期刊
JOURNAL OF COMMUNICATION
卷 64, 期 6, 页码 1160-1180出版社
WILEY-BLACKWELL
DOI: 10.1111/jcom.12122
关键词
Public Relations; Crisis Communication; Nonverbal Communication; Power; Organizational Reputation; Competence; Sincerity
This paper examines the impact of nonverbal expressions of power by organizational spokespersons during different crisis stages. Study 1 investigates how vocal nonverbal cues express power during crises and how this affects perceptions of spokespersons. The results illustrate that a spokesperson who speaks with a lowered voice pitch, which expresses power, appears more competent than one with a raised voice pitch. Study 2 examines the moderating influence of crisis stage on the impact of visual nonverbal cues. During a crisis, powerful nonverbal behaviors minimize reputational damage through an increase in perceived competence of the spokesperson. In the aftermath of a crisis, powerless nonverbal behaviors positively affect the organizational reputation through an intermediate effect on perceived sincerity of the spokesperson.
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