The processes that shape customers’ perceptions of a company crisis: Examining the role of justice, emotions and trust in the financial costs of a company crisis

Härtel, C. E. J. and Kimberley, N. (2006). The processes that shape customers’ perceptions of a company crisis: Examining the role of justice, emotions and trust in the financial costs of a company crisis. In: Yunus Ali and Maria van Dessel, ANZMAC 2006 conference proceedings: Advancing theory, maintaining relevance. Australian and New Zealand Marketing Academy Conference (ANZMAC 2006), Brisbane, Australia, (1-7). 4-6 December 2006.

Author Härtel, C. E. J.
Kimberley, N.
Title of paper The processes that shape customers’ perceptions of a company crisis: Examining the role of justice, emotions and trust in the financial costs of a company crisis
Conference name Australian and New Zealand Marketing Academy Conference (ANZMAC 2006)
Conference location Brisbane, Australia
Conference dates 4-6 December 2006
Proceedings title ANZMAC 2006 conference proceedings: Advancing theory, maintaining relevance
Place of Publication Brisbane, Australia
Publisher School of Advertising, Marketing and Public Relations, Queensland University of Technology
Publication Year 2006
Sub-type Fully published paper
ISBN 9781741071597
1741071593
Editor Yunus Ali
Maria van Dessel
Start page 1
End page 7
Total pages 7
Language eng
Abstract/Summary Customer power is ever increasing and this means that organisational crises are more closely scrutinised by the media and the public, with often catastrophic consequences on customer confidence, sales, and share prices. An important but overlooked area of research is the processes which shape customers’ perceptions of the crisis and subsequent response to the crisis event. This paper draws from research in the field of organisational behaviour to provide evidence which suggests that customer responses to a crisis event are likely to be affected by customer perceptions of executive practices and character attributes and the effects these have on perceptions of the organisation as generally just. We propose a cumulative effect of these justice perceptions on customer emotions and trust. In the wake of a crisis, we argue, these factors play an important role in shaping how customers respond to a crisis event.
Q-Index Code E1
Q-Index Status Provisional Code
Institutional Status Non-UQ
Additional Notes Best Paper Award. Conference theme: Advancing Theory, Maintaining Relevance. 194 p. : plans, ports. ; 30 cm. + 1 CD-ROM.

Document type: Conference Paper
Collection: UQ Business School Publications
 
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Created: Fri, 11 Mar 2011, 12:39:15 EST by Professor Charmine Hartel on behalf of UQ Business School