The Role of CSR in Crises: Integration of Situational Crisis Communication Theory and the Persuasion Knowledge Model

Ham, Chang Dae; Kim, Jeesun

doi:10.1007/s10551-017-3706-0

Cited by 101 publications

(99 citation statements)

References 75 publications

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“…Yet, one of the common communication approaches to crisis involves the illumination of corporate social responsibility (CSR) ( Kucukusta et al, 2019 ; Schultz et al, 2013 ). The CSR-based crisis response message, however, is “a communicative event as well as a symbolic resource that enables [stakeholders] to perceive the organization’s genuine responsibility for a particular crisis and thereby formulate their responses to it” ( Ham and Kim, 2019, p. 335 ). As we shall delve further into the CSR literature below, it will become clear how CSR can represent a scaffold from which to construct mutually beneficial exchanges between a firm and its stakeholders.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…The media is a crucial communication channel that affords organizations opportunity to propagate their agendas and goals (e.g., improved corporate image and enhanced customer-employee relationships) through CSR ( Ham and Kim, 2019 ). Yet, CSR raises the question of how favorable media coverage would develop in the hospitality industry given that many sectors (e.g., airline, restaurant, and casinos) are subjected to stringent regulations.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

“…In other words, different CSR communication protocols should be crafted based upon the various nature of the crisis (e.g., to cope with, to mitigate, to confront, to instill confidence, etc.) ( Ham and Kim, 2019 ). Such an approach may require careful scrutiny of the development of a crisis, along with mindful examination of changes to CSR strategies.…”

Section: Theoretical Backgroundmentioning

confidence: 99%

See 2 more Smart Citations

The coevolutionary process of restaurant CSR in the time of mega disruption

Wong

Huang

2021

International Journal of Hospitality Management

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Highlights This study unravels the coherence between the impacts of the COVID-19 crisis and CSR that work in tandem to alleviate stakeholders’ plight. It further explores the crisis-fostering environment and how organizations respond to the different phrases of a crisis. It improvises the CSR-as-process view to highlight the time-variant dynamic nature of CSR development over the course of major disruption. It develops a new model that illustrates the coevolution of CSR in light of extenuating circumstances stakeholders face.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

Section: Theoretical Backgroundmentioning

confidence: 99%

See 1 more Smart Citation

The coevolutionary process of restaurant CSR in the time of mega disruption

Wong

Huang

2021

International Journal of Hospitality Management

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“…To operationalize the reactions of customers to CSIR, we focus on two important customer outcomes of buying situations, purchase intention (PI) and the intention to engage in negative word-of-mouth (nWOM) (Maxham & Netemeyer, 2003). Two unique characteristics distinguish nWOM from purchase intentions, the effect of nWOM tends to last longer and nWOM is a potential source of information (Ham & Kim, 2017). Hence, nWOM can have tremendous consequences and may affect the purchase decisions of not only a supplier's existing, but also potential customers (Ferguson & Johnston, 2011;Money, Gilly, & Graham, 1998).…”

Section: Assimilation and Contrast Effects Subsequent To Csirmentioning

confidence: 99%

Decision-making in supply risk and supply disruption management

Merath

2020

Supply Management Research

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First of all, I would like to express my sincere gratitude to my supervisor Prof. Dr. Christoph Bode. Christoph taught me everything I needed to know about conducting research and presenting one's work in an adequate fashion. He provided valuable feedback and guidance throughout the time I spent at his Chair. Most importantly, I highly appreciate the positive and goal-oriented working atmosphere Christoph established right from the beginning. This fostered productivity and progress regarding my work on the dissertation. Moreover, I could always rely on Christoph regarding issues that extended beyond the usual work-related matters. Special thanks go to my colleagues, especially Michael Westerburg and Sebastian Gehrlein, for valuable discussions, fun lunch breaks, and the distractions from the daily work. In addition, I would like to thank and Helke Naujok and Judith Fuhrmann. Furthermore, I owe a deep debt of gratitude to my parents, Esther and Franz, my fiancée, Danica, and my brother, Janosch. I could always rely on their support and suggestions. Finally, an exciting part of the time I spent working on the dissertation has been made possible by John R. Macdonald and Lynn M. Shore who invited me to Colorado State University (Fort Collins, Colorado). John provided excellent advice on chapter 2 of this dissertation and played a decisive role in making my stay in Fort Collins a great experience.

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“…The underlying idea behind SCCT is that corporations should strategically respond to a crisis situation based on an understanding of how the public attributes responsibility for the crisis. If the public perceives a crisis to be more intentional then, they attribute more responsibility to an organization and vice versa [28] SSCT is used to test different crisis response strategies. SCCT is audience-oriented theory and still developing [20].…”

Section: Crisis Management Theoriesmentioning

confidence: 99%

Crisis Management: A Historical and Conceptual Approach for a Better Understanding of Today’s Crises

Zamoum¹,

Gorpe²

2018

Crisis Management - Theory and Practice

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We argue that the basic and contemporary concepts related to crisis management, especially in the communication field, share some similarities with what was practiced in ancient civilizations such as the importance of direct contact between the leadership and the public. Other similarities include the accurate diagnosis of the real causes of the crisis, the forbiddance of the dissemination of false news and the reassurance of the public opinion that there is a solution to the crisis, a sound management decision, and a good plan for its implementation. We link the past time crises to the contemporary era, providing a comparison framework. The history of crisis tends to show us that the study of crisis management cannot be linked to a specific civilization or era, especially when humanity had witnessed multiple and complex environmental, political, economic, and military crisis. Moreover, some of the problems and complex issues in the modern era are rooted in history. Thus, many geopolitical crises nowadays are the result of old causes. The study of crisis management from an academic point of view should be a multifaceted analysis, including a historical, a cultural, and an anthropological one, which determines the course of evolution and consequences of the crisis.

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The Role of CSR in Crises: Integration of Situational Crisis Communication Theory and the Persuasion Knowledge Model

Cited by 101 publications

References 75 publications

The coevolutionary process of restaurant CSR in the time of mega disruption

The coevolutionary process of restaurant CSR in the time of mega disruption

Decision-making in supply risk and supply disruption management

Crisis Management: A Historical and Conceptual Approach for a Better Understanding of Today’s Crises

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