Ackerman, R. W.: 1973, ‘How Companies Respond to Social Demands’,Harvard Business Review
51 (July–Aug.), 88–98.
Arrington, C. B. Jr. and R. N. Sawaya: 1984, ‘Managing Public affairs: Issues Management in an Uncertain Environment’,California Management Review
26 (Summer), 148–160.
Brennan, E.: 1992, ‘An Open Letter to Sears Customers’,The Wall Street Journal (June 25), p. C22.
Buono, A. F. and L. Nichols: 1985,Corporate Policy, Values and Social Responsibility (Praeger, New York).
Buttny, R.: 1985, ‘Accounts as a Reconstruction of an Event's Context’,Communication Monographs
52 (March), 55–77.
Carroll, A. B.: 1979, ‘A Three-Dimensional Conceptual Model of Corporate Performance’,Academy of Management Review
4 (Oct.), 497–505.
Cheney, G. and S. L. Vibbert: 1987, ‘Corporate Discourse: Public Relations and Issues Management’, in F. M. Jablin, L. L. Putnam, K. H. Roberts and L. W. Porter, eds.,Handbook of Organizational Communication (Sage Publications, Newbury, CA), pp. 165–194.
Cox, T.: 1962, ‘The Dangerous Compromise: The Corporate Image’,Public Relations Journal
18 (April), 28–29.
Darby, B. W. and B. R. Schlenker: 1982, ‘Children's Reactions to Apologies’,Journal of Personality and Social Psychology
Folkes, V. S.: 1988, ‘Recent Attribution Research in Consumer Behavior: A Review and New Directions’,Journal of Consumer Research
14 (March), 548–565.
Frederick, W. C., K. Davis and J. E. Post: 1988,Business and Society: Corporate Strategy, Public Policy, Ethics, 6th ed. (McGraw-Hill Book Company, New York).
Garrett, D. E.: 1987, ‘The Effectiveness of Marketing Policy Boycotts: Environmental Opposition to Marketing’,Journal of Marketing
51 (April), 46–57.
Garrett, D. E., J. L. Bradford, R. A. Meyers and J. Becker: 1989, ‘Issues Management and Organizational Accounts: An Analysis of Corporate Responses to Accusations of Unethical Business Practice’,Journal of Business Ethics
Giacalone, R. A., S. L. Payne and P. Rosenfeld: 1988, ‘Endorsement of Managers Following Accusations of Breaches in Confidentiality’,Journal of Business Ethics
Goffman, E.: 1971,Relations in Public (Basic Books, New York).
Goodwin, C., K. Smith and I. Ross: 1989, ‘Response To Consumer Service complaints: A Procedural Fairness Approach’, Presented at the AMA Summer Marketing Educator's Conference, Chicago, IL.
Hastie, R.: 1984, ‘Causes and Effects of Causal Attribution’,Journal of Personality and Social Psychology
Heider, F.: 1958,The Psychology of Interpersonal Relations (Wiley, New York).
Jones, E. E. and R. E. Nisbett: 1971, ‘The Actor Observer: Divergent Perceptions of the Cause of Behavior’, in E. E. Jones, D. E. Kanouse, H. H. Kelley, R. E. Nisbett, S. Valins, B. Weiner, eds.,Attribution: Perceiving The Causes of Behavior (General Learning Press, Morristown, New Jersey), pp. 1–26.
Kelley, H. H.: 1967, ‘Attribution Theory in Social Psychology’, Proceedings of theNebraska Symposium on Motivation (University of Nebraska Press, Lincoln, Nebraska), pp. 192–238.
Kelley, H. H.: 1973, ‘The Process of Causal Attribution’,American Psychologist
Laczniak, G. R. and P. E. Murphy: 1993,Ethical Marketing Decisions: The Higher Road (Allyn and Bacon, Boston, MA).
McCoy, C. S.: 1985,Management of Values — Ethical Differences in Corporate Policy (Pittman, Marshfield, MA).
McLaughlin, M. L., M. J. Cody and K. French: 1990, ‘Account Giving and the Attribution of Responsibility: Impressions of Traffic Offenders’, in M. J. Cody and M. L. McLaughlin, eds.,The Psychology of Tactical Communication (Multilingual Matter LTD, Philadelphia), pp. 244–267.
Miller, R. G. Jr. 1981,Simultaneous Statistical Inference 2nd ed. (Springer-Verlag, New York).
Morgan, F. W. and D. I. Avrunin: 1982, ‘Consumer Conduct in Product Liability Litigation’,Journal of Consumer Research
9 (June), 47–55.
Murphy, P. E. and B. M. Enis: 1985,Marketing (Scott, Foresman and Company, London).
Olivia, T. A., R. L. Oliver and I. C. MacMillan: 1992, ‘A Catastrophe Model for Developing Service Satisfaction Strategies’,Journal of Marketing
56 (July), 83–95.
Reidenbach, R. E. and D. P. Robin: 1989,A Convergence of Corporate America's Economic and Social Responsibilities (Prentice Hall, Engelwood Cliffs, NJ).
Sauerhaft, S. and C. Atkins: 1989,Image Wars (John Wiley & Sons, New York).
Schlenker, B. R.: 1980, ‘Protecting The Self: Impression Management in Predicaments’, inImpression Management: The Self-Concept, Social Identity & Interpersonal Relations (Brooks/Cole Publishing Company, Monterey, CA), pp. 124–165.
Schlenker, B. R. and B. W. Darby: 1981, ‘The Use of Apologies in Social Predicaments’,Social Psychology Quarterly
Schneider, K. C.: 1977, ‘Prevention of Accidental Poisoning Through Package and Label Design’,Journal of Consumer Research
2 (Sept.), 67–74.
Schonbach, P.: 1980, ‘A Category System For Account Phases’,European Journal of Social Psychology
Scott, M. B. and S. M. Lyman: 1968, ‘Accounts’,American Sociological Review
Sethi, S. P.: 1979, ‘A Conceptual Framework for Environmental Analysis of Social Issues and Evaluation of Business Response Patterns’,Academy of Management Review
Sethi, S. P. and C. M. Falbe: 1987,Business and Society: Dimensions of Conflict and Cooperation (Lexington Books, Lexington, MA).
Snyder, C. R. and R. L. Higgins: 1990, ‘Reality Negotiation and Excuse-Making: President Reagan's 4 March 1987 Iran Arms Scandal Speech and Other Literature’, in M. J. Cody and M. L. McLaughlin, eds.,The Psychology of Tactical Communication (Multilingual Matter LTD, Philadelphia), pp. 229–243.
Tedeschi, J. T. and M. Reiss: 1981, ‘Verbal Strategies in Impression Management’, inThe Psychology of Ordinary Explanations of Social Behavior (Academic Press, London), pp. 271–309.
Weiner, B.: 1986,An Attributional Theory of Motivation and Emotion (Springer-Verlag, New York).
Worcester, R. M.: 1986, ‘Corporate Image Research’, in R. M. Worcester, M. Worcester and J. Downham, eds., Consumer Market Research Handbook, 3rd ed. (North Holland, New York), pp. 601–616.
Zeeman, E. C.: 1977,Catastrophe Theory: Selected Papers 1972–1977 (Addison-Wesley Publishing Company, Reading, MA).