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Browsing by Author Augustine Pang

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  • Is saying ‘sorry’ enough? examining the effects of apology typologies by organizations on consumer responses

    • Authors: May O. Lwin; Augustine Pang; Jun-Qi Loh; Marilyn Hui-Ying Peh; Sarah Ann Rodriguez; Nur Hanisah Binte Zelani (2017)

  • Apology has been found to be the most effective strategy in times of crises. However, there is a dearth of research on the kinds of apology used and how primary stakeholders, in particular consumers, received them. This study aims to examine consumer responses to the types of apologies offered post crises against the levels of attribution of responsibility. We also assess the potential mediating role of ethical concerns by developing the Perception-Behavioral Model of Crisis Response. An experiment was conducted to ascertain consumers’ impression of the organization post-apology. The results showed that the attribution of crisis responsibility significantly influences complaining, wit...
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  • Utilization of CSR to build organizations’ corporate image in Asia: need for an integrative approach

    • Authors: Augustine Pang; May O. Lwin; Chrystal Shu-Min Ng; Ying-Kai Ong; Shannon Rose Wing-Ching Chau; Kristle Poh-Sim Yeow (2018)

  • Corporate social responsibility (CSR) has been found to be a strong predictor of a favorable corporate image [Gray, 1986. Managing the corporate image: The key to public trust. London: Quorum Books]. Websites have become an essential communication platform [Dawkins, 2004. Corporate responsibility: The communication challenge. Journal of Communication Management, 9(2), 108–119]. This study aims to investigate how CSR can be used in enhancing organizational corporate image. Content analyses of 150 corporate websites of organizations in Asia headquartered in Singapore were conducted, followed by in-depth interviews with public relations (PR) practitioners to examine the motivations b...