Examining organization‐public relationships in crises: A thematic meta‐analysis of updated literature from 1997 to 2019

Abstract

In crises, relationships between organizations and publics are under pressure. Building or managing relationships in crises has attracted heated discussions among scholars in the field of public relations and business communication over the past few decades. To provide an updated systematic analysis of this area, this study presents a review of 131 published journal articles from 1997 to 2019. Findings identified theoretical and methodological trends in current relationship management research in crises. In addition, five themes of relationships in crises were demonstrated. These included the antecedents, outcomes, mediating/moderating role, networks and the process of relationships. Results also indicated that crisis communication strategies, crisis types and prior crisis history were key precursors of (re-)building relationships in the literature. Theoretical and practical implications were discussed.

A silver lining to a busted forecast? Building relationships after the storm through humanising messages

“…The goal of quiet weather communication is to build strong disaster organisation‐public relationships. Building from the public relations literature on organisation‐public relationships (OPRs), disaster OPRs refer to the relationships that government organisations need to build with various social actors, including other organisations and community members, to adequately prepare and respond to disasters (Cheng et al, 2022; Cheng, 2018; B. Liu et al, 2022; W. Liu & Ni, 2022). Healthy disaster OPRs are characterised by high levels of trust, satisfaction, control mutuality, and commitment (e.g., B. Liu & Atwell Seate, 2021).…”

The Trust Factor: A Comprehensive Review of Antecedents and Their Role in Shaping Online Purchase Intentions

“…The research conducted in the current study focusing on trust and online purchases in e-commerce presents a notable research gap in comparison to the previously mentioned studies. While Paluri & Mishal (2020) delved into trust and commitment in supply chain management, Roach (2019) explored adolescent friendship in nursing research, Antonytheva et al (2021) investigated professional intimacy in nursing practice, and Cheng et al (2022) examined relationship management in crises, the current research stands out in its scope and focus. While the prior studies primarily centered around conceptualizing and defining trust-related concepts within their respective domains, the current research uniquely explores the direct impact of trust on consumer buying decisions in the context of e-commerce.…”

Independence, trust, and loyalty. The county governor's coordination of public and voluntary resources in crises in Norway

“…When dealing with emergencies and crises, the need to build on previous experiences, particularly those gained locally, is widely acknowledged (Boin et al, 2017, p. 104; Cheng et al, 2021). In a case study of disaster decision‐making, the authors find that it is necessary to supply the recognition‐primed decision model with decision‐making expertise (Crandall & Getchell‐Reiter, 1993; Curning et al, 2020).…”