< Back to previous page

Publication

The impact of expressing mixed valence emotions in organizational crisis communication on consumer's negative word-of-mouth intention

Journal Contribution - Journal Article

© 2018 Elsevier Inc. This paper examines the impact of expressing different discrete emotions with a mixed valence (anger and hope) in organizational crisis communication on negative word-of-mouth on social media. In particular, the effects of expressing discrete emotions with a single valence (either positive or negative) versus mixed valence (expressing both positive and negative emotions) emotions are studied by means of a 4 (emotional message framing: control vs. positive emotion vs. negative emotion vs. mixed valence emotions) by 2 (crisis type: victim vs. preventable crisis) between-subjects experimental design (N = 295). Results show that in a preventable crisis, expressing mixed valence emotions elicits higher perceived sincerity and more empathy towards the spokesperson, and subsequently less negative word-of-mouth compared to expressing either single emotions or the control condition. However, in the case of a victim crisis, expressing single emotions, and especially a negative emotion like anger, results in less negative word-of-mouth through an increase in perceived sincerity and empathy towards the spokesperson.
Journal: Public Relations Review : A Journal of Research and Comment
ISSN: 0363-8111
Issue: 5
Volume: 44
Pages: 794 - 806
Number of pages: 13
Publication year:2018