Emotional crisis communication

Organizational crises are usually highly emotional experiences for both organizations and stakeholders. Hence, crisis situations often result in emotionally charged communication between the two parties. Despite the attention of organizations and scholars to the emotions of stakeholders during crises, little is known about the effects of the emotions communicated by organizations on corporate reputations. Through the use of vignettes, this experiment reveals that besides crisis-response strategy (diminish vs. rebuild), the communicated emotion (i.e., shame and regret) has a positive effect on corporate reputation. Mediation analyses showed that this effect of communicated emotion could be explained by the public's (negative) affective as well as cognitive responses (i.e., account acceptance). This study confirms that emotional signals embedded in crisis responses may affect corporate reputations by reducing feelings of anger and by increasing the acceptance of the organizational message. In doing so, this study provides a starting point for further exploration of the effectiveness of other emotions in crisis communication.     

A two-path model of the impact of LGBTQ+ diversity CSR levels on public response

Since conflicting opinions and expectations of stakeholders about LGBTQ+ diversity coexist, companies contemplate how far to draw the line of CSR involvement in relation to LGBTQ+ diversity. This study examines how different levels of LGBTQ+ diversity CSR (i.e., proactive, passive, refusal) affect public responses. The proposed model investigates how public perceptions of corporate support for LGBTQ+ diversity (PCSL), influenced by CSR level, affects two dimensions of corporate associations differently (corporate ability and CSR association), and consequently CSR responses (supportive communication intent, purchase intent, and corporate evaluation in this study). The role of perceived value-driven motivation as a mediator was also examined. An online experiment was conducted with two Fortune 500 companies (Dell and Kellogg's). Overall, the results suggest that proactive CSR leads to higher PCS-L and better CSR outcomes among the general public than a passive or refusal approach. PCS-L, directly and indirectly, affects individuals’ CSR associations, which are mediated by value-driven motives. In turn, CSR associations positively influence publics’ supportive communication intent, purchase intent and corporate evaluations. As for CA associations, we found that they had a rather complicated relationship with PCS-L. Specifically, PCS-L had a direct negative effect on CA associations (Dell) or no effect (Kellogg), indicating possible backlash effects. However, higher PSC-L resulted in more favorable perceived motives of the CSR program, driven by the company's moral grounds and corporate values, consequently resulting in greater CA associations (positive indirect impact). Thus, perceived value-driven motives can offset potential backlash effects related to CA associations and corresponding CSR outcomes.     

Staking reputation on stakeholders: How does stakeholders’ Facebook engagement help or ruin a company’s reputation?

The majority of studies in public relations continue to examine organization-public relationships from only the organization’s perspective, with few studies focusing on the other side of the communication loop: stakeholders. The current study takes the stakeholders’ perspective to investigate the relationship between active stakeholders’ online behavior and corporate reputation. Modeling 5-year longitudinal social media data, a content analysis was conducted for Fortune 500 companies in the context of Facebook. By examining stakeholders’ Facebook engagement at the two levels of shallow engagement and profound engagement, significant associations were discovered. Active stakeholders’ Facebook-based interactions as leaving positive or negative comments with a company are significant predictors of the company’s reputation score. The findings bring new insights to existing literature and also practical implications to public relations professionals.     

The interplay between post-crisis response strategy and pre-crisis corporate associations in the context of CSR crises

How should a company respond to a crisis that is related to its social responsibility by capitalizing on consumers’ existing corporate associations? To answer this question, the present study focuses on two primary types of corporate associations, corporate ability (CA) associations and corporate social responsibility (CSR) associations, and proposes two different types of response strategies that are association-based: CA strategy and CSR strategy. Drawing on the framework of CA-CSR, Expectancy Violation Theory, and information processing literature, this study examines whether and how these crisis response strategies interact with consumers’ pre-crisis associations and collectively influence consumer reactions in times of CSR crises. Results of two experiments render support for the predicted interaction effect. Furthermore, the results show that crisis response diagnosticity and novelty, as perceived by consumers with varied pre-crisis associations, serve as the underlying process explanations that drive the observed interaction effect. Theoretical contributions and practical implications of these results to crisis communication are also discussed.     

Exploring the role of CSR fit and the length of CSR involvement in routine business and corporate crises settings

This 2 × 2 experimental study examines the influence of CSR fit and the length of CSR involvement on corporate reputation and CSR skepticism in a routine business setting and crisis responsibility in a victim crisis. The study demonstrates a significant interaction between the two variables on the construction of corporate reputation. The length of CSR involvement is also found to influence people’s attribution of crisis responsibility in a crisis. By comparing corporate reputation and CSR skepticism before and after a crisis, the study further articulates the destructive power of crises. Theoretical and practical implications are discussed.     

Effects of issue ownership and issue obtrusiveness on corporate reputation at two Korean corporations

This study attempts to identify the effects of issue ownership of a corporation on its reputation, and the moderating effect of issue obtrusiveness. Two representative Korean corporations (Hyundai and SK) were selected and their reputations were measured. It was shown that a corporation, which owns issues that were perceived as important by publics, has a higher corporate reputation. There was no moderating effect of issue obtrusiveness on the relationship between issue ownership and corporate reputation; however, there was a possibility of issue obtrusiveness as an independent variable. Implication for public relations research and practice was discussed.     

Framing the corporate responsibility-reputation linkage: The case of Tata Motors in India

This study, focusing on the emerging economy context of one of India's largest automotive companies, Tata Motors, analyzes the thematic framing of corporate social responsibility (CSR) and corporate reputation. Five CSR frames are shown: institutionalization, community development, modernization, mainstreaming, and nation-building. Reputation is framed via: heritage, nationbuilding, technological advancement, global footprint, and responsibility. The findings suggest how firms may better align their CSR efforts with regular business, and their larger public relations campaigns with wider social perceptions of their responsibilities.     

The role of empathy in crisis communication: Providing a deeper understanding of how organizational crises and crisis communication affect reputation

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.     

Strategic communication of corporate social responsibility (CSR): Effects of stated motives and corporate reputation on stakeholder responses

This study examined stakeholder responses toward two communication strategies of CSR motives: stating both self- and society-serving motives or only society-serving motives. How the effect of stated motives differs by corporate reputation was studied as well. The study found that acknowledging a self-serving motive reduces skeptical attribution and enhances stakeholders’ favorable intent to support, seek employment with, invest in, and purchase from the company. Possible backlash effects were detected when companies with poor reputations emphasize only society-serving motives and omit self-serving motives.     

Restoring reputations in times of crisis: An experimental study of the Situational Crisis Communication Theory and the moderating effects of locus of control

This study attempts to provide empirical evidence for Coombs’ (2007) Situational Crisis Communication Theory (SCCT), which provides guidelines for matching crisis response strategies to crisis types to best restore organizational reputations in times of crisis. The impact of crisis type and crisis response strategies on perceptions of corporate reputation is measured for 316 consumers participating in a 3 (crisis type: victim crisis, accidental crisis, preventable crisis) × 3 (crisis response: deny strategy, diminish strategy, rebuild strategy) between-subjects experimental design. The results show that preventable crises have the most negative effects on organizational reputation and that the rebuild strategy leads to the most positive reputational restoration. Moreover, the more severe people judge a crisis to be, the more negative are their perceptions of the organization's reputation. The interaction effect between crisis type and crisis response strategies on corporate reputation is not significant. However, a person's locus of control has a moderating impact on the relationship between crisis response strategy and organizational reputation. Specifically, the results show that people with an external locus of control prefer the use of deny strategies more than people with an internal locus of control.     

U.S. Fortune 500’s stakeholders engagement during the COVID-19 pandemic: Evidence for proactive approaches

In times of a national crisis such as COVID-19, it is important for organizations to show that they are good corporate citizens. At the same time, organizations should carefully select the type of messages that resonate with stakeholders so as to reduce stakeholder skepticism. This study examines how U.S. Fortune 500 companies discussed their COVID-19 pandemic CSR actions on Facebook over 15 months and how the public responded to such messages. We identified three CSR themes: internal stakeholder proactive CSR, external stakeholder proactive CSR, and external stakeholder accommodative CSR. When publics engaged, external stakeholder proactive CSR was significantly associated with better behavioral engagement outcomes, more positive emotional engagement outcomes, and less negative emotions. However, such effects are moderated by industry type. Our findings inform public relations theory and practice and suggest that in times of major crises, organizations should prioritize proactive approaches to engage external stakeholders while being mindful of specific institutional contexts.     

Corporate social responsibility communication of Chinese and global corporations in China

This paper explored how leading Chinese and global companies operating in China communicate their corporate social responsibility (CSR) principles and practices to the Chinese stakeholders through a content analysis of these companies’ corporate websites. It was found that companies usually take one of the following three major approaches in their CSR communication: CSR as ad hoc public philanthropy, CSR as strategic philanthropy, and CSR as ethical business practices. Furthermore, this paper examined the effects of country of origin and industry on companies’ CSR communication and found that whether companies are targeting at businesses or consumers has a bigger impact on their CSR communication than whether they are Chinese or global. Finally, despite a tendency towards convergence, Chinese and global companies still present their CSR principles and practices differently because of their different relations with major Chinese and global stakeholders.     

CEO credibility,perceived organizational reputation,and employee engagement

The current study explores how corporate leadership influences the effectiveness of internal public relations by linking CEO credibility, employee evaluation of the organizational reputation, and employee engagement. An online survey of 157 employees from a Fortune 500 company shows that CEO credibility is positively associated with perceived organizational reputation and employee engagement. Perceived organizational reputation significantly and positively affects employee engagement. Employee perception of organizational reputation fully mediates CEO credibility impact on employee engagement.     

Understanding how corporate social responsibility partnership factors influence nonprofit supportive intentions

Public relations literature on corporate social responsibility (CSR) has long detailed the impact of CSR outcomes for corporations. This study seeks to understand how CSR influences the nonprofit partners involved in these initiatives and what types of CSR partnerships lead to nonprofit supportive intentions. This study merges perspectives on organization-public relationships (OPR) with nonprofit management literature. An online 2 (NPO reputation: low vs high) x 2 (partnership duration: short vs. long) x 2 (CSR fit: low vs. high) experiment was conducted. A few key factors emerged in the analysis: Positive nonprofit reputation strongly predicted all OPR outcomes and mission accomplishment. Unexpectedly, the short-duration condition led to more positive outcomes and intentions. Fit did not seem to have a direct effect on outcomes, but the high-fit, short-duration partnership led to increased levels of all outcomes. For mediation, satisfaction and commitment had the strongest indirect effects on nonprofit supportive intentions (donation, volunteer, and word-of-mouth). This study expands the understanding of CSR effects on nonprofit partners, specifically by showing how different CSR partnership types play a role in the relationship-building efforts of nonprofits. Additionally, demonstrating how mission accomplishment can strengthen these relationships helps to disentangle the unique position of nonprofits in CSR, whose reputation and mission are at stake.     

Conditioning effect of prior reputation on perception of corporate giving

Prior corporate reputation, one responsibility of a public relations department, affects public perceptions toward corporate philanthropic messages and ultimately affects public attitudes toward the company. Using an experiment that emulates the sort of news consumption individuals normally undertake, participants inferred corporate charitable giving as a mutually beneficial activity when a company had a good reputation (H1a). Participants inferred corporate charitable giving as a self-interested activity when the company had a bad reputation (H1b). Also, public inference (suspicion) successfully mediated corporate prior reputation on public attitude toward the company (H2). Participants showed positive attitude toward the company when they inferred the company had an altruistic motive for charitable giving (H3a). However, participants showed negative attitude toward the company when they inferred the company had a self-interested motive for charitable giving (H3b).     

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

This study seeks to contribute to the growing body of research in crisis communication by exploring how two types of empathy; cognitive empathy and affective empathy, affect organizational reputation and publics’ forgiveness for an organization that is in a crisis. An online three (crisis type: victim vs. accidental vs. preventable) × two (response strategy: rebuilding vs. denial) between-subjects experiment was conducted with 648 participants (N = 648) recruited through Amazon’s research tool MTurk. The results of the study reveal that crisis type affects both cognitive and affective empathy and people are more likely to feel empathetic toward an organization that uses rebuilding strategies than an organization that denies the existence of a crisis. Theoretical and practical implications of empathy on corporate reputation and forgiveness are discussed.     

The influence of culture and infrastructure on CSR and country image: The case of Kuwait

The study examined how CSR is practiced in Kuwait, a country in an understudied region of the world, and considered the impact of the political and economic structure of a country on CSR practices. Semi-structured interviews with a purposive sample of communication executives found strong cooperation between the public and private sectors in Kuwait for CSR projects and for promoting country image, related to the sociocultural context of the country. Kuwaiti corporations associate themselves with the country of Kuwait when engaging in CSR activities in other countries and have a strong sense of corporate citizenship that reflects the collectivistic culture. Understanding CSR in different societal and cultural contexts and how it can affect country image is important for global public relations scholarship as well as for successful business practice.     

Examining the interplay of an organization's prior reputation,CEO's visibility,and immediate response to a crisis

In one of only a few crisis communication research studies taking a relational approach, examining the effects of a company's prior reputation in publics’ responses to a given crisis situation, Lyons and Cameron (2004) found that both reputation and response profoundly affected publics’ attitude and behavioral intentions toward an organization involved in a crisis situation, using hypothetical, fictitious organizations and crises. Using actual organizations and crises, our research team designed a 2 (reputation: good vs. bad) × 2 (crisis response: apologetic vs. defensive) × 2 (CEO visibility in immediate crisis response: visible vs. invisible) within-subjects experiment (N = 102) to examine the variances in stakeholders’ attitudes and behavioral intentions toward a company after being exposed to online video that delivered a corporate crisis response. Findings were counter-intuitive: a defensive response to a crisis is as acceptable to crisis stakeholders as an apologetic response if the CEO is visible (or audible) in the response and if the pre-crisis company-stakeholder reputation is positive. Good reputation, defensive crisis response and CEO visibility in immediate response to a crisis resulted in the best stakeholder attitudes and purchase intentions.