University of Twente Student Theses
“Not in my backyard” Empathic crisis response strategies for repairing reputation and regaining trust in the case of a preventable crisis in the wind energy sector
Kerßens, L.M. (2022) “Not in my backyard” Empathic crisis response strategies for repairing reputation and regaining trust in the case of a preventable crisis in the wind energy sector.
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| Abstract: | Previous research demonstrates that empathy is an essential aspect of successful crisis response strategies. To build upon the existing body of research, this study investigates how ‘personal communication and language use’ and ‘non-verbal behavior’ as aspects of empathic crisis responses contribute to regaining trust and repairing reputation after a preventable crisis in the wind energy sector. Additionally, the study investigates to what extent this is influenced by one’s general attitude towards renewable energies and examines visual orientation and emotional intelligence as possible moderators. An online experiment featuring a fictional crisis in the wind energy sector was conducted, in which participants were presented with written crisis responses. A 2-by-2 design was used to measure the impact of the manipulations. Results show the potential impact of ‘non-verbal behaviors’ and the effect of general attitude towards renewable energies on post-crisis reputation. No effects were found for the dependent variable post-crisis trust and the independent variable ‘personal communication and language use’. However, results show that congruent and matching crisis responses, featuring personal communication and language use as well as compassionate non-verbal behavior, result in less negative impact and higher mean scores for post-crisis reputation. Practical implications, limitations and recommendations for future research are discussed. Especially the practical relevance of appropriate non-verbal behaviors in support of a crisis response was highlighted. |
| Item Type: | Essay (Bachelor) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 05 communication studies |
| Programme: | Communication Studies BSc (56615) |
| Link to this item: | https://purl.utwente.nl/essays/91030 |
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