discipline of Integrated Marketing Communications 94
Clarke L. Caywood

11 Corporate Reputation and the Discipline of Marketing Communication 104
Richard J. Varey

12 Corporate Reputation and the Disciplines of Journalism and Mass Communication 121
Craig E. Carroll

13 Corporate Reputation and the Discipline of Visual Communication 130
Susan Westcott Alessandri

14 Corporate Reputation and the Discipline of Corporate Communication Law 141
Karla K. Gower

Section 2 Theoretical Perspectives 151

15 Agenda-Building and Agenda-Setting Theory: Which Companies We Think About and How We Think About Them 153
Matthew W. Ragas

16 Complexity Theory and the Dynamics of Reputation 166
Priscilla Murphy and Dawn R. Gilpin

17 Communicatively Constituted Reputation and Reputation Management 183
Stefania Romenti and Laura Illia

18 A Strategic Management Approach to Reputation, Relationships, and Publics: The Research Heritage of the Excellence Theory 197
Jeong-Nam Kim, Chun-ju Flora Hung-Baesecke, Sung-Un Yang, and James E. Grunig

19 Image Repair Theory and Corporate Reputation 213
William L. Benoit

20 The Institutionalization of Corporate Reputation 222
John C. Lammers and Kristen Guth

21 Experiencing the Reputational Synergy of Success and Failure through Organizational Learning 235
Timothy L. Sellnow, Shari R. Veil, and Kathryn Anthony

22 Relating Rhetoric and Reputation 249
Øyvind Ihlen

23 Situational Theory of Crisis: Situational Crisis Communication Theory and Corporate Reputation 262
W. Timothy Coombs

24 Corporate Reputation and the Theory of Social Capital 279
Vilma Luoma-aho

Section 3 Attributes of Reputation 291

25 Corporate Attributes and Associations 293
Sabine Einwiller

26 What They Say and What They Do: Executives Affect Organizational Reputation through Effective Communication 306
Juan Meng and Bruce K. Berger

27 Corporate Reputation and Workplace Environment 318
Hua Jiang

28 Corporate Reputation and the Practice of Corporate Governance 334
Justin E. Pettigrew and Bryan H. Reber

29 Synthesizing Relationship Dynamics: An Analysis of Products and Services as Components of Corporate Reputation 347
Pan Ji and Paul S. Lieber

30 Corporate Social Responsibility, Reputation, and Moral Communication: A Constructivist View 362
Friederike Schultz

31 Reputation or Financial Performance: Which Comes First? 376
Alexander V. Laskin

32 Who’s in Charge and What’s the Solution? Reputation as a Matter of Issue Debate and Risk Management 388
Robert L. Heath

33 Form Following Function: Message Design for Managing Corporate Reputations 404
Peter M. Smudde and Jeffrey L. Courtright

Section 4 Contexts of Reputation 419

34 Contrabrand: Activism and the Leveraging of Corporate Reputation 421
Jarol B. Manheim and Alex D. Holt

35 Identity, Perceived Authenticity, and Reputation: A Dynamic Association in Strategic Communications 435
Juan-Carlos Molleda and Rajul Jain

36 Corporate Branding and Corporate Reputation 446
Esben Karmark

37 Corporate Reputation and Corporate Speech 459
Robert Kerr

38 Corporate Reputation Management and Issues of Diversity 471
Damion Waymer and Sarah VanSlette

39 Corporate Reputation in Emerging Markets: A Culture-Centered Review and Critique 484
Rahul Mitra, Robert J. Green, and Mohan J. Dutta

40 The Power of Social Media and Its Influence on Corporate Reputation 497
Tina McCorkindale and Marcia W. DiStaso

41 The Reputation of Corporate Reputation: Fads, Fashions, and the Mainstreaming of Corporate Reputation Research and Practice 513
Magda Pieczka and Theodore E. Zorn

42 Reputation and Legitimacy: Accreditation and Rankings to Assess Organizations 530
Jennifer L. Bartlett, Josef Pallas, and Magnus Frostenson

43 Hidden Organizations and Reputation 545
Craig R. Scott

Section 5 Communication Research and Evaluation 559

44 Corporate Reputation Measurement and Evaluation 561
Don W. Stacks, Melissa D. Dodd, and Linjuan Rita Men

45 Corporate Reputation and Return on Investment (ROI): Measuring the Bottom-Line Impact of Reputation 574
Yungwook Kim and Jungeun Yang

46 The Future of Communication Research in Corporate Reputation Studies 590
Craig E. Carroll

Author Index 597

Subject Index 603