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Journal of Applied Communication Research Volume 48, 2020 - Issue 3
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Articles

The power of empathy: the dual impacts of an emotional voice in organizational crisis communication

Aurélie De WaeleInstitute for Media Studies, KU Leuven, Leuven, BelgiumCorrespondence[email protected]
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Lieze SchoofsInstitute for Media Studies, KU Leuven, Leuven, BelgiumView further author information
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An-Sofie ClaeysInstitute for Media Studies, KU Leuven, Leuven, BelgiumView further author information
Pages 350-371 | Received 21 Mar 2019, Accepted 11 Dec 2019, Published online: 29 Apr 2020

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Thomas Koch, Nora Denner & Felix Coutandin. (2022) A CEO but Also A Parent: How Strategic Communication of Private Information about the CEO Affects Perceptions of an Organization during A Crisis. International Journal of Strategic Communication 16:4, pages 620-632.
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Articles from other publishers (12)

Rebecca B Leach, Sarah J Tracy & Terrie Wong. (2024) Refreshing the positive: bridging positive organizational communication and critical scholarship with Buddhist philosophies. Communication Theory 34:1, pages 29-38.
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Marianne Synnes Emblemsvåg. (2024) Building and maintaining trust through the early phase of the COVID-19 pandemic: A content analysis of communiques delivered by the Norwegian Minister of health and care services. International Journal of Disaster Risk Reduction 102, pages 104274.
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Inês Miguel & Márcia Silva. 2024. Information Systems and Technologies. Information Systems and Technologies 451 460 .
Yan Li, Shih-Kai Huang, Jiuchang Wei, Thomas Ryan Brindle & Cho-Yin Lee. (2023) What captures attention in the risk communication process: Exploring streaming video attractiveness during the first wave of the COVID-19 pandemic in China. Computers in Human Behavior 149, pages 107909.
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Yi-Na Li, Yan Li, Haipeng (Allan) Chen & Jiuchang Wei. (2023) How verbal and non-verbal cues in a CEO apology for a corporate crisis affect a firm’s social disapproval. Journal of Business Research 167, pages 114084.
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An‐Sofie Claeys. 2022. The Handbook of Crisis Communication. The Handbook of Crisis Communication 99 111 .
Dritjon Gruda & Adegboyega Ojo. (2022) Is it too late now to say we’re sorry? Examining anxiety contagion and crisis communication strategies using machine learning. PLOS ONE 17:9, pages e0274539.
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James Ndone. (2022) Do Mixed Emotions Matter in a Crisis? The Impact of Expressing Sadness and Sympathy on Organizational Reputation and Forgiveness. International Journal of Business Communication, pages 232948842211069.
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Gijs Fannes & An-Sofie Claeys. (2022) Putting empathic feelings into words during times of crisis: The impact of differential verbal empathy expressions on organizational reputation. Public Relations Review 48:2, pages 102183.
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Lieze Schoofs, Gijs Fannes & An-Sofie Claeys. (2022) Empathy as a main ingredient of impactful crisis communication: The perspectives of crisis communication practitioners. Public Relations Review 48:1, pages 102150.
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James Ndone & Jihye Park. (2022) Crisis communication: The mediating role of cognitive and affective empathy in the relationship between crisis type and crisis response strategy on post-crisis reputation and forgiveness. Public Relations Review 48:1, pages 102136.
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Edward R. Maguire & Howard Giles. (2021) Public Expressions of Empathy and Sympathy by U.S. Criminal Justice Officials After Controversial Police Killings of African-Americans. Journal of Language and Social Psychology 41:1, pages 49-75.
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