Purpose – The purpose of this investigation is to explore Alitalia and the Italian Government's crisis response strategies (CRSs) implemented in three specific periods of 2008 to understand Alitalia and the Italian Government's approach in communicating with media stakeholders as well as to...

Purpose – The purpose of this paper is to extend current theories in crisis communication, by developing a more systemic approach to understanding the role of emotions in crises and the strategies organizations can use to respond. The authors' integrated crisis mapping (ICM) model is premised...

Purpose – The emerging new influencer community is wielding significant power over the perceptions of brands and companies, largely driven by the rapid expansion of social media channels through which influencers communicate. The “nobodies” of the past are now the new “somebodies”...

Purpose – This study was designed to test two models linking relationship perception, attitude, and behavior‐based involvement in a membership organization. This study helps fill a gap in the relationship management literature by exploring the hierarchy of effects among a strategic public...

Purpose – A good corporate image is important to organizations. However, little is elaborated on how organizations can work on their images. This study seeks to explicate the types of image management before, during, and after a crisis through the development of the crisis pre‐emptive image...

While the marketing specialists reach the conclusion that building a brand in the XXI century signifies customer relationship development in a permission marketing approach, the public relations starts to be the pillar of the brand strategy. The target public coverage level and frequency, the...