The effectiveness of airline crisis management on brand protection: A case study of British Airways

Strategic Brand Management: Building, Measuring, and Managing Brand Equity.

Journal of Consumer Marketing · 2000 · 3.3K citations

Marketing, Brand Positioning, Management +9

An attributional analysis of reactions to stigmas.

Bernard Weiner, Raymond P. Perry, Jamie Magnusson · Journal of Personality and Social Psychology · 1988 · 1.7K citations

Psychological Co-morbidities, Stigmatization, Psychosocial Determinant +21

Accounts, excuses, and apologies: a theory of image restoration strategies

Choice Reviews Online · 1995 · 878 citations

Photographic Study, Empathy, Psychology +6

Choosing the Right Words

W. Timothy Coombs · Management Communication Quarterly · 1995 · 790 citations

Emergency Management, Psycholinguistics, Communication +25

Communication and Attributions in a Crisis: An Experimental Study in Crisis Communication

W. Timothy Coombs, Sherry J. Holladay · Journal of Public Relations Research · 1996 · 684 citations

Emergency Management, Project Management, Communication +22