The role of empathy in crisis communication : providing a deeper understanding of how organizational crises and crisis communication affect reputation Universiteit Gent KU Leuven
This study advances our theoretical knowledge of how organizational crises and crisis communication affect reputation. Prior research solely emphasizes the importance of organizational crisis responsibility in this process. Three experiments show that stakeholders' empathy toward the organization provides a second explanation. The first two experiments demonstrate that victim crises not only inflict less reputational damage than preventable ...