Please use this identifier to cite or link to this item:
https://ah.lib.nccu.edu.tw/handle/140.119/121232
題名: | Facial Expressions and Verbal Response Strategies in Postcrisis Communication | 作者: | Yao, Hui-Chung 賴裕濱 Lai, Yu-Bin |
貢獻者: | 企博學一 | 關鍵詞: | emotional crisis communication; crisis response; facial expression; emotion; reputation; communication management | 日期: | 2019 | 上傳時間: | 6-Dec-2018 | 摘要: | This study explores how a spokesperson’s facial expressions and verbal response strategies affect participants’ evaluations of an organization’s crisis communication responses. Using a between-subjects experiment with Taiwanese participants, the study investigates the effects of congruence and incongruence between an organization’s emotional and verbal responses on participants’ perceptions of the acceptability of its crisis response. The findings suggest that an organization’s emotional response should be congruent with its verbal response strategy in order to enhance the audience’s acceptance of its crisis response and in turn protect its reputation. | 關聯: | Journal of Business and Technical Communication, Vol. 33, No.1, pp.91-pp.111 | 資料類型: | article | DOI: | http://dx.doi.org/10.1177/1050651918798674 |
Appears in Collections: | 期刊論文 |
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