Emerald | Corporate Communications: An International Journal | Table of Contents http://www.emeraldinsight.com/1356-3289.htm Table of contents from the most recently published issue of Corporate Communications: An International Journal Journal en-gb Tue, 29 Jul 2014 00:00:00 +0100 2013 Emerald Group Publishing Limited editorial@emeraldinsight.com support@emeraldinsight.com 60 Emerald | Corporate Communications: An International Journal | Table of Contents http://www.emeraldinsight.com/common_assets/img/covers_journal/ccijcover.gif http://www.emeraldinsight.com/1356-3289.htm 120 157 Crisis communication in key account relationships http://www.emeraldinsight.com/journals.htm?issn=1356-3289&volume=19&issue=3&articleid=17115552&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - A deliberate and planned crisis communication strategy is an important part of key account management (KAM). This study aims to draw links between KAM and crisis communication and explore the elements critical to crisis communication in key account relationships. <B>Design/methodology/approach</B> - Our approach is qualitative. Data were gathered from people experienced in crisis communication and responsible for strategic accounts. We analysed managers’ stories of crisis processes and related communication in relationships.<B>Findings</B> - Successful crisis communication requires an open and active crisis communicator, one willing to solve problems, and also the company being a partner worth trusting and the retention of the relationship being worthwhile for the customer.<B>Research limitations/implications</B> - The present study focuses on the managerial view, and therefore a dyadic approach is suggested for future studies.<B>Practical implications</B> - The role of the key account manager as a crisis communicator and primary identifier of the crisis is emphasized.<B>Originality/value</B> - Existing crisis communication discussions have been very media-focused. This study focuses on the key account relationship and the related crisis communication. In addition, although earlier studies examine the influences of crises on business relationships (e.g., Salo, Tähtinen and Ulkuniemi, 2009; Thiessen and Ingenhoff, 2010; Tähtinen and Vaaland, 2006), research on crisis communication in business to business key account relationships is still scarce. Our results will help to understand the characteristics of crisis communication in key account relationships and enhance communication with strategic accounts. Article literatinetwork@emeraldinsight.com (Satu Nätti, Suvi Rahkolin, Saila Saraniemi) Tue, 29 Jul 2014 00:00:00 +0100 Corporate reputation based theory of choice between organic, hybrid and inorganic growth strategies: http://www.emeraldinsight.com/journals.htm?issn=1356-3289&volume=19&issue=3&articleid=17115539&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - To examine how organizational resources: mass media corporate reputation and relative performance influences firms choice between organic, hybrid and inorganic growth strategies and how industry competition moderates this relationship<B>Design/methodology/approach</B> - Using Panel data and tobit regression on sample of firms from emerging markets i.e India, the study is conducted<B>Findings</B> - The results indicate that firm’s corporate reputation, its relative performance w.r.t competitors, positively influences hybrid growth strategy and negatively influences organic growth strategies. Further, results show that competition acts as a moderator of firm’s relative performance and growth choice.<B>Originality/value</B> - The study contribute to resource based view of the firm and corporate reputation literature by the extending the deterministic role of corporate reputation to not only firms' market based performance but also strategic choice Article literatinetwork@emeraldinsight.com (Arpita Agnihotri) Tue, 29 Jul 2014 00:00:00 +0100 An integrative approach to eWOM and marketing communications http://www.emeraldinsight.com/journals.htm?issn=1356-3289&volume=19&issue=3&articleid=17115538&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - This research aims to improve our understanding of how different forms of eWOM and simultaneous marketing communications, two crucial components of relationship marketing, affect consumer persuasion when presented in a B2C-sponsored versus a C2C-sponsored social network site. A concise typology of eWOM is also proposed. <B>Design/methodology/approach</B> - An experiment involving different social network movie sites was conducted testing the effects of different eWOM along with a comparison to marketing communications on consumers' interest in, and likelihood to watch movie DVDs. <B>Findings</B> - The empirical results showed that not all eWOM types have the same persuasiveness and community sponsorship as a source credibility cue is more influential from a C2C-sponsored social network site than from a B2C one, particularly for many-to-one eWOM communications. <B>Research limitations/implications</B> - Future research should include both positive and negative types of eWOM using different product categories to increase the generalizability of the results. <B>Practical implications</B> - Not all eWOM types are created equal, and thus, social network site sponsorship can lead to source bias and affect the persuasiveness of eWOM embedded in social network sites. The results also imply that not all positive word-of-mouth has a more positive effect than marketing communications. <B>Originality/value</B> - The approach of measuring two forms of communications simultaneously adds to the much-needed integrative approach of studying the simultaneous delivery of marketing communications and word-of-mouth and provides a more nuanced view of persuasion knowledge. Article literatinetwork@emeraldinsight.com (Suri Weisfeld-Spolter, Fiona Sussan, Stephen Gould) Tue, 29 Jul 2014 00:00:00 +0100 Digital channels in the internal communication of a multinational corporation http://www.emeraldinsight.com/journals.htm?issn=1356-3289&volume=19&issue=3&articleid=17115558&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - To examine how digital communication tools are used for internal communication (IC) in multinational corporations (MNCs). Specifically, the study illustrates the role of digital channels in IC, the benefits they bring and the difficulties involved in using them. <B>Design/methodology/approach</B> - This research features a single-case study focusing on a listed Finnish multinational industrial corporation with a long history. Data for the study come from semi-structured theme interviews and a workshop in which the results were discussed.<B>Findings</B> - Digital IC tools are able to facilitate IC in MNCs, although some challenges may arise in relation to planning their utilization. Related to the role of digital channels in IC, these findings highlight the importance of face-to-face channels in everyday internal communication and the role of digital channels as more formal communication channels.<B>Research limitations/implications</B> - This paper focuses on a single organization. Additional research would be required to attain generalizable results.<B>Practical implications</B> - The effective use of new digital communication tools requires common guidelines across all areas of an MNC. Despite the great potential of new tools, the importance of face-to-face communication should not be ignored.<B>Originality/value</B> - Most of the research on IC in MNCs was conducted before the digital communications era. Recent advances in information technology have created new challenges and opportunities for IC. Article literatinetwork@emeraldinsight.com (Heini Sisko Maarit Lipiäinen, Heikki Ensio Karjaluoto, Marjo Nevalainen) Tue, 29 Jul 2014 00:00:00 +0100 Managerial communication practices and employees' attitudes and behaviours: a qualitative study http://www.emeraldinsight.com/journals.htm?issn=1356-3289&volume=19&issue=3&articleid=17115543&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - This study is a part of two sequential studies (quantitative and qualitative) carried out to study the impact of managerial communication on employees’ attitudes and behaviours. <B>Design/methodology/approach</B> - Using the critical incident technique, this study explores the effects of managerial communication practices on employees’ happiness, job performance, commitment, absenteeism, and turnover intentions. One hundred and one employees in three manufacturing organisations in eastern India narrated critical incidents related to happiness and superior performance, unhappiness and inferior performance, absenteeism, and the desire to stay or quit. The incidents were further content-analysed. <B>Findings</B> - Results revealed that collaborative approach, respect and recognition, flexible working arrangements, trust, clear direction, autonomous and challenging tasks are important indicators to make employees happy and drive them towards superior performance. Contrarily, the dominant nature of the superior and more bossism than required, humiliation, biased approach, and lack of flexible working arrangements are detrimental to employees’ performance. Collaborative approach, respect/recognition, person-job match, autonomous and challenging tasks, flexible working arrangements, brand image, and location near hometown are the propellers for continuing service in organisations. Contrarily, hierarchical/dominant approach, humiliation, lack of respect and recognition, biased approach- different rules for different people, monotonous and boring assignments, and uncompetitive pay are the propellers for not continuing service in organisations. Humiliation, lack of flexible arrangements, and overwork are the causes for employees’ absenteeism. <B>Research limitations/implications</B> - This study is not without limitations. First, there were some critical incidents with apparent overlapping content areas. To overcome this situation, we decided to give preference to the primary theme emerging out of an incident. Second, the observations made in this study were limited to descriptions of what happened in only 3 organisations. This limits the ability to generalise the results. <B>Practical implications</B> - Organisations can train supervisors to develop people-centric communication practices, communicate with respect and recognition, implement flexible working arrangements, improve job design, involve employees in important decisions, offer them with autonomous and challenging tasks, so that employees realise their full potential and become happy contributors to their organisations.<B>Originality/value</B> - The study attempted to capture employees’ lived experiences and provided them with narrations of situations that are commonly and uniquely experienced Article literatinetwork@emeraldinsight.com (Shilpee A Dasgupta, Damodar Suar, seema singh) Tue, 29 Jul 2014 00:00:00 +0100 The representation of CSR in Malaysian CEO statements: a critical discourse analysis http://www.emeraldinsight.com/journals.htm?issn=1356-3289&volume=19&issue=3&articleid=17115555&show=abstract <strong>Abstract</strong><br /><br /><B>Purpose</B> - This article examines how Malaysian CEO Statements represent corporate social responsibility (CSR).<B>Design/methodology/approach</B> - A corpus of 27 CEO Statements was analyzed using Fairclough’s 3-dimensional critical discourse analysis (CDA) model, which proposes analyzing text, discourse practice and social practice. The analysis emphasized image and language features in text while it explored intertextuality in discourse practice and ideology in social practice.<B>Findings</B> - The analysis revealed that selected image and language features contribute to six themes about CSR, namely Achievement, Identification, Aspiration, Disclosure, Recognition and Appreciation. The analysis also revealed that policies, standards and studies are often cited to reduce a credibility gap. These analyses indicate that CEO Statements represent CSR as a corporation’s philanthropic initiatives for stakeholders. This representation reflects the ideology of CEO Statements. It establishes corporations as an agent of positive change in society, which helps to improve the social legitimacy of corporations.<B>Research limitations/implications</B> - Since the corpus was limited to 10 corporations in 3 years, the findings might not be representative of the genre of CEO Statements. The corpus could be extended to include CEO Statements from other years, countries and languages and it can launch a productive enterprise in intercultural studies.<B>Originality/value</B> - This article demonstrates CDA as an approach to understand CEO Statements. It may be useful to people practicing and teaching corporate communication because it encourages them to consider the meaning implied by image and language features, which can influence the meaning of CEO Statements. Article literatinetwork@emeraldinsight.com (Kumaran Rajandran, Fauziah Taib) Tue, 29 Jul 2014 00:00:00 +0100 CSR and Beyond. A Nordic Perspective http://www.emeraldinsight.com/journals.htm?issn=1356-3289&volume=19&issue=3&articleid=17115557&show=abstract <strong>Abstract</strong><br /><br />Not available. Article literatinetwork@emeraldinsight.com (Mette Morsing, Robert Strand) Tue, 29 Jul 2014 00:00:00 +0100