Get 20M+ Full-Text Papers For Less Than $1.50/day. Start a 14-Day Trial for You or Your Team.

Learn More →

Company Post-Crisis Communication Strategies and the Psychological Mechanism Underlying Consumer Reactions

Company Post-Crisis Communication Strategies and the Psychological Mechanism Underlying Consumer... A theoretical framework is developed to explain the mechanisms that underlie the effectiveness of matching postcrisis communication strategies to the crisis types on relevant consumer reactions. Two studies are conducted regarding an actual crisis case: the Costa Concordia shipwreck on 2012. Study 1 provides evidence of more favorable consumer reactions to a company when confession strategy and preventable crisis are matched. The results verify that consumers’ emotions of anger and sympathy play a mediating role. Study 2 demonstrates corporate reputation's moderating role on the link between postcrisis communication strategy and sympathy and, through it, on consumers’ attitudinal and behavioral responses. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Public Relations Research Taylor & Francis

Company Post-Crisis Communication Strategies and the Psychological Mechanism Underlying Consumer Reactions

Company Post-Crisis Communication Strategies and the Psychological Mechanism Underlying Consumer Reactions

Abstract

A theoretical framework is developed to explain the mechanisms that underlie the effectiveness of matching postcrisis communication strategies to the crisis types on relevant consumer reactions. Two studies are conducted regarding an actual crisis case: the Costa Concordia shipwreck on 2012. Study 1 provides evidence of more favorable consumer reactions to a company when confession strategy and preventable crisis are matched. The results verify that consumers’ emotions of anger and...
Loading next page...
 
/lp/taylor-francis/company-post-crisis-communication-strategies-and-the-psychological-raREjyxU2I
Publisher
Taylor & Francis
Copyright
Copyright Taylor & Francis Group, LLC
ISSN
1532-754X
eISSN
1062-726X
DOI
10.1080/1062726X.2014.924839
Publisher site
See Article on Publisher Site

Abstract

A theoretical framework is developed to explain the mechanisms that underlie the effectiveness of matching postcrisis communication strategies to the crisis types on relevant consumer reactions. Two studies are conducted regarding an actual crisis case: the Costa Concordia shipwreck on 2012. Study 1 provides evidence of more favorable consumer reactions to a company when confession strategy and preventable crisis are matched. The results verify that consumers’ emotions of anger and sympathy play a mediating role. Study 2 demonstrates corporate reputation's moderating role on the link between postcrisis communication strategy and sympathy and, through it, on consumers’ attitudinal and behavioral responses.

Journal

Journal of Public Relations ResearchTaylor & Francis

Published: Jan 1, 2015

References