Dealing with a crisis

Dr Tom van Laer, Senior Lecturer in Marketing, Cass Business School, City University London

Consumers' confidence in companies have fallen due to recent widespread violations of integrity and consumers' voicing discontent in social media. Current research on integrity restoration offers little guidance regarding appropriate responses, contributes to an experiment show which combination of content and format works best. A Second experiment demonstrates the mechanism underlying integrity restoration. The second experiment further establishes who should issue the response to be most effective.

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