The Effects of Crisis Response Strategies on Relationship Quality Outcomes

Abstract

This study investigated the effects of crisis response strategies on the attribution of an organization's crisis responsibilities and relationship quality outcomes and determined the linkages among relationship quality outcome indicators. This study found that none of the tested crisis response strategies were helpful in reducing public blame surrounding the featured organization's responsibility in the crisis. This study also found that the presence of crisis itself tends to negatively affect the relationship quality and that the publics examined were not influenced by the use of crisis response strategies. Keywords public relations, organizational communication, crisis managementSince crises strain organization-public relationships (OPRs), it is essential to cultivate and maintain pre-crisis ties (Coombs, 2007a;Fearn-Banks, 2007). An organization's efforts to cultivate relationships with its publics can influence how those publics perceive both the crisis and the organization involved. These relationships shape how organizations will respond during and after a crisis. Coombs (2000) developed a proposed framework for applying the relational paradigm to crisis communication using attribution theory, the basis for his Situational Crisis Communication Theory (SCCT). Since Coombs's contribution, scholars have continued to expand the theoretical basis behind the relational approach to crisis communication (e.g., Lee, 2007;Taylor, 2007).

Organizational Learning: An Assessment of its Impact on Crisis Management in the United Arab Emirates

“…In the organizational context, the most important goals are to recover the business, elevate the practicality of plan development effort and tailored to the organizational strategy and goals. This sort of strategies consists of business impact analysis, emergency management planning, implementing notification and monitoring systems, usage of media relation campaigns, and stakeholders, customers and employees knowledge and communications (Ki & Brown, 2013;Taneja et al, 2014).…”

Organisational Innovations in Crisis Management of Project-Based Enterprises

“…In the literature regarding a project-as-practice approach, the research on communication inside a project team and other project stakeholders was conducted, and crisis response strategies on exchange information were created (Ki & Brown, 2013). In general, the project-as-practice approach is one of the fastest developing research streams in project management.…”

Durumsal Kriz İletişimi Teorisi Çerçevesinde Örgüt-Kamu İlişkisinin ve Kriz Tepki Stratejilerinin Sorumluluk Atfetme Düzeyine ve Örgütsel İtibar Algısına Etkileri

“…Çalışma kapsamında daha önceki benzer araştırmalarda tercih edildiği gibi (örneğin Ki ve Brown, 2013;Brown ve White, 2011;Park ve Reber, 2011) anket ve yarı deneysel yöntem türlerinden olan farklı bireylerin, farklı deney gruplarına seçildiği ve böylece farklı deney koşullarına tabi tutulduğu bir deneysel tasarım türü olan denekler arası araştırma deseni kullanılmıştır.…”