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EMOTIONS AND CULTURE IN CRISIS COMMUNICATION: A MIXED RESEARCH

Year 2020, Volume: 22 Issue: 1, 73 - 103, 26.03.2020
https://doi.org/10.16953/deusosbil.542448

Abstract

Crisis type and crisis response strategy are among the factors that shape the crisis communication practices of a corporation. Crisis communication, which indicates what corporations say and do in a crisis, is related to culture and emotion structures. Therefore, the purpose of this study is to analyse the effect of crisis type and response strategies on emotions and purchase intentions and to evaluate the field of crisis communication in the context of the “uncertainty avoidance” dimension of culture. In accordance with the stated objective, first in the research a 2x2 between-groups factorial design was designed. Qualitative data collected by focus group interview technique were interpreted by thematic analysis method. It was observed that purchase intention did not differ significantly according to the crisis type but differed significantly for the crisis response strategy. It was determined that various emotions differed in terms of both crisis type and crisis response strategy. As a result of the analysis of qualitative data, a total of five themes emerged.

References

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KRİZ İLETİŞİMİNDE DUYGULAR VE KÜLTÜR: KARMA BİR ARAŞTIRMA

Year 2020, Volume: 22 Issue: 1, 73 - 103, 26.03.2020
https://doi.org/10.16953/deusosbil.542448

Abstract

Kriz türü ve kriz tepki stratejisi bir kurumun yöneldiği kriz iletişimi pratiklerini şekillendiren unsurlar arasındadır. Kurumların bir kriz durumunda ne söylediğini ve ne yaptığını belirten kriz iletişimi kültür ve duygu yapıları ile ilişkilidir. Dolayısıyla bu araştırmanın amacı kriz türünün ve tepki stratejilerinin duygular ve satın alma niyeti üzerindeki etkisini incelemek ve kriz iletişimi alanını kültürün boyutlarından biri olan “belirsizlikten kaçınma” boyutu bağlamında değerlendirmektir. Belirtilen amaç doğrultusunda araştırmada ilk olarak 2x2 faktörlü gruplar arası faktöryel bir desen tasarlanmıştır. Odak grup görüşme tekniği ile toplanan nitel veriler ise tematik analiz yöntemiyle değerlendirilmiştir. Satın alma niyetinin, kriz türü açısından anlamlı bir farklılık göstermediği fakat kriz tepki stratejisine göre anlamlı bir farklılık gösterdiği ortaya çıkmıştır. Çeşitli duyguların ise hem kriz türü hem de tepki stratejisi açısından anlamlı bir farklılık sergilediği belirlenmiştir. Nitel verilerin analizi sonucunda ise toplam beş tema ortaya çıkmıştır.

References

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  • Bonifield, C. & Cole, C. (2007). Affective responses to service failure: Anger, regret, and retaliatory versus conciliatory responses. Marketing Letters, 18 (1-2), 85-99.
  • Brashers, D. E. (2001). Communication and uncertainty management. Journal of Communication, 51 (3), 477-497.
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  • Brown, K. A. & Ki, E. J. (2013). Developing a valid and reliable measure of organizational crisis responsibility. Journalism & Mass Communication Quarterly, 90 (2), 363-384.
  • Cabanac, M. (2002). What is emotion?. Behavioural Processes, 60 (2), 69-83.
  • Choi, Y. & Lin, Y. H. (2009). Consumer response to crisis: Exploring the concept of involvement in Mattel product recalls. Public Relations Review, 35 (1), 18-22.
  • Christensen, L. B. (1991). Experimental methodology. Boston: Allyn and Bacon.
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  • Coombs, W. T. (2006). The protective powers of crisis response strategies: Managing reputational assets during a crisis. Journal of Promotion Management, 12 (3-4), 241-260.
  • Coombs, W. T. (2007a). Attribution theory as a guide for post-crisis communication research. Public Relations Review, 33 (2), 135-139.
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  • Coombs, W. T. & Holladay, S. J. (2005). Exploratory study of stakeholder emotions: Affect and crisis. In N. M. Ashkanasy, W. J. Zerbe and C. E. J. Hartel (Eds.), Research on emotion in organizations: The effect of affect in organizational settings (pp. 263-280). New York: Elsevier.
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  • Dodds, W. B., Monroe, K. B. & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28 (3), 307-319.
  • Englehart, H. (2012). Crisis communications: Brand news channels, same old static. In Clarke, L. Caywood (Ed.), The handbook of strategic public relations and integrated marketing communications (pp. 401-413). US: McGrawHill.
  • Erdoğrul, Ö. & Ergün, Ö. (2005). Kahramanmaraş piyasasında tüketilen sucukların bazı fiziksel, kimyasal, duyusal ve mikrobiyolojik özellikleri. İstanbul Üniversitesi Veteriner Fakültesi Dergisi, 31 (1), 55-65.
  • Erez, M. & Earley, C. P. (1993). Culture, self-identity, and work. New York: Oxford University Press.
  • Erkmen, O. & Bozkurt, H. (2004). Quality characteristics of retailed sucuk (Turkish dry-fermented sausage). Food Technology and Biotechnology, 42 (1), 63-70.
  • Et ve Süt Kurumu (2015). https://www.esk.gov.tr/upload/Node/10256/files/2015_Yili_Faaliyet_Raporu.pdf, (Erişim Tarihi: 10.01.2018).
  • Et ve Süt Kurumu (2016). https://www.esk.gov.tr/upload/Node/10256/files/2016_Yili_Faaliyet_Raporu.pdf, (Erişim Tarihi: 10.01.2018).
  • Fieldhouse, P. (1995). Food and nutrition: Customs and culture. London, UK: Chapman and Hall.
  • Freberg, K., Saling, K., Vidoloff, K. G. & Eosco, G. (2013). Using value modeling to evaluate social media messages: The case of Hurricane Irene. Public Relations Review, 39 (3), 185-192.
  • Gagaoua, M. & Boudechicha, H. R. (2018). Ethnic meat products of the North-African and Mediterranean countries: An overview. Journal of Ethnic Foods, 5 (2), 83-98.
  • Gall, M., Gall, J. & Borg, W. (2007). Educational research: An introduction. USA: Pearson.
  • Geray, H. (2014). Toplumsal araştırmalarda nicel ve nitel yöntemlere giriş: İletişim alanından örneklerle. Kocaeli: Umuttepe Yayınları.
  • Grappi, S. & Romani, S. (2015). Company post-crisis communication strategies and the psychological mechanism underlying consumer reactions. Journal of Public Relations Research, 27 (1), 22-45.
  • Hallahan, K. (1997). The consequences of mass communication: Cultural and critical perspectives on mass media and society. New York: McGraw-Hill.
  • Hofstede, G. (2011). Dimensionalizing cultures: The Hofstede model in context. Online Readings in Psychology and Culture, 2 (1), 1-26.
  • Hofstede, G. (2017). https://www.hofstede-insights.com/country-comparison/turkey/, (Erişim Tarihi: 22.08.2017).
  • Huang, Y. H. & Su, S. H. (2009). Public relations autonomy, legal dominance, and strategic orientation as predictors of crisis communicative strategies. Journal of Business Ethics, 86 (1), 29-41.
  • Huang, Y. H., Lin, Y. H. & Su, S. H. (2005). Crisis communicative strategies in Taiwan: Category, continuum, and cultural implication. Public Relations Review, 31 (2), 229-238.
  • Huurne, E. T. & Gutteling, J. (2008). Information needs and risk perception as predictors of risk information seeking. Journal of Risk Research, 11 (7), 847-862.
  • Izard, C. E. (1991). The psychology of emotions. NY: Plenum Press.
  • Jia, Z., Shi, Y., Jia, Y. & Li, D. (2012). A framework of knowledge management systems for tourism crisis management. Procedia Engineering, 29, 138-143.
  • Jin, Y. (2010). Making sense sensibly in crisis communication: How publics’ crisis appraisals influence their negative emotions, coping strategy preferences, and crisis response acceptance. Communication Research, 37 (4), 522-552.
  • Jin, Y., Pang, A. & Cameron, G. T. (2007). Integrated crisis mapping: Towards a publics-based, emotion-driven conceptualization in crisis communication. Sphera Publica, 7 (1), 81-96.
  • Jin, Y., Austin, L., Eaddy, L., Spector, S., Reber, B. & Espina, C. (2018). How financial crisis history informs ethical corporate communication: Insights from corporate communication leaders. Public Relations Review, 44, 574-584.
  • Kayaardı, S. & Gök, V. (2004). Effect of replacing beef fat with olive oil on quality characteristics of Turkish soudjouk (sucuk). Meat Science, 66 (1), 249-257.
  • Kilic, B. (2009). Current trends in traditional Turkish meat products and cuisine. LWT-Food Science and Technology, 42 (10), 1581-1589.
  • Kim, H. J. & Cameron, G. T. (2011). Emotions matter in crisis: The role of anger and sadness in the publics’ response to crisis news framing and corporate crisis response. Communication Research, 38 (6), 826-855.
  • Kittler, P. G., Sucher, K. P. & Nelms, M. (2016). Food and culture. Belmont, CA: Cengage Learning.
  • Laufer, D. & Jung, J. M. (2010). Incorporating regulatory focus theory in product recall communications to increase compliance with a product recall. Public Relations Review, 36 (2), 147-151.
  • Lazarus, R. S. (1991). Emotion and adaptation. New York: Oxford University Press.
  • Lehmberg, D., & Hicks, J. (2018). A ‘glocalization’approach to the internationalizing of crisis communication. Business Horizons, 61 (3), 357-366.
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There are 89 citations in total.

Details

Primary Language Turkish
Journal Section Articles
Authors

Özgür Kılınç 0000-0002-8697-162X

Sevil Bayçu 0000-0003-0865-6007

Publication Date March 26, 2020
Submission Date March 20, 2019
Published in Issue Year 2020 Volume: 22 Issue: 1

Cite

APA Kılınç, Ö., & Bayçu, S. (2020). KRİZ İLETİŞİMİNDE DUYGULAR VE KÜLTÜR: KARMA BİR ARAŞTIRMA. Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 22(1), 73-103. https://doi.org/10.16953/deusosbil.542448