Résoudre ou atténuer le problème en cas de crise ?

Sonia Capelli (), Pascal Legrand () and William Sabadie ()
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Sonia Capelli: CRCGM - Centre de Recherche Clermontois en Gestion et Management - UdA - Université d'Auvergne - Clermont-Ferrand I - ESC Clermont-Ferrand - École Supérieure de Commerce (ESC) - Clermont-Ferrand
Pascal Legrand: CRCGM - Centre de Recherche Clermontois en Gestion et Management - UdA - Université d'Auvergne - Clermont-Ferrand I - ESC Clermont-Ferrand - École Supérieure de Commerce (ESC) - Clermont-Ferrand
William Sabadie: MAGELLAN - Laboratoire de Recherche Magellan - UJML - Université Jean Moulin - Lyon 3 - Université de Lyon - Institut d'Administration des Entreprises (IAE) - Lyon

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Abstract: Crisis communication theories compared most of the time the efficiency of extreme strategies aiming at solve the issue: deny or apology strategies. However, others middle strategies aiming at soften the crisis have been identified. This communication deals with the compared impact of both of them: an evasion of responsibility strategy (provocation) and a reducing offensiveness strategy (bolstering). The evasion of responsibility is the only one strategy able to challenge deny, and only as far as it may concerns the boycott intent.

Keywords: crisis communication; responsibility; deny; bolstering; communication de crise; responsabilité; déni; renforcement; boycott (search for similar items in EconPapers)
Date: 2012-05-09
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-00685310v1
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Published in XXVIIIème congrès international de l'Association Française du Marketing, May 2012, Brest, France

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