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The Organization-Public Relationship and Crisis Communication: The Effect of the Organization-Public Relationship on Publics’ Perceptions of Crisis and Attitudes Toward the Organization

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Abstract:

The purpose of this study was to examine the effect of organization-public relationships on publics’ perceptions of a crisis and attitudes toward an organization in crisis. This study used a quasi-experimental, between-subjects design in which 262 participants were exposed to a fictitious crisis case at their university and the university’s four different crisis-response strategies. The results of a two-way ANOVA revealed that regardless of the level of relationship, publics in the internal cause group were more likely to attribute responsibility to the organization than were those in the external cause group. A three-way MANOVA found the unique effects of relationship, crisis responsibility, and the type of crisis-response strategy on attitudes toward the organization in the crisis, but two-way and three-way interactions among these predictor variables were not significant. The findings suggest that the cultivation of relationships with publics, as well as the effective use of crisis-response strategies, is an essential part of successful crisis management.

Most Common Document Word Stems:

crisi (255), organ (195), relationship (190), respons (186), public (173), strategi (90), attribut (72), coomb (67), relat (63), support (54), effect (54), particip (52), behavior (50), group (45), caus (44), toward (42), communic (41), attitud (40), causal (40), intern (39), favor (39),

Author's Keywords:

Organization-public relationships, Crisis communication, Causal attribution, Crisis responsibility, Crisis-response strategies
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Name: International Communication Association
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http://www.icahdq.org


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MLA Citation:

Park, Hyojung. and Reber, Bryan. "The Organization-Public Relationship and Crisis Communication: The Effect of the Organization-Public Relationship on Publics’ Perceptions of Crisis and Attitudes Toward the Organization" Paper presented at the annual meeting of the International Communication Association, TBA, Montreal, Quebec, Canada, May 21, 2008 <Not Available>. 2017-09-25 <http://citation.allacademic.com/meta/p233171_index.html>

APA Citation:

Park, H. and Reber, B. H. , 2008-05-21 "The Organization-Public Relationship and Crisis Communication: The Effect of the Organization-Public Relationship on Publics’ Perceptions of Crisis and Attitudes Toward the Organization" Paper presented at the annual meeting of the International Communication Association, TBA, Montreal, Quebec, Canada Online <APPLICATION/PDF>. 2017-09-25 from http://citation.allacademic.com/meta/p233171_index.html

Publication Type: Conference Paper/Unpublished Manuscript
Abstract: The purpose of this study was to examine the effect of organization-public relationships on publics’ perceptions of a crisis and attitudes toward an organization in crisis. This study used a quasi-experimental, between-subjects design in which 262 participants were exposed to a fictitious crisis case at their university and the university’s four different crisis-response strategies. The results of a two-way ANOVA revealed that regardless of the level of relationship, publics in the internal cause group were more likely to attribute responsibility to the organization than were those in the external cause group. A three-way MANOVA found the unique effects of relationship, crisis responsibility, and the type of crisis-response strategy on attitudes toward the organization in the crisis, but two-way and three-way interactions among these predictor variables were not significant. The findings suggest that the cultivation of relationships with publics, as well as the effective use of crisis-response strategies, is an essential part of successful crisis management.


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Calling Dr. Jekyll, Not Mr. Hyde: Effects of Bridging Strategy on Relational Outcomes, Perceptions, and Supportive Communication Behaviors by Staunch and Hostile Publics


 
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