Crisis response strategy manipulation: A systematic review and a test of nuances

Zhou, ZY (通讯作者),Bentley Univ, 175 Forest St, Waltham, MA 02452 USA.
2022-9
Although testing the effectiveness of crisis response strategies has been a prominent topic in crisis communication research, studies have rarely addressed whether the manipulation of these strategies accurately reflects their theoretical definitions in experiments. Through a systematic review, this study first identified nuances in the manipulation of apology, diminishing, and scapegoating strategies. The study then tested the effect of the variation of the same strategy on the public's responses using three experiments. The findings revealed that an explicit apology was more effective than an implicit apology, while an apology with corrective action was even more effective than an apology alone. Internal scapegoating significantly harmed an organization compared to external scapegoating. Following the results of the study, researchers are encouraged to review their crisis response strategy manipulations to ensure the internal validity of experimental studies in crisis communication.
PUBLIC RELATIONS REVIEW
卷号:48|期号:3
ISSN:0363-8111|收录类别:SSCI
语种
英语
来源机构
Bentley University; University of North Carolina; North Carolina A&T State University; University of Alabama System; University of Alabama Tuscaloosa
被引频次(WOS)
0
被引频次(其他)
0
180天使用计数
8
2013以来使用计数
20
EISSN
1873-4537
出版年
2022-9
DOI
10.1016/j.pubrev.2022.102208
学科领域
循证经济学
关键词
Systematic review Manipulation Manipulation check Experiment Crisis response
WOS学科分类
Business Communication