The role of empathy in crisis communication: Providing a deeper understanding of how organizational crises and crisis communication affect reputation
Abstract
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...
Paper Details
Title
The role of empathy in crisis communication: Providing a deeper understanding of how organizational crises and crisis communication affect reputation
Published Date
Dec 1, 2019
Journal
Volume
45
Issue
5
Pages
101851 - 101851
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Notes
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