Getting emotional: An emotion-cognition dual-factor model of crisis communication
Publication in refereed journal

香港中文大學研究人員
替代計量分析
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其它資訊
摘要The effect of emotional experience on cognitive processes is an under-explored phenomenon in crisis communication research, despite indications of the increasing importance of emotion-based communication in the digital era. Emerging evidence indicates that the emotional experiences of publics play a critical role during organizational crises and determine the degree to which organizations are able to successfully devise communications that help them deal with such crises. Yet no comprehensive, theoretically sound model exists for analyzing how emotions influence the cognitive processing of crisis information. Our study proposes just such a model, capable of describing how cognition and emotion, separately or interactively, influence the publics’ processing of crisis information and consequently their attitudes and behaviors. Our model describes how emotional variables determine whether the publics take a cognition-oriented approach or an emotion-oriented approach to information processing and subsequent formation of interpretations, evaluations, and judgments directed toward organizations. Moreover, our model explains how an emotion-to-cognition assessment of publics’ attitudes is possible and makes a case for how it is critical for predicting and influencing the publics’ behavior during organizational crises. The hope is that this model will aid practitioners and academics in understanding why the publics’ emotions matter during crisis communication as well as how to craft more effective communication strategies as a result. Finally, several avenues for future research are suggested in order to test the validity of our conceptual model in different contexts.
著者Lu Yuanhang, Huang Yi-Hui Christine
期刊名稱Public Relations Review
詳細描述[SSCI]
出版年份2018
月份3
卷號44
期次1
出版社Elsevier Inc.
頁次98 - 107
國際標準期刊號0363-8111
電子國際標準期刊號1873-4537
語言美式英語
關鍵詞Emotion, Cognition, Crisis Communication, Crisis Responsibility, Information Processing, Framing, Dual-Factor Model

上次更新時間 2019-18-10 於 03:55