Crisis Communication and the Emotional Response of Stakeholders: An Exploratory Qualitative Study
Date of Award
Fall 2021
Document Type
Dissertation
Degree Name
Doctor of Healthcare Administration (DHA)
Committee Chair
David Meckstroth
Committee Member
Jesse Florang
Committee Member
Karen Lankisch
Abstract
More often than not, healthcare organizations undergo crises and require a way to communicate pertinent information to their publics. Crisis communication, a relatively new area of study, refers to the collection, processing, and dissemination of information required to address a crisis situation (Su et al., 2021). Crisis Communication is used to address stakeholders of an organization, delivering vital information to keep stakeholders informed and reduce uncertainty. In Crisis communication, the concept of emotions has received growing attention from researchers and was noted as an essential facet of explore (Kim & Jin, 2016). This exploratory qualitative research study examined the emotional response of stakeholders experiencing crises, including their emotions. Semi-structured interviews were utilized to collect data surrounding stakeholders' crisis experiences and emotions, coping strategies, and communications received from the organization. Results of this study identified key emotions experienced by stakeholders throughout crises as well as the contributing factors. Participants of this study also discussed crisis communications received from their organization and made recommendations for organizations undergoing crises.
Recommended Citation
Williams, Alicia S., "Crisis Communication and the Emotional Response of Stakeholders: An Exploratory Qualitative Study" (2021). All Doctoral Student Dissertations. 51.
https://fuse.franklin.edu/docpub/51