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Effects of Emotional Words in Crisis Communication Response Messages on an Organization's Trust, Perceived Credibility and Public's Behavior Intent.

Record Type:	Language materials, manuscript : Monograph/item
Title/Author:	Effects of Emotional Words in Crisis Communication Response Messages on an Organization's Trust, Perceived Credibility and Public's Behavior Intent./
Author:	Lovins, Jason H.
Description:	1 online resource (155 pages)
Notes:	Source: Dissertation Abstracts International, Volume: 79-04(E), Section: A.
Contained By:	Dissertation Abstracts International79-04A(E).
Subject:	Mass communication. -
Online resource:	click for full text (PQDT)
ISBN:	9780355360462

Effects of Emotional Words in Crisis Communication Response Messages on an Organization's Trust, Perceived Credibility and Public's Behavior Intent.
Lovins, Jason H.

Effects of Emotional Words in Crisis Communication Response Messages on an Organization's Trust, Perceived Credibility and Public's Behavior Intent. - 1 online resource (155 pages)

Source: Dissertation Abstracts International, Volume: 79-04(E), Section: A.

Thesis (Ph.D.)--Ohio University, 2017.

Includes bibliographical references

Public Relations practitioners continually seek optimal tools to help restore relationships with stakeholders following a crisis that erodes organizational image. A few studies have considered the insertion of emotional language in crisis communication response (CCR) but with some challenges to external validity. Persuasion research also suggests that emotional appeals can more effectively move an audience toward a change in attitude and behavior if certain emotion-driven expectations are met. Supported by premises in image restoration, situational crisis communication and attribution theories, the present study tested the effects of inserting emotional language in a CCR following a crisis in which the organization was considered likely at fault. Overall support for the use of CCRs was demonstrated, and the use of emotional language in changing audience trust and perceived credibility of the company was supported when the audience reported a strong emotional state of sadness without strong anger. Behavioral intention was also tested but not supported. Implications for PR practitioners and suggestions for future research are discussed.

Electronic reproduction.
Ann Arbor, Mich. :
ProQuest,
2018

Mode of access: World Wide Web

ISBN: 9780355360462Subjects--Topical Terms:

1179310
Mass communication.
Index Terms--Genre/Form:

554714
Electronic books.

Effects of Emotional Words in Crisis Communication Response Messages on an Organization's Trust, Perceived Credibility and Public's Behavior Intent.
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500 $a Source: Dissertation Abstracts International, Volume: 79-04(E), Section: A.
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504 $a Includes bibliographical references
520 $a Public Relations practitioners continually seek optimal tools to help restore relationships with stakeholders following a crisis that erodes organizational image. A few studies have considered the insertion of emotional language in crisis communication response (CCR) but with some challenges to external validity. Persuasion research also suggests that emotional appeals can more effectively move an audience toward a change in attitude and behavior if certain emotion-driven expectations are met. Supported by premises in image restoration, situational crisis communication and attribution theories, the present study tested the effects of inserting emotional language in a CCR following a crisis in which the organization was considered likely at fault. Overall support for the use of CCRs was demonstrated, and the use of emotional language in changing audience trust and perceived credibility of the company was supported when the audience reported a strong emotional state of sadness without strong anger. Behavioral intention was also tested but not supported. Implications for PR practitioners and suggestions for future research are discussed.
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