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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
    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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