# Main Study
Willems, J., Faulk, L., & Boenigk, S. 2021. Reputation Shocks and Recovery in Public-Serving Organizations: The Moderating Effect of Mission Valence. Journal of Public Administration Research and Theory, Volume 31, Issue 2, April 2021, Pages 311–327, DOI: https://doi.org/10.1093/jopart/muaa041
# Abstract
This study investigates the impacts of negative and positive signals on public-serving organizations’ reputations. We draw on socio-cognitive perspectives to test how organizations’ breaches of stakeholders’ trust are repairable over time as well as the moderating effect of organizational mission valence on this forgiveness process. Multilevel data from two slope-shift experiments (n = 304; n = 582) show that mission valence, or individuals’ affinity with an organization’s mission, intensifies the effects of both negative and positive signals in organizations’ reputation building processes. Negative signals have stronger negative effects on intentions to support the organization for individuals with high mission valence. However, the effect of successive positive signals is also stronger for individuals with high mission valence, suggesting greater forgiveness following a stronger breach of trust among these stakeholders.
# Figures
Figures are available under a CC BY 4.0 license at https://doi.org/10.6084/m9.figshare.12902321 and https://doi.org/10.6084/m9.figshare.12902324.
# Related Studies
**For an overview:**
https://www.researchgate.net/project/Reputation-Management
**Related articles:**
Waldner, C. J., Willems, J. Ehmann, J., & Gies, F. 2020. The impact of face-to-face street fundraising on organizational reputation. Journal of Nonprofit and Voluntary Sector Marketing. 25(4): e1672. DOI: https://doi.org/10.1002/nvsm.1672
Willems, J., Waldner, C. J., & Ronquillo, J.C. 2019. Reputation Star Society: Are star ratings consulted as substitute or complementary information? Decision Support Systems. 124 (113080): DOI: https://doi.org/10.1016/j.dss.2019.113080
Willems, J., Waldner, C.J., & Vogel, D. 2019. Reputation spillover effects from grant-providing institutions. Nonprofit & Management Leadership. 30(1): 9-30: DOI: https://doi.org/10.1002/nml.21357
Willems, J., & Faulk, L. 2019. Does voluntary disclosure matter when organizations violate stakeholder trust? Journal of Behavioral Public Administration, 2(1). DOI: 10.30636/jbpa.21.45 https://doi.org/10.30636/jbpa.21.45
Willems, J., & Ingerfurth, S. 2018. The quality perception gap between employees and patients in hospitals. Health Care Management Review. 43(2): 157-167. DOI: https://doi.org/10.1097/HMR.0000000000000137
Willems, J., Waldner, C. J., Dere, Y I., Matsuo, Y., & Högy, K., 2017. The role of formal third-party endorsements and informal self-proclaiming signals in nonprofit reputation building. Nonprofit and Voluntary Sector Quarterly. 46(5): 1092–1105. DOI: https://doi.org/10.1177/0899764017720770
