Keywords: Public relations
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Journal Articles

How to handle PR disasters? An examination of the impact of communication response type and failure attributions on consumer perceptions

Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2009) 23 (4): 211–218.
https://doi.org/10.1108/08876040910965548
Published: 03 July 2009
... with negative events since hotel fires, food poisoning outbreaks, terrorist attacks or a weather‐related catastrophes can easily turn into public relations nightmares (Oshins and Sonnabend, 1998). Companies need to have well‐thought crisis management policies in place and post‐crisis discourse is a big part...
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