"Can it get even worse?" - "Yes, because I posted it" : The effects of framing and message source on reputation, secondary crisis communication and secondary crisis reactions during a crisis

A crisis can disrupt an organization’s operations and is a threat to an organization’s reputation. In addition, through the increasing use of social media, people are enabled to comment on crisis messages or forward information to others which can further harm the organization in crisis. In order to manage the crisis, organizations make use of different crisis communication strategies. However, not only organizations themselves but also external influences communicate about the incident, such as the media. This study aims to examine the effects of framing and message source on reputation, secondary crisis communication and secondary crisis reactions during a crisis as well as how these effects are mediated by emotions.