Facial Expressions and Verbal Response Strategies in Postcrisis Communication

Journal of Business and Technical Communication Jan 2019 OA PDF

Facial Expressions and Verbal Response Strategies in Postcrisis Communication

Hui-Chung Yao Kaohsiung Medical University ; Yu-Bin Lai National Chengchi University

Abstract

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.

Journal: Journal of Business and Technical Communication
Published: 2019-01-01
DOI: 10.1177/1050651918798674
Open Access: OA PDF Bronze
Topics: affect and writing

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Cites in this index (1)

Yum et al. (2015)

Examining the Public’s Responses to Crisis Communication From the Perspective o…

Journal of Business and Technical Communication

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