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Full-Text Articles in Organizational Behavior and Theory
Repairing An Organization’S Image In Times Of Crises: What Strategies To Use When?, Augustine Pang, Benjamin Meng-Keng Ho, Nuraini Malik
Repairing An Organization’S Image In Times Of Crises: What Strategies To Use When?, Augustine Pang, Benjamin Meng-Keng Ho, Nuraini Malik
Research Collection Lee Kong Chian School Of Business
The image repair theory has been described as the “dominant paradigm for examining corporate communication in times of crises” (Dardis & Haigh, 2009, p. 101). While the theory, which posits five major strategies and 14 sub-strategies, has been applied extensively, a fundamental question remains: What strategies should be used when? Through meta-analysis of the image repair studies, we examine the persuasiveness/effectiveness in the use of different strategies. This study addresses the call by Haigh and Brubaker (2010) to conduct more studies to understand the use of strategies across different crisis types with a view to providing a template to equip …
Toward A Publics-Driven, Emotion-Based Conceptualization In Crisis Communication: Unearthing Dominant Emotions In Multi-Staged Testing Of The Integrated Crisis Mapping (Icm) Model, Yan Jin, Augustine Pang, Glen T. Cameron
Toward A Publics-Driven, Emotion-Based Conceptualization In Crisis Communication: Unearthing Dominant Emotions In Multi-Staged Testing Of The Integrated Crisis Mapping (Icm) Model, Yan Jin, Augustine Pang, Glen T. Cameron
Research Collection Lee Kong Chian School Of Business
To better understand not only the minds, but also the hearts of key publics, we have developed a more systemic approach to understand the responses of audiences in crisis situations. The Integrated Crisis Mapping (ICM) model is based on a publics-based, emotion-driven perspective where the publics' responses to different crises are mapped on 2 continua, the organization's engagement in the crisis and primary publics' coping strategy. This multistage testing found evidence that anxiety was the default emotion that publics felt in crises. The subsequent emotions felt by the publics varied in different quadrants involving different crisis types. As far as …