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Communication > Corporate 1.4 > Flashcards

Corporate 1.4 Flashcards

1
Q

high satisfaction, high loyalty

A

apostles, essential for long term succes

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2
Q

high satisfaction, low loyalty

A

mercenaries, looking for a better deal

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3
Q

low satisfaction, low loyalty

A

terrorists, offer profit ppotential

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4
Q

low satisfaction, high loyalty

A

hostages, contract bound

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5
Q

guanxi

A

face to face, trust build, group oriented, outsiders become insiders

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6
Q

loyalty measures 7

A

time between p, frequency, amount of money, order of p, duration, commitment, share of wallet

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7
Q

primary stakeholders

A

financial transactions, necessary to survive

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8
Q

secondary stakeholders

A

general influence, not economically essential

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9
Q

3 groups of stakes

A

equity, economic-market, influence

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10
Q

equity stakes

A

held by owners

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11
Q

economic stakes

A

held by those with economic interest

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12
Q

influence stakes

A

held by those who have interest as consumer advocates, environmental groups etc.

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13
Q

stakeholder kenmerken

A

power, legitimacy, urgency

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14
Q

communication instruments

A

awareness, understanding involvement, commitment

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15
Q

quality leads to

A

satisfaction>loyalty

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16
Q

gatekeeper:

A

gene die info filtert en naar doelgroep stuurt

17
Q

advantages of csr 6

A

goodwill, license to operate, publicity, boost for reputation, better competitive position, overall better financial performance

18
Q

csr approaches 5

A

charitable, defensive, promotional, strategic, transformational

19
Q

charitable:

A

benificial for local community only

20
Q

defensive

A

clear advantage, avoiding fines

21
Q

promotional

A

rhetorical and symbolic

22
Q

strategic

A

long term broader connection

23
Q

transformational

A

whole company focussed on csr

24
Q

csr communication purpose:

A

to improve image and reputation

25
Q

strategies: 3

A

informational, stakeholder response, stakeholder involvement

26
Q

informational

A

one way, info of the public

27
Q

stakeholder response

A

company organizes, stakeholder gives feedback

28
Q

stakeholder involvement

A

dialogue two way

29
Q

identity

A

personality, behaviour, symbols, communication

30
Q

image

A

customers, community, investors, employees

31
Q

types of identities

A

umbrella, mondithic, endorsed, branded

32
Q

umbrella

A

one brand multiple products

33
Q

mondithic

A

alles identiteiten definieerd door hoofdbedrijf

34
Q

endorsed

A

alle subcategorieen eigen identiteit maar beinvloed door hoofd

35
Q

branded

A

individueel identiteit

36
Q

reputation 4 factors

A

what they do, customer experience, what they say, what is said aboout them

37
Q

3 sectors of csr

A

people, planet, profit

Communication (5 decks)

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