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政大機構典藏 > 商學院 > 企業管理學系 > 期刊論文 > Item 140.119/121232

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/121232

Title:	Facial Expressions and Verbal Response Strategies in Postcrisis Communication
Authors:	Yao, Hui-Chung 賴裕濱 Lai, Yu-Bin
Contributors:	企博學一
Keywords:	emotional crisis communication; crisis response; facial expression; emotion; reputation; communication management
Date:	2019
Issue Date:	2018-12-06 15:28:18 (UTC+8)
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.
Relation:	Journal of Business and Technical Communication, Vol. 33, No.1, pp.91-pp.111
Data Type:	article
DOI 連結:	http://dx.doi.org/10.1177/1050651918798674
DOI:	10.1177/1050651918798674
Appears in Collections:	[企業管理學系] 期刊論文

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