The DOI matches its Crossref record.
Information and Compassion in Crisis Responses: A Test of Their Effects
Abstract
This article reports the results of an experimental study that tested the effect of compassion and instructing information in crisis response strategies on organizational reputation, honoring accounts, and intended potential supportive behavior. The study used a pool of 1 14 crisis managers, overcoming the limitation of using only student populations. The literature analysis sets up the rationale of examining compassion and instructing information in accident crises. The results found a significant, positive effect for compassion on organizational reputation, honoring accounts, and intended potential supportive behavior. No such effect was found for instructing information. In general, experimental studies like this one help to advance our understanding of crisis communication strategies and the crisis management process. The specific implications of the study for crisis management are discussed at the end of the article.
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.
Integrity signals
Registry
Cites
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.
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
No references could be resolved yet.
Research works printed but not linked: 44
- Allen M. W., 1994, Communication Monographs, 61, 44, 10.1080/03637759409376322 · DOI · Paper page
- Ammeman, D. (1995). What's a nice company like yours doing in a story like this? In L. Barton (Ed.), New avenues in risk and crisis management (Vol. 3, pp. 3-8). Las Vegas: University of Nevada Los Vegas Small Business Development Center.
- Augustine N. R., 1995, Harvard Business Review, 73, 147
- Benoit, W. L. (1995). Accounts, excuses, and apoivgies: A theory of image restoration strategies. Albany: State University of New York Press.
- 10.1016/S0363-8111(97)90023-0 · DOI · Paper page
- Bergman E., 1994, Communication World, 11, 9
- Birch J., 1994, Pubic Relations Quarterly, 39, 1
- Blumstein P. W., 1974, American Sociolugical Review, 40, 551, 10.2307/2094421 · DOI
- Carney, A, & Jorden, A. (1993). Prepare for business-related crises. Public Relations Journal, 49(8). 34-35.
- Caruba A., 1994, Occupational Hazards, 56, 85
- Clarkson. M. B. E. (1995). A stakeholder framework for analyzing and evaluating corporate social performance. Academy ufManagement Review, 20. 92-1 17. · DOI · Paper page
- Coombs W. T., 1995, Management Communication Quarterly, 8, 447, 10.1177/0893318995008004003 · DOI · Paper page
- Coombs W. T., 1998, Journal of Public Relations Research, 10, 179, 10.1207/s1532754xjprr1003_02 · DOI · Paper page
- Coombs, W. T. & Holladay, S. J. (1996). Communication and attributions in a crisis: An experimental study of crisis communication. Journal cgPubiic Relations Research, 8, 279-295. · DOI · Paper page
- Dansereau, F. & Markham, S. E. (1 987). Superior-subordinate communication: Multiple levels of analysis. In F. M. Jablin, L. L. Putnam, K. H. Roberts, & L. W. Porter (Eds.), Handbook of organizational communication: An interdisciplinary perspective (pp. 343-388). Beverly Hills, CA: Sage.
- 10.1108/01437739410073047 · doi:10.1108/01437739410073047
- Dmckenmiller, B. (1993, August). Crises provide insight son image.Business Marketing, 78(8), pp. 40.
- Egelhoff W. G., 1992, Management Communication Quarterly, 5, 443484, 10.1177/0893318992005004003 · DOI
- Fitzpatrick K. R., 1995, Public Relations Quarterly, 40, 33
- 10.1016/0363-8111(95)90037-3 · DOI
- Gonzalez-Herrero A, 1995, Public Relations Quarterly, 40, 25
- Griffin M., 1992, Advances in Consumer Research., 19, 870
- 10.1016/0363-8111(94)90053-1 · DOI
- Irvine, R. B. & Millar, D. P. (1996). Debunking the stereotypes of crisis management: The nature of business crises in the 1990's. In L. Barton (Ed.), New avenues in risk and crisis management (Vol. 5, pp. 51-63). Las Vegas: University of Nevada Los Vegas Small Business Development Center.
- Jaeger, R. M. (1990). Statistics: A spectator sport (2nd ed.). Newbury Park, CA: Sage.
- 10.1016/0007-6813(94)90044-2 · DOI
- Kempner, M. W. (1995). Reputation management: How to handle the mediaduring a crisis.Risk Management, 42(3), 4 3 4 7 .
- Marcus A. A., 1991, Academy of Management Journal, 34, 281, 10.2307/256443 · DOI · Paper page
- Maynard, R. (1993, December). Handling a crisis effectively. Nation's Business, pp. 54-55.
- McAuley E., 1992, Personality and Social Psychology Bulletin, 18, 566, 10.1177/0146167292185006 · DOI · Paper page
- McCroskey, J. C. (1966).An introduction to rhetorical communication. Englewood Cliffs, NJ: Prentice Hall.
- McCroskey, J. C. (1997). An introduction to rhetorical communication (7th ed.). Boston: Allyn & Bacon.
- McDonald M., 1996, Travel Weekly, 55, 1
- Mitchell T. H., 1986, Canadian Business Review, 13, 17
- Pearson C. M., 1993, The Executive, 7, 48
- Richmond, V. P. & McCroskey, J. C. (1992). Organizational communication for survival. Englewood Cliffs. NJ: Prentice Hall.
- Seitel F. P., 1983, Bank Marketing, 15, 12
- 10.1016/0363-8111(91)90007-8 · DOI
- Siornkos, G. & Shrivastava, P. (1993). Responding to product liability crises. h n g Range Planning, 26,72-79. · doi:10.1016/0024-6301(93)90079-u
- Stanton A., 1989, Public Relations Journal, 45, 15
- Stuller J., 1988, Across the Board, 25, 45
- Sturges D. L., 1994, Management Communication Quarterly, 7, 297, 10.1177/0893318994007003004 · DOI · Paper page
- Tyler, L. (1997). Liability means never being able to say you'resorry: Corporate guilt, legal constraints, and defensiveness in corporate communication. Managemenr Communication Quarterly, II , 51-73. · DOI
- Wilson S., 1987, Business Marketing, 72, 92
Cited by
Coombs, W. T. (2004) · Journal of Business Communication · doi:10.1177/0021943604265607 · Cited by 555
Self-citationVan Noort, G., & Willemsen, L. M. (2012) · Journal of Interactive Marketing · doi:10.1016/j.intmar.2011.07.001 · Cited by 440
Coombs, W. T., & Holladay, S. (2001) · Journal of Public Relations Research · doi:10.1207/s1532754xjprr1304_03 · Cited by 362
Self-citationContextual Factors Surrounding Reputation Damage With Potential Implications for Reputation Repair
Rhee, M., & Valdez, M. E. (2009) · Academy of Management Review · doi:10.5465/amr.2009.35713324 · Cited by 295
Shim, K., & Yang, S.-U. (2016) · Public Relations Review · doi:10.1016/j.pubrev.2015.11.009 · Cited by 207
“Crisis Crises, involving unforeseen risks and ambiguity, can happen at any time to an organization (Coombs, 1999, 2006, 2007a; im & Cameron, 2011; Pearson & Clair, 1998). An organizational crisis can be defined as “a low-probability, high-impact event hat threatens the viability of the organization and is characterize…”
BackgroundInfluential
Metadata
- Authors
- Coombs, W. T.
- Venue
- Journal of Public Relations Research
- Publisher
- Informa UK Limited
- Published
- 1999-04
- Volume
- 11
- Issue
- 2
- Pages
- 125-142
- ISSN
- 1062-726X (ISSN-L)
- 1532-754X
- OpenAlex
- W2076426442
- Cited by
- 336
- References
- 0
- FWCI
- 24.53
- Type
- journal article
- Language
- en
- Open access
- closed
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: Information and Compassion in Crisis Responses: A Test of Their Effects. https://app.cochat.ai/papers/10.1207/s1532754xjprr1102_02
- The paper
- Coombs, W. T. (1999). Information and Compassion in Crisis Responses: A Test of Their Effects. Journal of Public Relations Research. https://doi.org/10.1207/s1532754xjprr1102_02
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.
