Shaping the corporate image: an analytical guide for executive decision makers
Gespeichert in:
| Hauptverfasser: | , , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
New York u.a.
Quorum Books
1992
|
| Ausgabe: | 1. publ. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XIV, 168 S. |
| ISBN: | 0899305644 |
Internformat
MARC
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| 100 | 1 | |a Sobol, Marion G. |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Shaping the corporate image |b an analytical guide for executive decision makers |c Marion G. Sobol, Gail E. Farrelly, and Jessica S. Taper |
| 250 | |a 1. publ. | ||
| 264 | 1 | |a New York u.a. |b Quorum Books |c 1992 | |
| 300 | |a XIV, 168 S. | ||
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Tables and Exhibits xiii
Chapter 1: Introduction 1
Chapter 2: Review of Fortune Corporate
Reputation Studies H
Chapter 3: Academic Studies of Corporate
Reputation: Origins and Effects 25
Studies That Use the Fortune Reputation
Ratings 26
Studies That Do Not Use the Fortune
Reputation Ratings 41
Concluding Remarks about the Academic
Literature 47
Chapter 4: Survey of PR Practitioners and
Specialists 49
x Contents
Getting Feedback on Reputation Status 52
Public Relations Plans 52
Ranking the Importance of the Fortune
Survey Reputation Attributes 58
What Can a Good Reputation Do for a
Company? 59
Changes in PR Plans over the Years 61
Corporate Reputation Issues for the 1990s 62
Chapter 5: Opinions of the CEO 65
Getting Feedback on Reputation Status 66
What Are the Important Audiences for
Corporate Reputation Programs? 67
What Are Three Key Things a Company
Can Do to Enhance Its Corporate
Reputation? 68
Ranking the Importance of the Fortune
Survey Reputation Attributes 68
CEO Suggestions for Building Corporate
Reputation for Each of the Eight
Attributes 74
What Can a Good Reputation Do for a
Company? 76
Possible Lessons from the In Depth Study 78
Chapter 6: Building a Good Reputation as a Help
in Attracting Quality Workers 81
Encouraging Creativity in Many Areas 83
Empowering Employees to Provide Good
Service 87
Motivating Workers 88
Keeping the Long Term in View 90
Contents xi
Developing Personnel Policies That Stress
Longevity 91
Chapter 7: Building a Reputation for Quality of
Products and Services 95
Emphasizing Quality Service and Telling
the Public about It 98
Determining Customer Requirements and
Expectations 102
Customer Relationship Management 105
Customer Service Standards 106
Commitment to Customers 106
Complaint Resolution 107
Developing Methods of Determining
Consumer Satisfaction 107
Consumer Satisfaction Results 109
Comparison of Satisfaction Ratings with
Those of Competitors 111
Chapter 8: Financial Soundness and Corporation
Reputation 115
Recommendations for the Good Times . . .
and the Bad 118
Concluding Remarks 129
Chapter 9: Corporate Identity, Corporate
Visibility, and Reputation in the
Community 131
Corporate Identity Programs 132
Persuading People to Recognize the Value
of Identity 133
Establishing Corporate Identity 136
xii Contents
Increasing Corporate Visibility 137
Establishing a Global Identity 138
Conveying Identity in the Media 140
Evaluating Identity and Image Presentation 142
Chapter 10: Improving Corporate Reputation
Now and in the Future: A Checklist 145
Ways to Attract and Keep Quality Workers 147
Ways to Build a Reputation for Quality of
Products and Services 147
Ways to Improve Financial Soundness and
Corporate Reputation 148
Using Public Relations to Identify and
Establish Corporate Identity 148
References 151
Index 161
Tables and Exhibits
TABLES
2.1 Fortune Surveys of Corporate Reputation,
1983 1991 13
2.2 Companies Ranked in the Top Ten in Fortune
Reputation Studies, 1983 1991 14
3.1 Financial Factors Related to Corporate
Reputation Indexes, Fortune Corporate
Reputation Factors, 1982 29
3.2 Industries Where Relative Size, P/E Ratio, or
Average Yield Are Most Important Variables
Related to Overall Corporate Reputation,
Fortune Data, 1982 35
3.3 Managerial Duties for Six Managerial Roles 44
4.1 How to Develop an Annual PR Plan 56
4.2 PR Specialists Rankings of Corporate
Reputation Attributes ^8
xiv Tables and Exhibits
4.3 PR Specialists Ratings of What a Good
Corporate Image Can Do for a Company 60
5.1 CEO and PR Specialists Rankings of
Corporate Reputation Attributes 70
5.2 CEOs Suggestions of Actions to Build
Corporate Reputations in the Areas of the
Eight Attributes Used in the Fortune Studies 75
5.3 Comparison of PR Specialists and CEO Rating
of What a Good Corporate Image Can Do for
a Company 77
7.1 How Business Measures Up 99
7.2 Percent Weighting of National Quality Award
Examination Categories, 1988 1991 103
7.3 1991 Examination Categories and Items,
Malcolm Baldrige National Quality Award 104
EXHIBITS
Exhibit 7.1 Areas to Address in Determining
Consumer Satisfaction 108
Exhibit 9.1 Principles of Persuasion 134
|
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| isbn | 0899305644 |
| language | English |
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| spelling | Sobol, Marion G. Verfasser aut Shaping the corporate image an analytical guide for executive decision makers Marion G. Sobol, Gail E. Farrelly, and Jessica S. Taper 1. publ. New York u.a. Quorum Books 1992 XIV, 168 S. txt rdacontent n rdamedia nc rdacarrier Corporate image gtt Corporate image Unternehmen (DE-588)4061963-1 gnd rswk-swf Image (DE-588)4026574-2 gnd rswk-swf Unternehmen (DE-588)4061963-1 s Image (DE-588)4026574-2 s DE-604 Farrelly, Gail E. Verfasser aut Taper, Jessica S. Verfasser aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=003495619&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Sobol, Marion G. Farrelly, Gail E. Taper, Jessica S. Shaping the corporate image an analytical guide for executive decision makers Corporate image gtt Corporate image Unternehmen (DE-588)4061963-1 gnd Image (DE-588)4026574-2 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4026574-2 |
| title | Shaping the corporate image an analytical guide for executive decision makers |
| title_auth | Shaping the corporate image an analytical guide for executive decision makers |
| title_exact_search | Shaping the corporate image an analytical guide for executive decision makers |
| title_full | Shaping the corporate image an analytical guide for executive decision makers Marion G. Sobol, Gail E. Farrelly, and Jessica S. Taper |
| title_fullStr | Shaping the corporate image an analytical guide for executive decision makers Marion G. Sobol, Gail E. Farrelly, and Jessica S. Taper |
| title_full_unstemmed | Shaping the corporate image an analytical guide for executive decision makers Marion G. Sobol, Gail E. Farrelly, and Jessica S. Taper |
| title_short | Shaping the corporate image |
| title_sort | shaping the corporate image an analytical guide for executive decision makers |
| title_sub | an analytical guide for executive decision makers |
| topic | Corporate image gtt Corporate image Unternehmen (DE-588)4061963-1 gnd Image (DE-588)4026574-2 gnd |
| topic_facet | Corporate image Unternehmen Image |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=003495619&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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