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2012 | OriginalPaper | Buchkapitel
Cultural Context
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We have shown how reputation is a consequence of corporate behavior that motivates stakeholders to behave in ways that either reward or punish the corporation. We’ve argued that reputation crises—4instances in which markets punish companies—are often consequences of operational failures in one or more of the six business processes that are the pillars of reputation (Table 1-1). The factor precipitating market punishment is the magnitude of the market’s disappointment when expectations are not met.