際際滷

際際滷Share a Scribd company logo

Crisis holder

Download as PPTX, PDF
Timothy Coombs
Timothy Coombs

Conference presentation about how crises create unique stakeholders and the effect on crisis message processing. Uses ELM as a guide.

1 of 7
A Crisis-holder Approach to Crisis Communication: Implications for the Central and Peripheral Routes for Processing Crisis Response Strategies Crisis-holder Routes Dynamics
Routes Peripheral: Potential victims and voyeurs (non- victims) Accept non-apologies as apologies Surface features, low involvement Central: Victims High involvement More likely to seek apology characteristics
Crisis-holders form
Apologies Full: accept responsibility Partial: do not accept responsibility Non-apology: minimize responsibility for the wrongdoings (Kampf, 2009)
Why apologies work Ritual Function
Comparison Partial and full apologies similar performance Protect reputations Protect purchase intentions Reduce anger Reduce likelihood of negative WOM
Why? When using the peripheral route, stakeholders will accept any cue that approximates an apology as an apology Full or partial apologies provide narrative finality for non-victims (including media) Provides focus on stakeholders perspective

More Related Content

Crisis holder

  • 1. A Crisis-holder Approach to Crisis Communication: Implications for the Central and Peripheral Routes for Processing Crisis Response Strategies Crisis-holder Routes Dynamics
  • 2. Routes Peripheral: Potential victims and voyeurs (non- victims) Accept non-apologies as apologies Surface features, low involvement Central: Victims High involvement More likely to seek apology characteristics
  • 4. Apologies Full: accept responsibility Partial: do not accept responsibility Non-apology: minimize responsibility for the wrongdoings (Kampf, 2009)
  • 5. Why apologies work Ritual Function
  • 6. Comparison Partial and full apologies similar performance Protect reputations Protect purchase intentions Reduce anger Reduce likelihood of negative WOM
  • 7. Why? When using the peripheral route, stakeholders will accept any cue that approximates an apology as an apology Full or partial apologies provide narrative finality for non-victims (including media) Provides focus on stakeholders perspective