“We are deeply ashamed and sad, or aren’t we?” The effects of expressed emotions in the organisational statement on the organisation’s reputation and perceived integrity in various types of crises .
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2017-08-15
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en
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To date, the effects of expressed emotions in crisis communication have received little attention. It has not been examined whether such expressions of emotions in various types of crisis impact on an organisation’s reputation and perceived integrity. It was hypothesised that expressing emotions in a preventable crisis would lead to a more favourable reputation and a higher level of perceived integrity of an organisation than when emotions were absent, whereas the absence of emotions in an unpreventable crisis would lead to a more favourable reputation and higher level of perceived integrity than when emotions were expressed. In a 2x2 between-subjects experiment, the effects of the expression of emotions in two types of crises, preventable crisis and unpreventable crisis, on the organisation’s reputation and perceived integrity were investigated. Results showed no significant difference between the expression or absence of emotions in the two types of crises on reputation and perceived integrity.
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