Forum for Science, Industry and Business

Sponsored by:     3M 
Search our Site:

 

Who is Injured Determines Who Gets the Blame

19.04.2010
MU study finds that consumers blame organizations for crises more when the injured party is a consumer, rather than a member of the organization

When crises such as the recent Toyota recalls occur, public relations practitioners develop strategies to minimize damage to company images.

University of Missouri researchers have found that consumers blame an organization for crises more when customers are injured, as opposed to when members or employees of the organizations are injured. In the study, MU researchers also concluded that the identity of the injured in a crisis is more important to consumers when determining blame than the actual seriousness of the crisis.

“These results provide important practical insights to public relations practitioners who manage crises,” said Sun-A Park, doctoral student at the University of Missouri School of Journalism. “Specifically, the results show that people hold an organization responsible in cases where customers are injured rather than when company employees are injured, regardless of the degree of crisis severity. Thus, organizations should perform appropriate crisis response strategies immediately when consumers have been injured from a crisis.”

Park, along with Maria Len-Rios, assistant professor of strategic communications at the Missouri School of Journalism, gave 123 study participants various news stories about plane crashes that differed in severity, whether the injuries were to consumers, such as passengers, or members of the company, such as the pilots or flight attendants. After reading the articles, participants overwhelmingly blamed on the airline for the crises when passengers were injured, regardless of the severity or the number of people injured.

Apart from the identity of the injured party and the severity of the crisis, the size of a company and its control of the market are also significant factors concerning how consumers place blame, Park said.

“The bigger the company, the more blame the public puts on it,” Park said. “There was a case in which people blamed Apple because they thought the iPod caused hearing problems, even though research shows that iPod audio levels aren’t any louder than other MP3 players. Apple is the number one company in the MP3 player market, and there is no evidence that the iPod actually caused a hearing loss problem, but since it is such a large company, people chose to blame Apple instead of taking responsibility themselves to control the volume.”

Park hopes to expand her research to look at the psychological factors involved in why people often blame corporations for causing problems they could have prevent themselves. Park wants to study how these factors affect negative impressions toward organizations.

Park and Len-Rios’ research was published in The Handbook of Crisis Communication.

Nathan Hurst | EurekAlert!
Further information:
http://www.missouri.edu

Further reports about: Apple iPhone MP3 blame organizations mp3 players

More articles from Studies and Analyses:

nachricht Study relating to materials testing Detecting damages in non-magnetic steel through magnetism
23.07.2018 | Technische Universität Kaiserslautern

nachricht Innovative genetic tests for children with developmental disorders and epilepsy
11.07.2018 | Christian-Albrechts-Universität zu Kiel

All articles from Studies and Analyses >>>

The most recent press releases about innovation >>>

Die letzten 5 Focus-News des innovations-reports im Überblick:

Im Focus: It’s All in the Mix: Jülich Researchers are Developing Fast-Charging Solid-State Batteries

There are currently great hopes for solid-state batteries. They contain no liquid parts that could leak or catch fire. For this reason, they do not require cooling and are considered to be much safer, more reliable, and longer lasting than traditional lithium-ion batteries. Jülich scientists have now introduced a new concept that allows currents up to ten times greater during charging and discharging than previously described in the literature. The improvement was achieved by a “clever” choice of materials with a focus on consistently good compatibility. All components were made from phosphate compounds, which are well matched both chemically and mechanically.

The low current is considered one of the biggest hurdles in the development of solid-state batteries. It is the reason why the batteries take a relatively long...

Im Focus: Color effects from transparent 3D-printed nanostructures

New design tool automatically creates nanostructure 3D-print templates for user-given colors
Scientists present work at prestigious SIGGRAPH conference

Most of the objects we see are colored by pigments, but using pigments has disadvantages: such colors can fade, industrial pigments are often toxic, and...

Im Focus: Unraveling the nature of 'whistlers' from space in the lab

A new study sheds light on how ultralow frequency radio waves and plasmas interact

Scientists at the University of California, Los Angeles present new research on a curious cosmic phenomenon known as "whistlers" -- very low frequency packets...

Im Focus: New interactive machine learning tool makes car designs more aerodynamic

Scientists develop first tool to use machine learning methods to compute flow around interactively designable 3D objects. Tool will be presented at this year’s prestigious SIGGRAPH conference.

When engineers or designers want to test the aerodynamic properties of the newly designed shape of a car, airplane, or other object, they would normally model...

Im Focus: Robots as 'pump attendants': TU Graz develops robot-controlled rapid charging system for e-vehicles

Researchers from TU Graz and their industry partners have unveiled a world first: the prototype of a robot-controlled, high-speed combined charging system (CCS) for electric vehicles that enables series charging of cars in various parking positions.

Global demand for electric vehicles is forecast to rise sharply: by 2025, the number of new vehicle registrations is expected to reach 25 million per year....

All Focus news of the innovation-report >>>

Anzeige

Anzeige

VideoLinks
Industry & Economy
Event News

LaserForum 2018 deals with 3D production of components

17.08.2018 | Event News

Within reach of the Universe

08.08.2018 | Event News

A journey through the history of microscopy – new exhibition opens at the MDC

27.07.2018 | Event News

 
Latest News

A materials scientist’s dream come true

21.08.2018 | Materials Sciences

Quantum bugs, meet your new swatter

20.08.2018 | Information Technology

A novel synthetic antibody enables conditional “protein knockdown” in vertebrates

20.08.2018 | Life Sciences

VideoLinks
Science & Research
Overview of more VideoLinks >>>