Company post-crisis communication strategies and consumer responses

What is it about?

This paper develops a theoretical framework to explain the mechanisms that underlie the effectiveness of matching post-crisis communication strategies to the crisis types on relevant consumer reactions.

Featured Image

Why is it important?

In this paper, two studies are conducted regarding an actual crisis case (i.e., the Costa Concordia shipwreck on 2012). Study 1 shows more favorable consumer reactions to a company when confession strategy and preventable crisis are matched. The results verify that consumers’ emotions of anger and sympathy play a mediating role. Study 2 demonstrates corporate reputation’s moderating role on the link between post-crisis communication strategy and sympathy and through it on consume