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he Public's Evaluation on Authenticity of Crisis Communication - The Case of Airline Crisis -

  • Crisisonomy
  • Abbr : KRCEM
  • 2014, 10(10), pp.61-75
  • Publisher : Crisis and Emergency Management: Theory and Praxis
  • Research Area : Social Science > Public Policy > Public Policy in general

Seungho Cho 1 Hong Sook Yeong 2

1숭실대학교
2한세대학교

Accredited

ABSTRACT

This study examines the effect of authenticity in crisis communication on public evaluation by investigating airplane company's crisis. The previous studies in crisis management have mainly looked at how people perceive a crisis and how people's perception affect organizational responsibility of the crisis and blame toward the organization. This study suggested that authenticity is a critical factor in crisis communication during or after a crisis. To answer the research question, the study conducted survey and 125 residents in seoul participated in the survey. The results showed that severity and controllability among causal attributors significantly influenced the organization's responsibility and blame. More importantly, the lack of authenticity negatively affected the organization's responsibility, blame, and trust.

Citation status

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