Crisis communication: The mediating role of cognitive and affective empathy in the relationship between crisis type and crisis response strategy on post-crisis reputation and forgiveness

2022 ◽  
Vol 48 (1) ◽  
pp. 102136
Author(s):  
James Ndone ◽  
Jihye Park

In Malaysia, food crises related with Halal issues is becoming an imperative issue among Halal consumer with organizations facing crisis that have been suspected to sell NonHalal food products. This type of crisis has the potential to damage the organization image. Therefore, the adoption of appropriate crisis response strategy is needed in order to manage this outcome. In crisis communication field, experimental designs start to be adopted by many of researchers thus shift away from using the case studies. This phenomena occur due to the experimental research provides more understanding on the relationship and consequences of the crisis stimuli. Therefore, this research develop an experimental designs that using 3x3 between subjects factorial design, utilizing survey questionnaires as the instrument in order to investigate the crisis response strategies that most successfully accommodate the level of organization crisis responsibility perceived by the halal food consumer that will impact the organization image. In this research crisis response strategy will mediated the relationship between the organization crisis responsibility and organization image


2021 ◽  
Vol Volume 14 ◽  
pp. 2147-2156
Author(s):  
Xuhui Yuan ◽  
Zirong Ren ◽  
Zhengjie Liu ◽  
Weijian Li ◽  
Binghai Sun

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Audra Diers-Lawson ◽  
Amelia Symons ◽  
Cheng Zeng

PurposeData security breaches are an increasingly common and costly problem for organizations, yet there are critical gaps in our understanding of the role of stakeholder relationship management and crisis communication in relation to data breaches. In fact, though there have been some studies focusing on data breaches, little is known about what might constitute a “typical” response to data breaches whether those responses are effective at maintaining the stakeholders' relationship with the organization, their commitment to use the organization after the crisis, or the reputational threat of the crisis. Further, even less is known about the factors most influencing response and outcome evaluation during data breaches.Design/methodology/approachWe identify a “typical” response strategy to data breaches and then evaluate the role of this response in comparison to situation, stakeholder demographics and relationships between stakeholders, the issue and the organization using an experimental design. This experiment focuses on a 2 (type of organization) × 2 (prior knowledge of breach risk) with a control group design.FindingsFindings suggest that rather than employing reactive crisis response messaging the role of public relations should focus on proactive relationship building between organizations and key stakeholders.Originality/valueFor the last several decades much of the field of crisis communication has assumed that in the context of a crisis the response strategy itself would materially help the organization. These data suggest that the field crisis communication may have been making the wrong assumption. In fact, these data suggest that reactive crisis response has little-to-no effect once we consider the relationships between organizations, the issue and stakeholders. The findings show that an ongoing program of crisis capacity building is to an organization's strategic advantage when data security breaches occur.


2019 ◽  
Vol 30 (3) ◽  
pp. 290-309 ◽  
Author(s):  
An-Sofie Claeys ◽  
W Timothy Coombs

Abstract Organizations in crisis often fail to select the optimal crisis response strategy, preferring strategies that avoid short-term losses over the ones that offer long-term gains. This article proposes a descriptive theory of behavioral crisis communication that uses principles of behavioral economics to explain the recurrence of suboptimal anomalies found in crisis communication. Based on decision-making literature we first argue that the distinct context in which crisis communication takes place (e.g., time pressure, information overload) determines whether or not decisions are made in an analytical or an intuitive manner. Behavioral economics further allows us to explain how intuitive decisions can sometimes be biased by heuristics, which can result in the choice for a suboptimal crisis response strategy in the heat of the moment.


2019 ◽  
Vol 9 (1) ◽  
pp. 47-60
Author(s):  
Wouter Jong

The cause of a crisis may have to be reidentified when, during the aftermath of the crisis, new insights come to light in the accident reports. The possible reassignment of responsibility for a crisis complicates the suitable choice of an appropriate crisis response strategy that is ultimately intended to optimize reputational protection. This article describes how this phenomenon should be taken into account and suggests an ‘acknowledge and await’ response strategy for situations in which organizations prefer to respond with care and not jump to conclusions before the outcomes of an investigation are known.


Author(s):  
Agnieszka Lasota ◽  
Katarzyna Tomaszek ◽  
Sandra Bosacki

AbstractThe current study examined the relationship between empathy, resilience, and gratitude. Specifically, the study investigated the potential mediating role of resilience between empathy and gratitude. The study involved 214 participants who completed the Gratitude Resentment and Appreciation Test-Revised (GRAT-R), the Questionnaire of Cognitive and Affective Empathy (QCAE), and the Resilience Measurement Scale (SPP-25). The results showed significant positive correlations among resilience, empathy, and gratitude. Multiple regression analysis confirmed that resilience, gender, and affective empathy were direct predictors of the level of gratitude. Structural equation modeling (SEM) analysis supported the hypothesis that resilience played a mediating role between empathy and gratitude. Implications for research and the promotion of positive psychology programs for adults are discussed.


2021 ◽  
Author(s):  
◽  
James Ndone

This study examines the role that negative employee-organization relationships (NEORs) play in determining crisis outcomes (organization's internal reputation and employees' unsupportive behavior). Moreover, the study aims to determine whether the timing of the communication message and the response strategies used in the message affect crisis outcomes. Finally, the role of negative emotions is investigated as mediating variables to explain the relationship between NEORs, crisis response strategies, and crisis timing strategies on crisis outcomes. This study employed an online experiment with 2 (crisis response strategy: rebuilding vs. defensive) x 2 (timing: stealing thunder vs. thunder) between-subjects factorial design with a total of 465 participants recruited from Amazon's market research tool, MTurk. The findings indicate that NEORs affect internal reputation negatively and increase the likelihood of unsupportive behavior. Timing does not affect the relationship between NEORs and crisis outcomes. Rebuilding strategies help in overcoming employees' unwillingness to support the organization during a crisis. Lastly, negative emotions influenced the effect of NEORs on the crisis outcomes. Both theoretical and practical implications are discussed.


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