Search results

1 – 10 of over 44000
Article
Publication date: 8 November 2022

María Del Pilar Pascual-Fraile, Pilar Talón-Ballestero, Teresa Villacé-Molinero and Antonio-Rafael Ramos-Rodríguez

This study aims to provide an overview, the state-of-the-art “research fronts”, the emerging themes of investigation and a research agenda of crisis communication for…

Abstract

Purpose

This study aims to provide an overview, the state-of-the-art “research fronts”, the emerging themes of investigation and a research agenda of crisis communication for destinations’ image.

Design/methodology/approach

This research is conducted with a bibliographic coupling study, complemented with an H-Classic classification and a thematic analysis of the articles included in the four clusters provided by the bibliometric methodology (papers dating from 2017 to 2021, both years included).

Findings

Based on the bibliometric analysis, four thematic clusters were identified. Two of these clusters supply the “research fronts”, the most current themes in a scientific field: Cluster 1 addresses communication related to tourists’ safety, and cluster 2 enhances the role of stakeholders’ collaboration to create destinations resilience in crisis communication. The other two clusters highlight emerging themes for future investigation: Cluster 3 focuses on recovery marketing communication strategies for a post-crisis era, and cluster 4 analyses how crisis communication strategies contribute to reduce tourists’ risk perception and boosting travel intention. Finally, a future research agenda is proposed, based on the emerging themes from this study.

Originality/value

To the best of the authors’ knowledge, this is the first bibliometric study to analyse crisis communication for destinations’ image (pre-crisis, crisis and post-crisis). This study, which covers the most recent academic literature in this field, provides insights of communication strategies from recent crises and disasters within the “research fronts”. Besides, a research agenda useful for future scholar investigation is proposed with its emerging themes. These rising topics and learnings from past events could be used by destination marketing organisations in crisis communication for destination image recovery in the current post-pandemic scenario or in upcoming crises or disasters.

危机和灾难中目的地形象沟通:回顾和未来研究议程

摘要

目的

本研究提供了目的地形象危机沟通的概述、最先进的“研究前沿”、新兴的研究主题以及研究议程。

方法

本文进行了书目耦合研究, 辅以 H-经典分类和对文献计量方法提供的四个集群中包含的文章的主题分析 (论文日期为 2017–2021 年间)

结果

根据文献计量分析, 确定了四个主题集群。 其中两个集群提供“研究前沿”, 这是科学领域的最新主题:集群 一 解决与游客安全相关的沟通, 集群 二 加强利益相关者合作的作用, 以在危机沟通中创造目的地恢复力。 其他两个集群突出了未来调查的新兴主题:集群 三 侧重于后危机时代的复苏营销传播策略, 集群 四分析危机传播策略如何有助于降低游客的风险感知和提高旅行意愿。最后, 本文提出了基于新兴主题的未来研究议程。

原创性/价值

据我们所知, 这是第一个分析了目的地形象的危机传播(危机前、危机和危机后)的, 独特的文献计量研究。该研究涵盖了该领域最新的学术文献, 通过其“研究前沿”提供了有关近期危机和灾难的沟通策略的见解。此外, 本文还提出了具有新兴主题的研究议程。这些新兴话题以及从过去事件中吸取的教训, 可以被目的地营销组织 (DMO) 用来进行灾难沟通, 以便在当前的大流行后情景或未来的危机或灾难中恢复目的地的形象。

Comunicación Para la imagen de destinos en crisis y desastres: revisión y futura agenda de investigación

Resumen

Propósito

Este estudio proporciona una perspectiva general, los “research fronts”- los temas más actuales de una disciplina científica-, los temas emergentes y una agenda de investigación sobre comunicación de crisis de la imagen de los destinos turísticos.

Metodología

La investigación está basada en un análisis bibliográfico coupling, complementado con una clasificación h-Classics y un análisis temático de todos los artículos examinados con esta metodología bibliométrica (artículos fechados entre 2017 y 2021, ambos años incluidos).

Resultados

Con este análisis bibliométrico, se identifican cuatro clusters temáticos. Dos de ellos, presentan los “research fronts”, los temas más vigentes de un campo científico: el cluster 1 se refiere a la comunicación realizada para transmitir el concepto de seguridad a los turistas, y el cluster 2 destaca la relevancia de la colaboración de todos los agentes turísticos para crear resiliencia en los destinos en la comunicación de crisis. Los otros dos clusters recogen los temas emergentes de investigación futura: el cluster 3 se centra en las estrategias de marketing para la época de postcrisis y el cluster 4 analiza cómo la comunicación contribuye a reducir la percepción de riesgo de los turistas y, por tanto, a potenciar su intención de viaje. Por último, el artículo propone una agenda de investigación basada en estos temas emergentes.

Originalidad/valor

Hasta donde tenemos conocimiento, éste es el primer estudio bibliométrico especialmente enfocado a la comunicación de crisis para la imagen de los destinos turísticos (con sus tres etapas, precrisis, crisis y poscrisis). Esta investigación, que analiza la literatura más reciente en este campo, proporciona conocimiento sobre la comunicación de las crisis y desastres más recientes, a través de sus “research fronts”. Asimismo, propone una agenda con nuevos temas que están surgiendo en esta disciplina, útil para futuras investigaciones académicas. Dichos temas, junto con los aprendizajes de incidentes pasados, pueden ser usados por las Organizaciones de Marketing de Destinos (DMO, en sus siglas en inglés) para incorporarlos en su comunicación de crisis destinada a la recuperación de la imagen de los destinos turísticos en el actual escenario post pandemia o en futuras crisis o desastres.

Details

Tourism Review, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1660-5373

Keywords

Article
Publication date: 16 November 2022

Adamu Abbas Adamu, Syed Hassan Raza and Bahtiar Mohamad

Internal crisis communication (ICC) has become a burgeoning area of research in crisis communication. However, the importance of ICC as a tool to enhance employee positive…

Abstract

Purpose

Internal crisis communication (ICC) has become a burgeoning area of research in crisis communication. However, the importance of ICC as a tool to enhance employee positive communicative behaviour in crisis has not been explored. This study aims to develop a research model by drawing from the ideas of sensemaking and network theories. In addition, the study further examines how the elements of the proposed model drive ICC while assessing employee-related outcomes and the role of emotion exhaustion.

Design/methodology/approach

To assess the validity of the measurement and structural models, 316 employees from both public and private non-profit organisations in Pakistan were interviewed through online survey. The collected data were analysed using co-variance based structural equation modelling (CV-SEM).

Findings

The results of this research confirmed that mindfulness and internal listening positively affect employee perceptions towards internal communication during a crisis. Similarly, ICC positively influences employees' perception of loyalty, job insecurity and the organisation's reputation. The results also highlight the moderation roles of emotional exhaustion (EE).

Practical implications

The study suggests that applying ICC strategies will help crisis managers develop collaborative relationships with employees, which will help in identifying and managing a crisis. In addition, implementing effective internal communication in corporate practices and processes makes internal reputation and employee loyalty (EL) a reality and allows organisations to remain productive despite crises.

Originality/value

Through the lens of sensemaking theory, this research demonstrated that mindfulness and listening should be considered stimuli in organisations that can influence employees to be active communicators before and during crises. This study is the first to elucidate the essential outcomes for strategic internal crisis management that are often under-looked, such as emotional responses. The study also shows that sensemaking should not only focus on meaning-making in a crisis but also include emotional feelings that can wear out the meaning-making process.

Details

Corporate Communications: An International Journal, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 23 September 2022

Carmen Daniela Maier, Finn Frandsen and Winni Johansen

The aim of this paper is to study the development of a smoldering crisis over time. The focus is on a nationwide news media and online news communication related to a…

Abstract

Purpose

The aim of this paper is to study the development of a smoldering crisis over time. The focus is on a nationwide news media and online news communication related to a smoldering crisis running in the Danish healthcare system since 2016: the problematic implementation of a large-scale electronic health record (EHR), technology entitled Sundhedsplatformen (SP), in the hospitals of the capital region of Denmark.

Design/methodology/approach

Based on insights from crisis communication theories and in particular rhetorical arena theory (RAT), traces of SP smoldering crisis and patterns of discursive strategies are identified and explained from a longitudinal perspective to explain the communicative complexity that characterizes this smoldering crisis. To build an understanding of how this smoldering crisis is perceived, followed and kept alive, an analysis of (de)legitimation discursive strategies employed strategically by various actors and voices in news articles is conducted in relation to four communicative themes: issue identification, warnings, blame attribution and potential solutions.

Findings

It has been found that a legitimacy deficit emerges communicatively through specific (de)legitimation strategies during this smoldering crisis. New insights into RAT (Frandsen and Johansen, 2017) are also provided.

Practical implications

This study is not only of theoretical relevance, but it is also of practical relevance for public relation professionals who aim to identify characteristics of starting smoldering crises as well as to find strategic responses to the ongoing challenges and the developing over time of smoldering crises.

Originality/value

New insights into RAT (Frandsen and Johansen, 2017) are provided.

Details

Journal of Communication Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1363-254X

Keywords

Open Access
Book part
Publication date: 1 October 2018

Harald Hornmoen and Per Helge Måseide

The chapter addresses the question of how crisis and emergency communicators in the justice (police) and health sector in Norway reflect on their use – or lack of use – of…

Abstract

The chapter addresses the question of how crisis and emergency communicators in the justice (police) and health sector in Norway reflect on their use – or lack of use – of social media during the terror crisis on 22 July 2011. We examine how these communicators in the years following the crisis have developed their use of social media to optimise their and the public’s awareness of similar crises. Our semi-structured interviews with key emergency managers and responders display how the terrorist-induced crisis in 2011 was a wake-up call for communicators in the police and the health sector. They reflect on the significance, strengths and weaknesses of social media in the management of crises such as this one.

Details

Social Media Use in Crisis and Risk Communication
Type: Book
ISBN: 978-1-78756-269-1

Keywords

Open Access
Book part
Publication date: 1 October 2018

Eva Goldgruber, Susanne Sackl-Sharif, Julian Ausserhofer and Robert Gutounig

Using and understanding social media in the context of networked publics enhances crisis communication. This chapter describes models and ideas for integrating social…

Abstract

Using and understanding social media in the context of networked publics enhances crisis communication. This chapter describes models and ideas for integrating social media into the communication strategies of rescue organisations. The authors develop their recommendations for the use of social media by these organisations from both a summary and comparison of communication processes during the 2013 Central European floods in Austria, and from the perspective of an organisation actively using social media in the chosen model region of Alkoven. The chapter presents basic recommendations, recommendations inspired by content strategy and recommendations based on web and social media literacy in order to support the further development of crisis communication in the digital age.

Details

Social Media Use in Crisis and Risk Communication
Type: Book
ISBN: 978-1-78756-269-1

Keywords

Open Access
Article
Publication date: 25 April 2022

Jesper Falkheimer, Mats Heide, Charlotte Simonsson and Rickard Andersson

This study aims, first, to explore and analyze if and how organizational members’ professions or occupations influence perceptions of internal crisis communication. The…

Abstract

Purpose

This study aims, first, to explore and analyze if and how organizational members’ professions or occupations influence perceptions of internal crisis communication. The second, related, aim is to discuss the role of internal communication in creating a strong organizational identity during a prolonged crisis such as the Covid-19 pandemic.

Design/methodology/approach

This study is mainly conceptual but uses quantitative data from a survey conducted in a health-care organization in late 2020 to illustrate the theoretical reasoning.

Findings

The results show that the administrative groups perceive factors in the internal crisis communication more favorably than the professional groups. The study suggests that organizational members perceive internal crisis communication differently depending on which intra-organizational group they belong to. This further points to the absence of a “rally-around-the-flag” effect and highlights the importance of working proactively with professionals and in internal crisis communication.

Originality/value

This study highlights the role of professionals in crisis communication, which is an aspect that so far has been ignored. The internal professionalization processes and an intriguing power struggle between professions have obvious consequences for crisis communication. As shown in the overview of earlier research on internal communication, leadership and professional organizations, the prerequisites for creating an increased organizational unity among coworkers are challenging. The idea that a crisis may, as in certain political situations in society, create a “rally-around-the-flag” effect is still relevant, even if the case study is an example of how this did not happen.

Details

Corporate Communications: An International Journal, vol. 27 no. 5
Type: Research Article
ISSN: 1356-3289

Keywords

Article
Publication date: 25 April 2022

Lorena Blasco-Arcas, Jesper Falkheimer and Mats Heide

The purpose of this article is to offer new insights into crisis communication in service ecosystems. The authors present a framework to conceptually categorize service…

Abstract

Purpose

The purpose of this article is to offer new insights into crisis communication in service ecosystems. The authors present a framework to conceptually categorize service crises and then analyze key aspects of crisis communication among different stakeholders in a service ecosystem.

Design/methodology/approach

Building on crisis communication and service ecosystems research, we propose a framework to better understand crisis communication during service crises in service ecosystems. In doing so, we propose a typology of service crisis in service ecosystems and identify the main factors of crisis communication under the lens of the Rhetorical Arena Theory (RAT).

Findings

This article integrates communication theory and service research in the area and identifies different key dimensions to gain a deeper understanding of crisis communication in service ecosystems. Moreover, and building on RAT, several research lines are recommended in order to explore further macro (i.e. the role and interactions between different stakeholders in the event of a crisis) and micro (i.e. individual aspects related to the context, media, genre and text) dimensions, and their importance during the communication process.

Originality/value

Our framework offers a typology of service crises and suggests the importance of considering a multi-actor, multi-channel perspective in communication when a crisis occurs in order to monitor and avoid the potential negative impact for both the organization's recovery and the service ecosystem evolution afterward.

Details

Journal of Service Management, vol. 33 no. 4/5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 8 March 2022

Bingjie Liu-Lastres

Crisis communication is an essential component of crisis management in hospitality and tourism. Yet few studies have offered a clear impression of the state of knowledge…

Abstract

Purpose

Crisis communication is an essential component of crisis management in hospitality and tourism. Yet few studies have offered a clear impression of the state of knowledge in this area. As one of the early conceptual attempts, this study aims to contribute to the existing knowledge by analyzing, comparing and synthesizing the literature in crisis communication and hospitality and tourism research. This study also proposes a transactional and dynamic crisis communication model that lays the conceptual foundation for future research.

Design/methodology/approach

This study was guided by a theory synthesis approach and analyzed the related literature. More specifically, this study conducted a rapid review of the general crisis communication research and a conventional, systematic review of crisis communication research in hospitality and tourism. Based on the review findings, this study further develops a transactive and dynamic crisis communication model in hospitality and tourism, which is fundamental for future studies in this area.

Findings

The findings of this study are presented through a literature review of general crisis communication research and crisis communication research in hospitality and tourism and the development of a transactive and dynamic crisis communication model in hospitality and tourism.

Research limitations/implications

This study reviews the literature and develops an integrated model for crisis communication in hospitality and tourism. The findings of this study lay the conceptual foundation for crisis communication in hospitality and tourism and reveal future research venues.

Practical implications

By offering a state-of-the-art review and developing an integrated conceptual model, the findings of this study can help bridge the gaps between academics and practices as well as serve as references for practitioners to identify and develop effective crisis responses.

Originality/value

This paper represents an early effort to review crisis communication research in hospitality and tourism and conceptualize the subject area through an integrated model. The findings of this study contribute to the further conceptual development of crisis communication in hospitality and tourism.

Details

International Journal of Contemporary Hospitality Management, vol. 34 no. 5
Type: Research Article
ISSN: 0959-6119

Keywords

Article
Publication date: 18 February 2022

Burak Atasoy, Oğuz Türkay and Serkan Şengül

This research examines how chain hotels respond to the crisis in the context of situational crisis communication, focusing on the first emergence of the COVID-19 crisis

Abstract

Purpose

This research examines how chain hotels respond to the crisis in the context of situational crisis communication, focusing on the first emergence of the COVID-19 crisis and the second period of the pandemic, during which the pandemic was relatively weak.

Design/methodology/approach

The data were obtained from the digital announcements shared by the world's 50 most valuable hotel chains. The announcements, declared in the two phases of March–April and July–September 2020, were analyzed. The data were collected through document analysis and transferred to the MAXQDA program for qualitative content analysis. Interviews were held with the managers of chain companies to compare and confirm the results obtained.

Findings

Chain hotels announced regulations on existing reservations, potential customers, intermediary businesses, suppliers and employees by focusing on maintaining business reputation in the first phase of the pandemic. The hotel units seem to be more open to referrals on emergency measures from chain centers in this phase. In the second stage, announcements to increase sales were shared. The content of the crisis communication is in line with the predictions advocated under the situational crisis communication theory. In addition, some applications that do not comply with the theory are also identified.

Research limitations/implications

The effects of the crisis communication on hotels were addressed; the responses of other stakeholders to the communication were not taken into account.

Practical implications

Successful response strategies must be considered when developing future crisis preparedness measures. Actors in the hospitality industry can adopt a situational crisis communication approach as an effective strategy to cope with the losses caused by a crisis and possibly speed recovery. Hotels can turn the crisis into an opportunity with the strategies they put forward during the pandemic and gain stronger reputations after the pandemic.

Originality/value

This study contributes to both the crisis management literature and the literature on COVID-19 by exemplifying the crisis communication measures and strategies of chain hotels. Focusing on different sub-processes in the analysis of crisis communication, revealing the background about the production and transfer of the information shared during the crisis, and interpreting the content of the messages by considering the benefit of the stakeholders and benefits of the hotel reveals the originality of this study.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 10 June 2021

Sarah Ecklebe and Natascha Löffler

The purpose of this paper is to explore employees' perceptions of the quality of internal communication in German organizations during the Covid-19 pandemic. In this…

1102

Abstract

Purpose

The purpose of this paper is to explore employees' perceptions of the quality of internal communication in German organizations during the Covid-19 pandemic. In this context, the paper aims to identify antecedents and outcomes of high-quality internal communication during the pandemic. In doing so, it draws important practical and theoretical implications for pandemic-era communication, particularly surrounding issues such as employees' needs and strategic approaches to communication during the pandemic, as well as the effects of successful internal (crisis) communication.

Design/methodology/approach

A representative survey was conducted on employees (n = 934) working at different types of organizations in Germany. After a dimensionality check was conducted through confirmatory factor analysis (CFA), the proposed hypotheses were tested by conducting a structural equation model (SEM) using the R package lavaan.

Findings

This study identifies several antecedents of high-quality internal communication during the Covid-19 crisis, such as the frequency of communication at the beginning and during the pandemic, the dissemination of substantial information, participative communication and a clear rejection of secrecy. Furthermore, the findings show that high-quality internal communication has a positive impact on the employee–organization relationship (EOR).

Originality/value

This study suggests that strategic alignment of internal communications during the Covid-19 pandemic is crucial: by considering a number of factors, organizations can positively influence employees' perceptions of the quality of their internal communication. In terms of theoretical implications, this study discusses how the concept of high-quality internal communication can be operationalized and explores the outcomes that this can generate.

Details

Journal of Communication Management, vol. 25 no. 3
Type: Research Article
ISSN: 1363-254X

Keywords

1 – 10 of over 44000