Crisis Communication and Image Repair Strategies: Audience Attitude and Perceptions of Toyota in an Online Environment
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Authors
Myers, Ashley Ann
Issue Date
2012-04-06
Type
Thesis
Language
en_US
Keywords
Toyota , recall , repair , communication , Consumer , Benoit
Alternative Title
Abstract
Crisis communication research studies identify effective ways for organizations to manage a crisis, as well how such strategies affect external publics (Coombs, 1998, 2002, 2006, 2007). Benoit’s (1995, 1997) image repair strategies serves as the model for the foundational research study that analyzed Toyota’s image repair strategies following the recall and product malfunction crisis in 2010. This research study examines consumer perceptions and attitudes of Toyota’s image repair strategies and crisis communication efforts. A series of publically posted blogs and forum conversations were analyzed by means of content analysis. The coding for the analyses emerged from the data, using the guidelines set forth by thematic analysis (Owen, 1985) and further expanded by Dochterman and Stamp (2010). A comparative analysis was conducted to provide a comprehensive analysis of Toyota’s overall crisis communication efforts and image repair effectiveness.
Description
Citation
Publisher
Valdosta State University
License
Copyright protected. Unauthorized reproduction or use beyond the exceptions granted by the Fair Use clause of U.S. Copyright law may violate federal law.