A theoretical framework is developed to explain the mechanisms that underlie the effectiveness of matching post-crisis 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 post-crisis communication strategy and sympathy and through it on consumers’ attitudinal and behavioral responses.

Company post-crisis communication strategies and the psychological mechanism underlying consumer reactions / Grappi, Silvia; Romani, Simona. - In: JOURNAL OF PUBLIC RELATIONS RESEARCH. - ISSN 1062-726X. - STAMPA. - 27:1(2015), pp. 22-45. [10.1080/1062726X.2014.924839]

Company post-crisis communication strategies and the psychological mechanism underlying consumer reactions

GRAPPI, Silvia;
2015

Abstract

A theoretical framework is developed to explain the mechanisms that underlie the effectiveness of matching post-crisis 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 post-crisis communication strategy and sympathy and through it on consumers’ attitudinal and behavioral responses.
2015
13-gen-2015
27
1
22
45
Company post-crisis communication strategies and the psychological mechanism underlying consumer reactions / Grappi, Silvia; Romani, Simona. - In: JOURNAL OF PUBLIC RELATIONS RESEARCH. - ISSN 1062-726X. - STAMPA. - 27:1(2015), pp. 22-45. [10.1080/1062726X.2014.924839]
Grappi, Silvia; Romani, Simona
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11380/1012721
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