Reputation management: A qualitative and quantitative analysis of the effective use of reputation management techniques when faced with crisis situations including the construction and validation of a media index for framing tones in crisis situations.

Author

• Barbara Manning Miller, West Virginia University

Date of Graduation

2003

Document Type

Thesis

Degree Type

MS

Committee Chair

Terry Wimmer

Abstract

While corporate image has long been examined in public relations, crisis management and reputation management are relatively new areas of study. This project examines the similar concepts of image and reputation, and outlines traditional theories of image through the more recent concepts of reputation management. The focus of the research is on corporations’ effective and ineffective use of reputation management techniques. This is evaluated through a qualitative content analysis of several crisis situations that examines the resulting media tone towards the company in crisis. The research also attempts to provide quantitative evidence in support of the findings of the qualitative analysis. Due to the limited amount of quantitative research on crisis management and reputation management, as well as the lack of a quantitative method for examining media framing, this study developed and analyzed a media index for framing tones for the purpose of evaluating effective and ineffective crisis management.

Recommended Citation

Miller, Barbara Manning, "Reputation management: A qualitative and quantitative analysis of the effective use of reputation management techniques when faced with crisis situations including the construction and validation of a media index for framing tones in crisis situations." (2003). Graduate Theses, Dissertations, and Problem Reports (ETD). 10723.
https://researchrepository.wvu.edu/etd/10723