Moving forward: The effectiveness of online apologies framed with hope on negative behavioural intentions in crises

Uncertainty management in organizational crisis communication: the impact of crisis responsibility uncertainty and attribution-based emotions on publics' further crisis information seeking

“…This typology of crisis emotions explains and helps predict how publics' attribution of organizational crisis responsibility impacts their subsequent emotional responses to the crisis and involved parties. Since perception of uncertainty can trigger publics' emotional responses (Liu et al, 2016;Griffin et al, 2008;Xiao et al, 2020), this study further posited that attribution-based crisis emotions (both EAD and IAD) can be triggered by perceived crisis responsibility uncertainty, which can impact publics' further crisis responses such as further crisis information seeking.…”

“…Meantime, some other scholars argued that uncertainty is not always bad or negative. According to uncertainty management theory (Babrow et al, 2000), people can positively, neutrally or negatively perceive uncertainty depending on how they differently experience uncertainty (Liu et al, 2016), which confluences with arguments from previous studies that variances in individuals' uncertainty experiences regarding a situation can trigger different emotional responses (Liu et al, 2016;Griffin et al, 2008;Xiao et al, 2020). The connection between uncertainty and negative emotions has been found by studies of terrorism disasters (e.g.…”

“…Crisis uncertainty is multi-faceted, including publics' uncertainty of crisis severity and crisis responsibility, two of the key crisis factors as identified by the situational crisis communication theory (SCCT) (Coombs, 2007). Several recent studies have focused on the crisis severity uncertainty aspect and found that publics' uncertain perception of how severe a crisis was evoked, their negative emotional responses, such as feelings of insecurity, as well as various behavioral outcomes, such as spreading negative word of mouth (Liu et al, 2016;Griffin et al, 2008;Xiao et al, 2020). Yet, the impact of publics' crisis responsibility uncertainty (whether and how much an organization is responsible for causing the crisis situation), which can be caused by conflicting crisis attributions or even false responsibility accusations (Coombs, 2015;Jin et al, 2020) and create misinformation crisis on top of an existing organizational crisis (Jin et al, 2020) remains unknown.…”

“…Among different facets of crisis uncertainty, scholars recently examined publics' uncertainty about crisis severity and uncovered its threat to organizational crisis communication efforts, including lowered public trust and negative reputation (Xiao et al, 2020). However, the impact of uncertainty regarding an organization's crisis responsibility (e.g.…”

Effect of Serendipity in an Encounter on Purchase Intention of Unexpected Products

“…Uncertainty is always an important factor affecting consumers’ perception of risk. Xiao et al (2020) found that people are cautious in expressing a high level of hope when they perceive risk, because such expectation may lead to more negative behavioral intentions.…”