Getting emotional: An emotion-cognition dual-factor model of crisis communication

@article{Lu2017GettingEA,
  title={Getting emotional: An emotion-cognition dual-factor model of crisis communication},
  author={Yuanhang Lu and Yi-Hui Christine Huang},
  journal={Public Relations Review},
  year={2017},
  volume={44},
  pages={98-107}
}
Abstract The effect of emotional experience on cognitive processes is an under-explored phenomenon in crisis communication research, despite indications of the increasing importance of emotion-based communication in the digital era. Emerging evidence indicates that the emotional experiences of publics play a critical role during organizational crises and determine the degree to which organizations are able to successfully devise communications that help them deal with such crises. Yet no… Expand

Figures from this paper

The power of empathy: the dual impacts of an emotional voice in organizational crisis communication
ABSTRACT This study examines how sadness, expressed through the voice of a CEO of an organization in crisis, affects the public's perceptions in times of crisis. A first experiment shows that a sadExpand
Over-emoting and perceptions of sincerity: Effects of nuanced displays of emotions and chosen words on credibility perceptions during a crisis
Abstract This study focuses on understanding how words and discrete facial emotions influence credibility perceptions of both prepared statements and spontaneous question and answer sessions. WeExpand
The impact of expressing mixed valence emotions in organizational crisis communication on consumer’s negative word-of-mouth intention
Abstract This paper examines the impact of expressing different discrete emotions with a mixed valence (anger and hope) in organizational crisis communication on negative word-of-mouth on socialExpand
Within- and between-person(s) emotional reactions toward crisis communication
PurposeThe study sought to explore how people's negative emotions change in a crisis situation when they get to know about the crisis and the corporate's socially responsible activities afterExpand
Travelers’ emotional experiences during the COVID-19 outbreak: The development of a conceptual model
Abstract This research proposes a general conceptual framework of individuals' emotional experiences during crises by reviewing the existing literature. The framework includes two different stages ofExpand
Determinants of public attitude towards a social enterprise crisis in the digital era: Lessons learnt from THINX
Abstract This study examines how the perceived locus of crisis cause, controllability, and adherence to social mission are associated with public attitude in the context of a social enterprise crisisExpand
Telling the tale: the role of narratives in helping people respond to crises
ABSTRACT During public health crises like infectious disease outbreaks, news media and governments are responsible for informing the public about how to protect themselves. A large body of healthExpand
Emotions in Twitter communication and stock prices of firms: the impact of Covid-19 pandemic
TLDR
The study provides a detailed analysis of constituent positive (happiness) and negative (anger, fear, and sadness) emotions in organizational tweets and their association with stock prices of firms. Expand
Gives you wings or not? Exploring the impact of viewers’ responsibility attribution and surprise on their attitude, identification and trust
The purpose of this paper is to explore the impact of critical, journalistic documentaries on viewers. More precisely, it investigates the effects of responsibility attribution and surprise onExpand
Influence of pre-crisis reputation and COO on diminishing a product-harm crisis
This paper aims to report the results of an experiment undertaken to investigate the effect of country of origin (COO) in shielding the company’s image and retaining the trust and supportiveExpand
...
1
2
...

References

SHOWING 1-10 OF 95 REFERENCES
Reasoning through emotion: An explication and test of a cognitive-functional model for the effects of discrete negative emotions on information processing, attitude change, and recall
Drawing from cognitive response models of persuasion, functional emotion theories, and theoretical and empirical work on the influence of message-relevant and message-irrelevant affect on attitudes,Expand
Emotional crisis communication
Organizational crises are usually highly emotional experiences for both organizations and stakeholders. Hence, crisis situations often result in emotionally charged communication between the twoExpand
An Exploratory Study of Stakeholder Emotions: Affect and Crises
This manuscript reports an exploratory investigation to integrate emotions into the study of post-crisis communication. Using the discussion of the role of affect in Attribution Theory, the researchExpand
Emotions Matter in Crisis
TLDR
It is revealed that emotional news frames (anger-inducing vs. sadness-inducing) affect people’s emotional response to a corporate crisis such as a cell phone battery explosion accident, and the advantage of emotional appeals was found contingent on how the crisis was previously framed by the media. Expand
Toward a Publics-Driven, Emotion-Based Conceptualization in Crisis Communication: Unearthing Dominant Emotions in Multi-Staged Testing of the Integrated Crisis Mapping (ICM) Model
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 IntegratedExpand
Beyond valence: Toward a model of emotion-specific influences on judgement and choice
Most theories of affective influences on judgement and choice take a valence-based approach, contrasting the effects of positive versus negative feeling states. These approaches have not specified ifExpand
The influence of affect on higher level cognition: A review of research on interpretation, judgement, decision making and reasoning
In this paper, we examine whether affect influences higher level cognitive processes. We review research on the effect of emotion on interpretation, judgement, decision making, and reasoning. In allExpand
Framing Emotional Response
Framing studies typically are concerned with how people's opinions are affected by opposing ways of presenting, or framing, an issue or event. This paper investigates whether different frames alsoExpand
Exploring the Framing Effects of Emotion
TLDR
Evidence that fear and anger can differentially affect information accessibility, desired information seeking, and policy preference is offered, though these effects may be contingent on schema development. Expand
Appraisal processes in emotion: Theory, methods, research.
Appraisal theory has become one of the most active aproaches in the domain of emotion psychology. The appraisal process consists of the subjective evaluation that occurs during the individual'sExpand
...
1
2
3
4
5
...