Crisis Communication and the Emotional Response of Stakeholders: An Exploratory Qualitative Study

Streaming Media

Date of Award

Fall 2021

Document Type


Degree Name

Doctor of Healthcare Administration (DHA)

Committee Chair

David Meckstroth

Committee Member

Jesse Florang

Committee Member

Karen Lankisch


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.