Wednesday, October 14, 2020 | 4:00pm - 5:30pm | ZOOM

Abstract

After more ten years of research on crisis communication, I would like to take stock of the most important topics of research in this domain and the conclusions that I reached through my own experimental research. What conclusions can we draw regarding the impact of crisis response strategies, self-disclosure, emotional crisis communication and nonverbal cues by organizational spokespersons? How do consumers react to such strategies and under what conditions? Based on this overview, I want to discuss two research topics that I aim to explore in further research. First, by examining the crisis communication decision-making process, I want to find out why organizations in crisis often fail to select the most optimal crisis communication strategies. Second, I want to explore to what degree consumers attach importance to authenticity in crisis communication and how that affects reputation repair.