Countering accusations with inoculation: The moderating role of consumer-company identification.

2013

Abstract Accusations of wrongdoing, baseless or justified, can severely tarnish a company's reputation. Once disseminated, even baseless accusations can persist and cause considerable damage for a company. This study examines the proactive crisis communication strategy of inoculating individuals against invalid accusations before they go viral. An experiment was conducted in a real world consumer context among members of an online consumer panel using an electronics discounter as the research stimulus. Expanding previous inoculation research on the role of value-relevant involvement for inoculation and the effectiveness of inoculation in the case of different preexisting attitudes, we find …