Student or educator? Sign up with your school email and get 6 months of Pro free.
CoChat
Sign Up
Cited by 24

The DOI matches its Crossref record; 1 of the 1 references it cites were found in a registry or an index.

Understanding emotionally involved publics: The effects of crisis type and felt involvement on publics’ emotional responses to different consumer product crises

Kim, Jeesun, Jin, Yan·2016·Corporate Communications: An International Journal
DOI 10.1108/ccij-10-2015-0064
Open this paper in CoChat — free account

Abstract

Purpose: The purpose of this paper is to examine the interplay of crisis type and felt involvement as well as product category on publics’ anger toward the company and empathy for the victims. Design/methodology/approach: This study uses an experiment based on a 2 (crisis type: accident vs transgression) × 2 (publics’ felt crisis involvement: high vs low) × 2 (product category in crisis: food-related vs technology-related) mixed design. Findings: Differential main effects on emotions were detected in different consumer product crises. One of the most interesting findings in this study was the main effects of high felt involvement over low felt involvement in strong feelings of anger toward a company and empathy for the victims in both food- and technology-related crisis situations. There was an interaction effect between crisis type and product category on feelings of anger toward a company. Participants in the food-related crisis condition reported more anger when exposed to a transgression crisis than an accident crisis. Research limitations/implications: Future research needs to study other important crisis emotions and to measure them with multiple items instead of a single item. It would be useful to find out what combinations among crisis variables would produce interaction effects to better understand how different publics’ emotions are inducted and processed in different crisis situations. Practical implications: The role of felt involvement on public emotions may not be product category specific, but rather be affectively influential across different product categories. From the standpoint of crisis management practice, the main contribution of the present study is to provide empirical evidence that crisis communication managers could use the level of publics’ felt crisis involvement to better predict publics’ emotions that are likely to be felt and displayed in crisis situations. Originality/value: This study investigates the crisis-generated discrete emotions as a function of crisis type and felt involvement. Felt involvement should be considered as an important construct due to its potential consequences on publics’ emotions and their behaviors beyond perceptions of crisis responsibility. Crisis response messages should be strategically developed with a consideration of the interplay of crisis type, publics’ felt involvement, and product categories.

Overview

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Integrity signals

Registry

Crossref · 10.1108/ccij-10-2015-0064

Cites

1 of 1 references verified0 citation errors · 0 not checkable

Statistics

Verification

Claims the paper makes

The claims and statistics of this paper haven’t been checked yet.

Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.

A few free checks a day · papers already verified open instantly · results are public

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

The self-check needs the paper’s full text.

Citations

Cites

Show all 1 references

Research works printed but not linked: 73

  1. 1994, Anger in the Workplace: Understanding the Causes of Aggression and Violence
  2. 1993, Crisis in Organizations: Managing and Communicating in the Heat of Chaos
  3. 1996, The use of student samples in communication research, Journal of Broadcasting & Electronic Media, 40, 431, 10.1080/08838159609364364 · DOI
  4. 2002, Differences in univariate values versus multivariate relationships: findings from a study of Diana, princess of Wales, Human Communication Research, 28, 501
  5. 2007, Managing Conflict through Communication
  6. 1999, Testing the contingency theory of accommodation in public relations, Public Relations Review, 25, 171, 10.1016/S0363-8111(99)80161-1 · doi:10.1016/s0363-8111(99)80161-1
  7. 1997, It depends: a contingency theory of accommodation in public relations, Journal of Public Relations Research, 9, 31, 10.1207/s1532754xjprr0901_02 · DOI · Paper page
  8. 1997, Linkages between causal ascriptions, emotion, and behavior, International Journal of Behavioral Development, 20, 153, 10.1080/016502597385496 · DOI
  9. 2006, Framing effect on the public’s response to crisis: human interest frame and crisis type influencing responsibility and blame, Public Relations Review, 32, 420, 10.1016/j.pubrev.2006.09.011 · doi:10.1016/j.pubrev.2006.09.011
  10. 2009, Consumer response to crisis: exploring the concept of involvement in Mattel product recalls, Public Relations Review, 35, 18, 10.1016/j.pubrev.2008.09.009 · DOI
  11. Coombs, W.T. (2004a), “A theoretical frame for post-crisis communication: situational crisis communication theory”, in Martinko, M.J. (Ed.), Attribution Theory in the Organizational Sciences: Theoretical and Empirical Contributions, IAP-Information Age Pub, Greenwich, CT, pp. 275-296.
  12. 2004, Impact of past crises on current crisis communication: insights from situational crisis communication theory, Journal of Business Communication, 41, 265, 10.1177/0021943604265607 · DOI · Paper page
  13. 1996, Communication and attribution in a crisis: an experimental study in crisis communication, Journal of Public Relations Research, 84, 279
  14. 2002, Helping crisis managers protect reputational assets: initial tests of the situational crisis communication theory, Management Communication Quarterly, 16, 165, 10.1177/089331802237233 · DOI · Paper page
  15. Coombs, W.T. and Holladay, S.J. (2005), “Exploratory study of stakeholder emotions: affect and crisis”, in Ashkanasy, N.M., Zerbe, W.J. and Hartel, C.E.J. (Eds), Research on Emotion in Organizations: Volume 1: The Effect of Affect in Organizational Settings, Elsevier, New York, NY, pp. 271-288. · DOI · Paper page
  16. 2007, The negative communication dynamic: exploring the impact of stakeholder affect on behavioral intentions, Journal of Communication Management, 11, 300, 10.1108/13632540710843913 · DOI · Paper page
  17. 2015, Toward a more nuanced understanding of the statistical properties of a median split, Journal of Consumer Psychology, 25, 652, 10.1016/j.jcps.2014.12.002 · DOI · Paper page
  18. 2015, The median split: robust, refined, and revived, Journal of Consumer Psychology, 25, 690, 10.1016/j.jcps.2015.06.014 · DOI · Paper page
  19. 2012, A neurobehavioral evolutionary perspective on the mechanisms underlying empathy, Progress in Neurobiology, 98, 38, 10.1016/j.pneurobio.2012.05.001 · DOI · Paper page
  20. 1991, Comparative advertising effectiveness: the role of involvement and source credibility, Journal of Advertising, 20, 38, 10.1080/00913367.1991.10673205 · DOI · Paper page
  21. 2006, Picture this: emotional and political responses to photographs of the Kenneth Bigley kidnapping, European Journal of Social Psychology, 36, 635, 10.1002/ejsp.316 · DOI
  22. 1977, Human Emotions
  23. 2010, Public support for Haitian earthquake victims: role of attributions and emotions, Public Relations Review, 36, 325, 10.1016/j.pubrev.2010.08.003 · doi:10.1016/j.pubrev.2010.08.003
  24. 2015, Enhancing organizational survivability in a crisis: perceived organizational crisis responsibility, stance, and strategy, Sustainability, 7, 11532, 10.3390/su70911532 · doi:10.3390/su70911532
  25. 2011, Satisfaction, corporate credibility, CEO reputation and leadership effects on public relationships, Journal of Targeting, Measurement and Analysis for Marketing, 19, 127, 10.1057/jt.2011.10 · DOI
  26. 2009, The effects of public’s cognitive appraisal of emotions in crises on crisis coping and strategy assessment, Public Relations Review, 35, 310, 10.1016/j.pubrev.2009.02.003 · doi:10.1016/j.pubrev.2009.02.003
  27. 2010, Making sense sensibly in crisis communication: how publics’ crisis appraisals influence their negative emotions, coping strategy preferences and crisis response acceptance, Communication Research, 37, 522, 10.1177/0093650210368256 · DOI
  28. 2014, Examining publics’ crisis responses according to different shades of anger and sympathy, Journal of Public Relations Research, 26, 79, 10.1080/1062726X.2013.848143 · DOI
  29. 2007, The effects of threat type and duration on public relations practitioner’s cognitive, affective, and conative responses in crisis situations, Journal of Public Relations Research, 19, 255, 10.1080/10627260701331762 · doi:10.1080/10627260701331762
  30. 2010, Strategic communication of hope and anger: a case of Duke University’s conflict management with multiple publics, Public Relations Review, 36, 63, 10.1016/j.pubrev.2009.08.015 · DOI
  31. 2007, Integrated crisis mapping: towards a publics-based, emotion-driven conceptualization in crisis communication, Sphera Publica, 7, 81
  32. 2012, Toward a publics-driven, emotion-based conceptualization in crisis communication: unearthing dominant emotions in multi-staged testing of the integrated crisis mapping (ICM) model, Journal of Public Relations Research, 24, 266, 10.1080/1062726X.2012.676747 · DOI · Paper page
  33. 1994, Consumer reaction to company-related disasters: the effect of multiple versus single explanations, Advances in Consumer Research, 21, 348
  34. 1996, Components of consumer reaction to company-related mishaps: a structural equation model approach, Advances in Consumer Research, 23, 346
  35. 1998, Strategic Brand Management: Building, Measuring, and Managing Brand Equity
  36. 2009, Making nice may not matter: the interplay of crisis type, response type and crisis issue on perceived organizational responsibility, Public Relations Review, 35, 86, 10.1016/j.pubrev.2008.09.013 · DOI
  37. 2012, Finding primary publics: a test of the third-person perception in corporate crisis situations, Journal of Public Relations Research, 24, 391, 10.1080/1062726X.2012.723275 · doi:10.1080/1062726x.2012.723275
  38. 1982, Thoughts on the relations between emotion and cognition, American Psychologist, 37, 1019, 10.1037/0003-066X.37.9.1019 · doi:10.1037/0003-066x.37.9.1019 · Paper page
  39. 1991, Emotion and Adaptation
  40. 1999, Stress and Emotion: A New Synthesis
  41. 1984, Stress, Appraisal, and Coping
  42. 2005, Hong Kong consumers’ evaluation in an airline crash: a path model analysis, Journal of Public Relations Research, 17, 363, 10.1207/s1532754xjprr1704_3 · DOI
  43. 2000, Beyond valence: toward a model of emotion-specific influences on judgment and choice, Cognition and Emotion, 14, 473, 10.1080/026999300402763 · DOI · Paper page
  44. 2011, How organizations framed the 2009 H1N1 pandemic via social and traditional media: implications for US health communicators, Public Relations Review, 37, 233, 10.1016/j.pubrev.2011.03.005 · DOI · Paper page
  45. 1992, Measuring causal attributions: the revised causal dimension scale (CDII), Personality and Social Psychology Bulletin, 18, 566, 10.1177/0146167292185006 · DOI · Paper page
  46. 1989, Schema incongruity as a basis for product evaluation, Journal of Consumer Research, 16, 39, 10.1086/209192 · DOI · Paper page
  47. 2008, The effects of a different category context on target brand evaluations, Journal of Consumer Research, 35, 668, 10.1086/592128 · doi:10.1086/592128
  48. Novaco, R.W. (1994), “Anger as a risk factor for violence among the mentally disordered”, in Monahan, J. and Steadman, H. (Eds), Violence and Mental Disorder: Developments in Risk Assessment, University of Chicago Press, Chicago, IL, pp. 21-59.
  49. 1987, Consumer Behavior and Marketing Strategy
  50. 1979, Issue-involvement can increase or decrease persuasion by enhancing message relevant cognitive responses, Journal of Personality and Social Psychology, 37, 1915, 10.1037/0022-3514.37.10.1915 · doi:10.1037/0022-3514.37.10.1915 · Paper page
  51. Petty, R.E. and Cacioppo, J.T. (1986), “The elaboration likelihood model of persuasion”, in Berkowitz, L. (Ed.), Advances in Experimental Social Psychology (Vol. 19), Academic Press, New York, NY, pp. 123-205.
  52. Petty, R.E., Priester, J.R. and Brinol, P. (2002), “Mass media attitude change: implications of the elaboration likelihood model of persuasion”, in Bryant, J. and Zillmann, D. (Eds), Media Effects, LEA, Mahwah, NJ, pp. 155-198.
  53. 2000, Anger, Aggression, and Violence: An Interdisciplinary Approach
  54. 1994, Phenomenology, behaviours, and goals differentiate discrete emotions, Journal of Personality and Social Psychology, 67, 206, 10.1037/0022-3514.67.2.206 · DOI · Paper page
  55. 1991, Appraisal determinants of discrete emotions, Cognition and Emotion, 5, 161, 10.1080/02699939108411034 · DOI · Paper page
  56. 1986, The emotion of anger: some conceptual and theoretical issues, Professional Psychology: Research and Practice, 17, 115, 10.1037/0735-7028.17.2.115 · doi:10.1037/0735-7028.17.2.115
  57. 1982, The causal dimension scale: a measure of how individuals perceive causes, Journal of Personality and Social Psychology, 42, 1137, 10.1037/0022-3514.42.6.1137 · doi:10.1037/0022-3514.42.6.1137 · Paper page
  58. 1985, Selected socio-economic and demographic characteristics associated with purchasing involvement, Journal of Marketing, 49, 72, 10.1177/002224298504900107 · DOI · Paper page
  59. 1990, Emotional intelligence, Imagination, Cognition and Personality, 9, 185, 10.2190/DUGG-P24E-52WK-6CDG · DOI · Paper page
  60. Salovey, P. and Rosenhan, D.L. (1989), “Mood states and prosocial behavior”, in Wagner, H. and Manstead, A. (Eds), Handbook of Psychology, Wiley, New York, NY, pp. 371-391.
  61. 1985, Patterns of cognitive appraisal in emotion, Journal of Personality and Social Psychology, 48, 813, 10.1037/0022-3514.48.4.813 · doi:10.1037/0022-3514.48.4.813 · Paper page
  62. 1993, In search of the ‘hot’ cognitions: attributions, appraisals, and their relation to emotion, Journal of Personality and Social Psychology, 65, 916, 10.1037/0022-3514.65.5.916 · DOI · Paper page
  63. 1996, Brands in crisis: consumer help for deserving victims, Advances in Consumer Research, 23, 429
  64. 2001, Judgment under emotional uncertainty: the effects of specific emotions on information processing, Journal of Personality and Social Psychology, 81, 973, 10.1037/0022-3514.81.6.973 · DOI · Paper page
  65. 2007, Using emotion in risk communication: the anger activism model, Public Relations Review, 33, 114, 10.1016/j.pubrev.2006.11.013 · DOI
  66. Wallbott, H. and Scherer, K.R. (1989), “Assessing emotion by questionnaire”, in Plutchik, R. and Kellerman, H. (Eds), Emotion: Theory, Research, and Experience, Vol. 4: The Measurement of Emotion, Academic Press, New York, NY, pp. 55-82. · DOI
  67. 1986, An Attributional Theory of Motivation and Emotion
  68. 1995, Judgments of Responsibility: A Foundation for a Theory of Social Conduct
  69. 1986, The distinction between sympathy and empathy: to call forth a concept, a word is needed, Journal of Personality and Social Psychology, 50, 314, 10.1037/0022-3514.50.2.314 · doi:10.1037/0022-3514.50.2.314 · Paper page
  70. 1985, Measuring the involvement construct, Journal of Consumer Research, 12, 341, 10.1086/208520 · DOI · Paper page
  71. 1994, The personal involvement inventory: reduction, revision, and application to advertising, Journal of Advertising, 23, 59, 10.1080/00913367.1943.10673459 · DOI · Paper page
  72. 2006, A relationship-based approach to understanding third-person perceptions, Journalism & Mass Communication Quarterly, 83, 530, 10.1177/107769900608300304 · doi:10.1177/107769900608300304
  73. 2006, Do we stand on common ground? A threat appraisal model for terror alerts issued by the department of homeland security, Journal of Contingency and Crisis Management, 14, 82, 10.1111/j.1468-5973.2006.00484.x · doi:10.1111/j.1468-5973.2006.00484.x

Cited by

See all 24

Metadata

Authors
Kim, J., & Jin, Y.
Venue
Corporate Communications: An International Journal
Publisher
Emerald
Published
2016-10-03
Volume
21
Issue
4
Pages
465-482
ISSN
1356-3289
DOI
10.1108/ccij-10-2015-0064
Cited by
24
References
1
Language
en
Licence
www.emerald.com/insight/site-policies (tdm)

About these checks

Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.

Statistics and arithmetic are recomputed, not judged.

Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.

What counts as a claim ›How we measure confidence ›How we check this ›

Are you an author, or do you see a problem with this page? Request a review

How to cite

Cite CoChat for the checks on this page, and the paper for its own findings.

This page
CoChat. (2026). Citation check: Understanding emotionally involved publics: The effects of crisis type and felt involvement on publics’ emotional responses to different consumer product crises. https://app.cochat.ai/papers/10.1108/ccij-10-2015-0064
The paper
Kim, J., & Jin, Y. (2016). Understanding emotionally involved publics: The effects of crisis type and felt involvement on publics’ emotional responses to different consumer product crises. Corporate Communications: An International Journal. https://doi.org/10.1108/ccij-10-2015-0064

Data sources

Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.