Your browser does not support the PubReader view.
Go to this page to see a list of supporting browsers.
The Korean Society for Journalism & Communication (KSJCS)
[ PR/Advertisement ]
Korean Journal of Journalism & Communication Studies - Vol. 63, No. 5, pp.319-363
ISSN: 2586-7369 (Online)
Print publication date 31 Oct 2019
Received 07 Jun 2019 Revised 20 Sep 2019 Accepted 03 Oct 2019
DOI: https://doi.org/10.20879/kjjcs.2019.63.5.009

기업 위기 관리 커뮤니케이션에서 신뢰 회복과 불신 강화 구성 차원에 관한 연구

김수연** ; 박혜영***
**서강대학교 지식융합미디어학부 부교수 sooyk@sogang.ac.kr
***프레인 키웨스트 차장 cheerupyou@naver.com
Construct Development of Repairing Trust and Strengthening Distrust in Corporate Crisis Communication Management
Soo-Yeon Kim** ; Hyeyoung Park***
**Associate Professor, School of Media, Arts, and Science, Sogang University sooyk@sogang.ac.kr
***Senior Manager, PRAIN KEYWEST, corresponding author cheerupyou@naver.com

초록

이 연구는 기업의 위기 관리 커뮤니케이션에서 공중의 신뢰와 불신 개념을 동일선상의 양극단이 아닌 차별적 개념으로 이해하며 위기 관리 커뮤니케이션에서 공중의 신뢰를 회복시키고 불신을 강화시키는 구성 차원과 그 구성차원의 척도를 개발하고자 하였다. PR회사 소속 실무자 6명과 일반 소비자 6명을 대상으로 질적 인터뷰를 진행하여 확인된 구성차원을 바탕으로 1차 339명, 2차 768명에게 설문조사를 진행하여 신뢰도와 타당도를 확보한 구성차원과 그 관련 척도를 개발했다. 분석 결과, 기업의 위기 관리 커뮤니케이션에서 신뢰 회복 차원에는 ‘피해자와 유가족을 중요하게 고려하는 위기커뮤니케이션’ 13개 문항, ‘약속을 이행하는 진정성 있는 커뮤니케이션’ 11개 문항, ‘친사회적 기업문화’ 3개 문항으로 구성된 27개 문항이 확정되었다. 불신 강화 차원에는 ‘폐쇄적 커뮤니케이션’ 9개 문항, ‘비합법적/비윤리적 경영’ 9개 문항, ‘반복적 위기관리 실패’ 6개 문항으로 구성된 24개 문항이 추출되었다.

Abstract

Understanding public trust and distrust as distinct concepts in corporate crisis management and communication, this study attempted to find and develop constructs of repairing trust and strengthening distrust in corporate crisis communication. Following relevant literature, this study initially identified trust in two dimensions of integrity and competence, and distrust in two dimensions of discredibility and malevolence. In-depth interviews with six public relations practitioners and six consumers were conducted to explore their perceptions of trust and distrust on corporations. After reviewing relevant literature and conducting in-depth interviews, constructs of trust included 31 items about authenticity, trust, emotion-based trust, distribution, interaction, system, transparency, apology, and operational trust. Constructs of distrust included 30 items about organizational distrust, corporate distrust, repetition, slow response, concealment, distrust, and secretiveness. In April 2019, two phases of survey were implemented to develop scale items of constucts of repairing trust and strengthening distrust in crisis communication. The study used a Korean online research company’s survey service. The first survey was conducted with 339 respondents and the second survey was conducted with 768 respondents. Exploratory and confirmatory factor analyses were performed to develop measures of repairing trust and strengthening distrust using SPSS 22.0 and Mplus 7.0. Results of exploratory factor analysis showed that one item of repairing trust and four items of strengthening distrust need to be deleted to ensure validity of constructs. After removing these items, results of confirmatory analysis concluded that three items of repairing trust and three items of strengthening distrust should be deleted. Finally, a total of 27 items of three constructs of repairing trust and 24 items of three constructs of strengthening distrust were developed. Constructs of repairing trust included 13 items of the reactive crisis communication to prioritize the survivors and victims’ families, 11 items of sincere communication to keep the promise, and three items of corporate culture to reflect societal climate. Constructs of strengthening distrust included nine items of closed communication, nine items of illegal and unethical businesses, and six items of repetitive crisis management failure. In conclusion, the reactive crisis communication to prioritize the survivors and victims’ families of repairing trust, and closed communication and repetitive crisis management failure of strengthening distrust are reactive crisis communication. Sincere communication to keep the promise and corporate culture to reflect societal climate of repairing trust, and illegal and unethical businesses of strengthening distrust are about corporate culture and reputation. Finally, the results emphasize the significance of existent corporate reputation to repair trust in times of crisis.

Keywords:

corporate crisis communication management, repairing trust, strengthening distrust, construct development

키워드:

위기 관리 커뮤니케이션, 신뢰 회복, 불신 강화, 구성 차원 개발

Acknowledgments

This work was supported by the Ministry of Education of the Republic of Korea and the National Research Foundation of Korea (NRF-2018S1A5A2A01036052). (이 논문 또는 저서는 2018년 대한민국 교육부와 한국연구재단의 지원을 받아 수행된 연구임 (NRF-2018S1A5A2A01036052)).

References

  • Adams, J. E., Highhouse, S., & Zickar, M. J. (2010). Understanding general distrust of corporations. Corporate Reputation Review, 13(1), 38-51. [https://doi.org/10.1057/crr.2010.6]
  • Bachmann, R., Hanappi-Egger, A., & Edeltraud, H. (2014). Can trust flourish where institutional distrust reigns? In Harris, J., Moriarty, B. and Wicks, A. (eds), Public Trust in Business (pp. 266-289). Cambridge: Cambridge University Press. [https://doi.org/10.1017/CBO9781139152389.013]
  • Boomsma, A. (2000). Reporting analyses of covariance structures. Structural Equation Modeling, 7(3), 461-483. [https://doi.org/10.1207/S15328007SEM0703_6]
  • Bruning, S. D., & Ledingham, J. A. (2000). Organization and key public relationships: Testing the influence of the relationship dimensions in a business-to-business context. In J. A. Ledingham & Bruning, S. D. (Eds). Public Relations as Relationship Management (pp. 159-173). Mahwah, New Jersey: Lawrence Erlbaum Associates.
  • Cho, S.-Y., & Chung, M.-H. (2011). Effects of online readers' comments on audiences' belief towards negative rumor about a company. Korean Journal of Journalism & Communication Studies, 55(5), 312-339.
  • Choi, M.-O (1999). The empirical analysis on acceptance policy of nuclear waste disposal site policy and resident resistance factors: Risk perception, government distrust, and anti-nuclearism. Korean Policy Studies Review, 8(1), 47-112.
  • Choi, Y.-S., & Lee, K.-Y. (2013). Measuring SNS authenticity and its components by developing measurement scale of SNS authenticity. The Korean Journal of Advertising, 24(5), 157-179.
  • Choi, J.-H., & Jo, S.-S. (2017). A study on government-public relationship dimensions in Korea. Journal of Public Relations, 21(1), 54-96. [https://doi.org/10.15814/jpr.2017.21.1.54]
  • Choi, H. J. (2019. March 1). Samsung Electronics falls from 26th to 52nd in global reputation. Hankyoreh. Rtrieve 9/27/19 from http://www.hani.co.kr/arti/economy/economy_general/885282.html
  • Churchill Jr, G. A. (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 64-73. [https://doi.org/10.1177/002224377901600110]
  • Coombs, W. T. (1995). Choosing the right words the development of guidelines for the selection of the “appropriate” crisis-response strategies. Management Communication Quarterly, 8(4), 447-476. [https://doi.org/10.1177/0893318995008004003]
  • Coombs, W. T., & Holladay, S. J. (2002). Helping crisis managers protect reputational assets: Initial tests of the situational crisis communication theory. Management Communication Quarterly, 16(2), 165-186. [https://doi.org/10.1177/089331802237233]
  • Coombs, W. T. (2004). Impact of past crises on current crisis communication: Insights from situational crisis communication theory. The Journal of Business Communication, 41(3), 265-289. [https://doi.org/10.1177/0021943604265607]
  • Coombs, W. T. (2012). Ongoing crisis communication: Planning, managing, and responding (3rd edition). Thousand Oaks, CA: Sage.
  • Earle, T. C., & Cvetkovich, G. (1995). Social trust: Toward a cosmopolitan society. CA: Greenwood Publishing Group.
  • Elangovan, A. R., & Shapiro, D. L. (1998). Betrayal of trust in organizations. Academy of management review, 23(3), 547-566. [https://doi.org/10.5465/amr.1998.926626]
  • Gao, H., Zhang, H., Zhang, X., & Knight, J. G. (2015). Spillover of distrust from domestic to imported brands in a crisis-sensitized Market. Journal of International Marketing, 23(1), 91–112. [https://doi.org/10.1509/jim.13.0166]
  • Grovier, T. (1994). An epistemology of trust. International Journal of Moral Social Studies, 8(2), 155-174.
  • Grunig, J. E., & Huang, Y-H. (2000). From organizational effectiveness to relationship indicators: Antecedents of relationships, public relations strategies, and relationship outcomes. In J. A. Ledingham & Bruning, S. D. (Eds). Public relations as relationship management (pp. 23-53). Mahwah, New Jersey: Lawrence Erlbaum Associates.
  • Ha, J. H., & Riffe, D. (2015). Crisis-related research in communication and business journals: An interdisciplinary review from 1992 to 2011. Public Relations Review, 41(4), 569-578. [https://doi.org/10.1016/j.pubrev.2015.06.019]
  • Hinkin, T. R. (1998). A brief tutorial on the development of measures for use in survey questionnaires. Organizational Research Methods, 1(1), 104-121. [https://doi.org/10.1177/109442819800100106]
  • Hon, L. C., & Grunig, J. E. (1999). Guidelines for measuring relationships in public relations. Gainesville: Institution for Public Relations.
  • Hosmer, L. T. (1995). Trust: The connecting link between organizational theory and philosophical ethics. Academy of Management Review, 20(2), 379-403. [https://doi.org/10.5465/amr.1995.9507312923]
  • Huang, Y. H., Lin, Y. H., & Su, S. H. (2005). Crisis communicative strategies in Taiwan: Category, continuum, and cultural implication. Public Relations Review, 31(2), 229-238. [https://doi.org/10.1016/j.pubrev.2005.02.016]
  • Jang, S.-J., & Park, H.-S. (2014) Cognitive & affective trust violation, apology strategy, and trust restoration of corporations in crisis. Korean Journal of Journalism & Communication Studies, 58(2), 478-504.
  • Jang, Y. H. (2018, November 11). Samsung Electronics is beaten by Apple in Korea, but it is more popular in America. Insight. Retrieved 9/27/19 from https://www.insight.co.kr/news/190309
  • Jang, H.-J., & Cho, S.-Y. (2013). The effect of social coordination, response method, and rumor history of malicious rumors on corporate evaluation and rumor trust. Korean Journal of Journalism & Communication Studies, 57(4), 96-123.
  • Jin, Y. (2010). Making sense sensibly in crisis communication: How publics’ crisis appraisals influence their negative emotions, coping strategy preferences, and crisis response acceptance. Communication Research, 37(4), 522–552. [https://doi.org/10.1177/0093650210368256]
  • Kang, M., Kim, J. R., & Cha, H. (2018). From concerned citizens to activists: a case study of 2015 South Korean MERS outbreak and the role of dialogic government communication and citizens’ emotions on public activism. Journal of Public Relations Research, 30(5/6), 202–229. [https://doi.org/10.1080/1062726X.2018.1536980]
  • Kang, M., & Park, Y. E. (2017). Exploring trust and distrust as conceptually and empirically distinct constructs: Association with symmetrical communication and public engagement across four pairings of trust and distrust. Journal of Public Relations Research, 29(2-3), 114-135. [https://doi.org/10.1080/1062726X.2017.1337579]
  • Kim, D.-W., & Yoon, Y.-M. (2015). Trust formed on social network services as a shield for an organization in a crisis: analysis on the moderating effect of trust between negative emotions and intention of negative behavior. Korean Journal of Journalism & Communication Studies, 59(2), 196-225.
  • Kim, J.-H., & Kim, J.-A. (2010). The effects of crisis communication strategies and positive relationship between consumer and corporation on corporate credibility. The Korean Journal of Advertising, 12(1), 394-423.
  • Kim, Y. (20102). Understanding crisis management. Seoul: Book and road.
  • Kim, Y.-H., & Lee, S.-H. (2018). The effect of the type of crisis response strategy and inclusion of emotion on anger and wom : focused on preventable cluster crisis. Locality and Globality: Korean Journal of Social Sciences, 42(3), 147-176. [https://doi.org/10.33071/ssricb.42.3.201812.147]
  • Kline, R. B. (2011). Convergence of structural equation modeling and multilevel modeling. NY: The Guilford Press.
  • Kwon, J.-H., & Kim, S.-Y. (2018). The effects of crisis communication strategy and timeliness on a corporation’s brand equity and negative dimensions of organization-public relationships. Korean Journal of Journalism & Communication Studies, 62(1), 165-198. [https://doi.org/10.20879/kjjcs.2018.62.1.006]
  • Ledingham, J. A., & Bruning, S. D. (1998). Relationship management in public relations: Dimensions of organization-public relationship, Public Relations Review, 24(1), 55-65. [https://doi.org/10.1016/S0363-8111(98)80020-9]
  • Lee, S. (2000). Basics of factor analysis. Seoul: Kyoyookbook.
  • Lee, S.-K. (2018, November 11). Samsung ranked #2 in corporate brand reputation in the U.S. Yonhap News. Retrieved 9/27/19 from https://www.yna.co.kr/view/AKR20181110047700003?input=1195m
  • Lee, J. H. (2010, February 5). Is Samsung not ashamed. Media today. Retrieved 9/27/19 from http://www.mediatoday.co.kr/news/articleView.html?idxno=85851
  • Lee, J.-E., & Choi, I.-S. (2011). The change in trust toward social commerce companies after failure of social commerce services: focusing on severity and main source of service failure, and brand equity of social commerce companies. The Korean Journal of Consumer and Advertising Psychology, 12(4), 799-824. [https://doi.org/10.21074/kjlcap.2011.12.4.799]
  • Lee, H.-O., & Sohn, Y.-K. (2016). A meta-analytic review of crisis communication research in korea. Journal of Public Relations, 20(3), 139-172. [https://doi.org/10.15814/jpr.2016.20.3.139]
  • Lewicki, R. J., McAllister, D. J., & Bies, R. J. (1998). Trust and distrust: New relationships and realities. Academy of Management Review, 23(3), 438-458. [https://doi.org/10.5465/amr.1998.926620]
  • Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709-734. [https://doi.org/10.5465/amr.1995.9508080335]
  • McAllister, Daniel J. (1995). Affect- and cognition-based trust as foundations for interpersonal cooperation in organizations. Academy of Management Journal, 38(1), 24-59. [https://doi.org/10.2307/256727]
  • McDonald, R. P., & Ho, M. H. R. (2002). Principles and practice in reporting structural equation analyses. Psychological Methods, 7(1), 64. [https://doi.org/10.1037/1082-989X.7.1.64]
  • Mirvis, P., & Kanter, D. L. (1989). Combating cynicism in the workplace. National Productivity Review, 8(4), 377-394. [https://doi.org/10.1002/npr.4040080406]
  • Mishra, A. K. (1996), “Organizational responses to crisis: the centrality of trust”, in Kramer, R. M. and Tyler, T. R. (Eds), Trust in Organisations: Frontiers of Theory and Research, Sage, Thousand Oaks, CA, pp. 261-287. [https://doi.org/10.4135/9781452243610.n13]
  • Mohr, L. A., Eroǧlu, D., & Ellen, P. S. (1998). The development and testing of a measure of skepticism toward environmental claims in marketers' communications. Journal of Consumer Affairs, 32(1), 30-55. [https://doi.org/10.1111/j.1745-6606.1998.tb00399.x]
  • Moon, B., & Park, G.-H. (2014). The differential roles of trust and distrust in conflict management of korean government. Journal of public relations, 18(3), 216-240. [https://doi.org/10.15814/jpr.2014.18.3.216]
  • Moon, B., & Park, G.-H. (2016). An exploratory study on the antecedents and consequences of trust and distrust -crisis type, anger, and negative communication behavior. Journal of Public Relations, 20(1), 22-49. [https://doi.org/10.15814/jpr.2016.20.1.22]
  • Moon, B., & Rhee, Y. (2012). Publics communication behavior as organization-public relationship outcome in public relations. Korean Journal of Journalism & Communication Studies 56(2), 167-197.
  • Moon, B., & Yang, S. (2015). Why publics terminate their relationship with organizations: Exploring antecedents of relationship dissolution in South Korea. Asian Journal of Communication, 25(3), 288-306. [https://doi.org/10.1080/01292986.2014.960876]
  • Moon, S.-S. (2018). A study on the influence relationship between negative emotions, trust, distrust, and negative behavior of consumers in a franchise corporate crisis : focusing on the trust transfer and distrust transfer, Journal of Foodservice Management Society of Korea, 21(6), 179-201.
  • Murnighan, J. K., Malhotra, D., & Weber, J. M. (2004). Paradoxes of trust: Empirical and theoretical departures from a traditional model. R. M. Kramer & K. S. Cook (Eds). Trust and distrust in organizations. (pp. 293-326). New York: Russell Sage Foundation.
  • Nam, K.-M., & Park, H.-S. (2018). Why psychological distance and responsibility attribution matter in corporate crisis communication? Korean Journal of Journalism & Communication Studies, 62(5), 295-328. [https://doi.org/10.20879/kjjcs.2018.62.5.009]
  • No, J.-C. (2014). Trust and distrust in uncertainty times. Paju: Hanwool.
  • Paine, L. S. (2003). Is ethics good business?. Challenge-new work, 46(2), 6-21. [https://doi.org/10.1080/05775132.2003.11034195]
  • Park, N., Han, J.-H., & Jeong, J.-Y. (2012). The effects of CEO’s tweeting on crisis management the exposure of ceo’s apology, apology subject types, and emotional appeal via twitter. The Korean Journal of Advertising, 23(3), 85-108.
  • Park, J.-H., & Kim, H.-K. (2011). A study on cognition types and crisis communication of the public for corporate crisis : case of the asbestos crisis. The Korean Journal of Advertising, 22(7), 35-60.
  • Park, T.-H. (1999). A critical analysis of trust conceptualization for reconstruction. Korean Public Administration Review 33(2), 1-17.
  • Pauchant, T. C., & Mitroff, I. I. (1992). Transforming the crisis-prone organization: Preventing individual, organizational, and environmental tragedies, San Francisco: Jossey-Bass.
  • Rousseau, D. M., Sitkin, S. B., Burt, R. S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404. [https://doi.org/10.5465/amr.1998.926617]
  • Slovic, P. (1993). Perceived risk, trust, and democracy. Risk Analysis, 13(6), 675-682. [https://doi.org/10.1111/j.1539-6924.1993.tb01329.x]
  • Song, D.-K., Min, G.-H., & Jin, B.-S. (2016). The effects of information accuracy and adequacy on trust in and satisfaction with the government during the crisis of public health -An application of the MERS outbreak. Journal of Public Relations, 20(2), 61-90. [https://doi.org/10.15814/jpr.2016.20.2.61]
  • Stephens, K. K., & Malone, P. C. (2009). If the organizations won't give us information…: The use of multiple new media for crisis technical translation and dialogue. Journal of Public Relations Research, 21(2), 229-239. [https://doi.org/10.1080/10627260802557605]
  • Sweetser, K. D., & Metzgar, E. (2007). Communicating during crisis: Use of blogs as a relationship management tool. Public Relations Review, 33(3), 340-342. [https://doi.org/10.1016/j.pubrev.2007.05.016]
  • Swift, T. (2001). Trust, reputation and corporate accountability to stakeholders. Business Ethics: A European Review, 10(1), 16-26. [https://doi.org/10.1111/1467-8608.00208]
  • Uh, K.-S. (2018, November 23). Samsung semiconductor reaches conclusion of 11 year leukemia controversy. Newswatch. Retrieved 9/27/19 from http://www.newswatch.kr/news/articleView.html?idxno=16472
  • Vaccaro, A., tjrkdeogk& Echeverri, D. P. (2010). Corporate transparency and green management. Journal of Business Ethics, 95(3), 487-506. [https://doi.org/10.1007/s10551-010-0435-z]
  • Walls, J., Pidgeon, N., Weyman, A., & Horlick-Jones, T. (2004). Critical trust: Understanding lay perceptions of health and safety risk regulation. Health, Risk & Society, 6(2), 133-150. [https://doi.org/10.1080/1369857042000219788]
  • West, S. G., Taylor, A. B., & Wu, W. (2012). Model fit and model selection in structural equation modeling. In R. H. Hoyle (Ed.), Handbook of structural equation modeling (pp. 209-231). New York, NY, US: The Guilford Press.
  • Woo, J. P. (2012). Understanding concepts of SEM model. Seoul: Hannarae.
  • Yang, S. U., Kang, M., & Cha, H. (2015). A study on dialogic communication, trust, and distrust: Testing a scale for measuring organization–public dialogic communication (OPDC). Journal of Public Relations Research, 27(2), 175-192. [https://doi.org/10.1080/1062726X.2015.1007998]
  • Yoo, S.-W. (2013). Effects of authenticity. Korean Journal of Journalism & Communication Studies, 57(6), 7-34.
  • Yoon, B.-S., & Lee, J-M. (2017). A study on the effects of perceived non-fairness of logistics firms on negative emotions, complaints and repurchases -based on the moderating role of the relationship quality and regulatory focus. Korea Logistics Review, 27(1), 109-122. [https://doi.org/10.17825/klr.2017.27.1.109]
  • Yoon, T (2016). Public relations communication paradigm as discourse struggles: focusing on the case of m&a between Samsung C&T and Cheil industries inc. Unpublished master’s thesis, Sogang University, Seoul.

Appendix

부록

  • 권지현·김수연 (2018). 기업 위기 커뮤니케이션의 전략과 그 전략의 활용 시점이 기업의 고객기반 브랜드자산 및 조직-공중 관계성의 부정적 관계 특성에 미치는 영향. <한국언론학보>, 62권 1호, 165-198.
  • 김대원·윤영민 (2015). SNS에서 형성된 신뢰가 위기 시 방어막이 될 수 있는가. <한국언론학보>, 59권 2호, 196-225.
  • 김영욱 (2012). <위기 관리의 이해>. 서울: 책과 길.
  • 김요한·이상훈 (2018). 위기 대응전략 유형과 정서 포함 여부에 따른 분노와 부정적 구전의도: 예방가능 집단의 위기를 중심으로. <사회과학연구>, 42권 3호, 147-176.
  • 김재휘·김정애 (2010). 위기대처 커뮤니케이션과 “소비자-기업” 간 긍정적 관계가 기업의 신뢰성에 미치는 영향. <한국광고홍보학보>, 12권 1호, 394-423.
  • 남궁민·박현순 (2018). 심리적 거리감에 따른 책임 귀인이 위기 대응 전략의 효과에 미치는 영향. <한국언론학보>, 62권 5호, 295-328.
  • 노진철 (2014). <불확실성 시대의 신뢰와 불신>. 경기도 파주: 도서출판 한울.
  • 문빛·박건희 (2014). 정책갈등 관리에 있어 정부 신뢰와 불신의 역할. <홍보학 연구>, 18권 3호, 216-240.
  • 문빛·박건희 (2016). 기업 위기 상황에서 신뢰와 불신의 선행 요인과 결과 요인 탐색에 관한 연구 : 위기 유형, 공중의 분노 및 부정적 커뮤니케이션 행동을 중심으로. <홍보학 연구>, 20권 1호, 22-49.
  • 문빛·이유나 (2012). 관계경영의 새로운 효과지표. <한국언론학보>, 56권 2호, 167-197.
  • 문성식 (2018). 프렌차이즈 기업의 위기상황에서 소비자의 부정적 감정과 신뢰, 불신, 부정적 행동의도 간 영향관계에 관한 연구, <외식경영연구>, 21권 6호, 179-201.
  • 박노일·한정호·정지연 (2011). CEO 트위터 사과메시지의 위기관리 효과. 한국언론학회 학술대회발표논문집, 204-206.
  • 박주형·김흥규 (2011). 기업 위기에 대한 공중의 인식 유형과 위기 커뮤니케이션에 관한 연구: 석면 위기를 중심으로. <광고학연구>, 22권 7호, 35-60.
  • 박통희 (1999). 신뢰의 개념에 대한 비판적 검토와 재구성. <한국행정학보>, 33권 2호, 1-17.
  • 송동근·민귀홍·진범섭 (2016). 공중보건 위기 상황 시 정보 정확성과 정보 적절성이 정부 신뢰와 만족에 미치는 영향 -메르스 사태를 중심으로. <홍보학연구>, 20권 2호, 61-90.
  • 어기선 (2018, 11, 23). 삼성반도체 백혈병 분쟁 11년만에 종지부...대한항공은. <뉴스워치>. Retrieved from http://www.newswatch.kr/news/articleView.html?idxno=16472
  • 우종필 (2012). <구조방정식모델 개념과 이해>. 서울: 한나래출판사.
  • 유선욱 (2013). 진정성 (authenticity) 효과. <한국언론학보>, 57권 6호, 7-34.
  • 윤보섭·이종명 (2017). 물류기업에 대한 소비자의 지각된 비공정성이 부정적 감정 그리고 불평행동과 재구매에 미치는 영향에 관한 연구-: 조절초점의 조절역할을 중심으로. <한국물류학회지>, 27권 1호, 109-122.
  • 윤태구 (2016). 담론경쟁으로서의 PR커뮤니케이션 패러다임에 대한 연구: 삼성물산과 제일모직의 합병 과정에서의 커뮤니케이션을 중심으로.<서강대학교 대학원 석사학위 논문>.
  • 이순묵 (2000). <요인분석의 기초>. 서울: 교육과학사.
  • 이승관 (2018, 11, 11). “한국보다 미국서 더 사랑받는 삼성” IT기업 중 평판 2위. <연합뉴스>. Retrieved from https://www.yna.co.kr/view/AKR20181110047700003?input=1195m
  • 이재현 (2010, 2, 5). 삼성은 부끄럽지 않은가. <미디어오늘>. Retrieved from http://www.mediatoday.co.kr/news/articleView.html?idxno=85851
  • 이지은·최인석 (2011). 소셜커머스 서비스 실패에 따른 소비자의 신뢰도 변화. <한국심리학회지: 소비자·광고>, 12권 4호, 799-824.
  • 이현우·손영곤 (2016). 국내 위기관리 커뮤니케이션 연구에 대한 메타분석. <홍보학연구>, 20권 3호, 139-172.
  • 장수진·박현순 (2014). 기업 위기 유형에 따른 인지적ㆍ정서적 신뢰 위반, 사과 전략, 신뢰 회복 간의 관계 연구. <한국언론학보>, 58권 2호, 478-504.
  • 장영훈 (2018, 11, 11). 한국에서는 애플한테 밀리는데 미국서는 더 인기 높은 삼성전자. <인사이트>. Retrieved from https://www.insight.co.kr/news/190309
  • 장혜지·조수영 (2013). 악성루머에 대한 사회적 동조, 대응방법, 루머이력이 기업평가 및 루머신뢰에 미치는 영향. <한국언론학보>, 57권 4호, 96-123.
  • 조수영·정민희 (2011). 기업의 부정적 루머에 대한 사실 인식에 미치는 댓글의 영향력. <한국언론학보>, 55권 5호, 312-339.
  • 최미옥 (1999). <정책연구논문> 핵폐기물처분장입지정책 수용방안과 주민저항요인에 관한 실증적 분석: 위험인지, 정부불신, 반핵주의를 중심으로. <한국정책학회보>, 8권 1호, 47-112.
  • 최윤슬·이경렬 (2013). SNS 진정성의 속성과 척도개발에 관한 연구: 트위터와 페이스북 이용자의 진정성 지각을 중심으로. <광고학연구>, 24권 5호, 157-179.
  • 최지현·조삼섭 (2017). 한국형 정부 ᐨ 공중 관계 구성 차원에 관한 연구. <홍보학 연구>, 21권 1호, 54-96.
  • 최현준 (2019, 3, 1). 삼성전자, 글로벌 평판 순위 26위에서 52위로 하락. <한겨레>. Retrieved from http://www.hani.co.kr/arti/economy/economy_general/885282.html