期刊
PUBLIC RELATIONS REVIEW
卷 45, 期 5, 页码 -出版社
ELSEVIER SCIENCE INC
DOI: 10.1016/j.pubrev.2019.101851
关键词
Crisis communication; Corporate reputation; Empathy; Attributions of responsibility; Apologies
资金
- Research Foundation -Flanders (FWO) [G070716N]
This study advances our theoretical knowledge of how organizational crises and crisis communication affect reputation. Prior research solely emphasizes the importance of organizational crisis responsibility in this process. Three experiments show that stakeholders' empathy toward the organization provides a second explanation. The first two experiments demonstrate that victim crises not only inflict less reputational damage than preventable crises because stakeholders consider the organization less responsible for the events, but also because they are more likely to empathize with the company. The third study shows that empathy can also explain the outcomes of crisis communication. An apology arouses empathy among stakeholders and subsequently increases reputation repair, unlike denial. The role of empathy in the crisis communication process has implications for both theory and practice.
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