An Integrated Model of Crisis Management and Organization-Public Relationships (OPRs)

• In Event: Changing Discourse: Communication in the wake of crisis

Abstract

This study integrates the attributional theory, situational approach and emotion-based perspective
to crisis management by examining the relations among attributional antecedents (e.g., locus,
controllability, stability, and intentionality), publics’ attribution of responsibility, crisis response
strategies, emotions, and organization-public relationships (OPRs). By including relationships as
both an antecedent and outcome, this study may yield unique insights into crisis and relationship
management as a process.

Authors

• Hongmei Shen, University of Maryland

• Hua Jiang, University of Maryland