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Linking Issue Management, Corporate Social Responsibility and Crisis Communication: Applying Balance Theory in Crisis and Issue Management
Author(s) -
Zhang Xiaochen Angela,
Borden Jonathan
Publication year - 2017
Publication title -
journal of contingencies and crisis management
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.007
H-Index - 51
eISSN - 1468-5973
pISSN - 0966-0879
DOI - 10.1111/1468-5973.12136
Subject(s) - crisis communication , crisis management , balance (ability) , corporate social responsibility , business , public relations , political science , psychology , law , neuroscience
Through a 2 × 2 × 3 experiment design, this study examines effects of issue‐related corporate social responsibility ( CSR ) programmes on stakeholder perceptions of an issue‐related crisis (i.e., blame, scepticism and corporate credibility) through the lens of balance theory. Results indicate that issue‐related CSR programmes work well in reducing scepticism when stakeholders have high issue involvement and positive attitudes. Scepticism is also found to be a mediator between issue‐related CSR programmes and perceived corporate credibility.