Surviving a Crisis: How Crisis Type and Psychological Distance Can Inform Corporate Crisis Responses

This research examines how one’s construal level of a crisis differs by crisis type, and how the interplay of crisis type (self-threatening vs. society-threatening) and apology appeal type (emotional vs. informational) impacts the effectiveness of apology messages in a corporate crisis context. Find...

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Bibliographic Details
Published in:Journal of business ethics 2021-02, Vol.168 (4), p.795-811
Main Authors: Lee, So Young, Sung, Yoon Hi, Choi, Dongwon, Kim, Dong Hoo
Format: Article
Language:English
Subjects:
Apologies
Business
Business and Management
Business Ethics
Communication
Construal
Consumers
Corporatism
Crises
Education
Effectiveness
Ethics
Management
Management of crises
Original Paper
Philosophy
Psychological aspects
Public relations
Purchase intention
Quality of Life Research
Social norms
Society
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Summary:This research examines how one’s construal level of a crisis differs by crisis type, and how the interplay of crisis type (self-threatening vs. society-threatening) and apology appeal type (emotional vs. informational) impacts the effectiveness of apology messages in a corporate crisis context. Findings indicate that one’s mental construal toward a crisis varies by crisis type, with a self-threatening crisis leading to a lower level of construal than a society-threatening one. Findings further suggest that in a society-threatening crisis condition, an informational apology was more effective than an emotional one. However, in a self-threatening crisis condition, there was no significant difference between two different message types. These findings offer valuable guidelines for developing effective crisis response strategy.
ISSN:0167-4544
1573-0697
DOI:10.1007/s10551-019-04233-5