Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization

Crises often occur in the form of unexpected events which evoke emotional experiences for those involved. Though crisis research has largely focused on verbal strategies in responding to a crisis, how they are delivered is arguably crucial too. While crisis literature show that stakeholders experien...

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Main Authors: Vikneshwaran, Mano, Yeo, Yanping, Lee, Hui Zyi, Xu, Jinghui
Other Authors: Augustine Pang
Format: Final Year Project
Language:English
Published: 2013
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Online Access:http://hdl.handle.net/10356/52904
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Institution: Nanyang Technological University
Language: English
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spelling sg-ntu-dr.10356-529042019-12-10T11:57:47Z Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization Vikneshwaran, Mano Yeo, Yanping Lee, Hui Zyi Xu, Jinghui Augustine Pang Wee Kim Wee School of Communication and Information May Oo Lwin DRNTU::Social sciences::Communication::Organizational communication DRNTU::Social sciences::Psychology::Affection and emotion Crises often occur in the form of unexpected events which evoke emotional experiences for those involved. Though crisis research has largely focused on verbal strategies in responding to a crisis, how they are delivered is arguably crucial too. While crisis literature show that stakeholders experience emotional upheavals during crises, is it possible that organizations can be emotionally affected as well? If so, can organizational leaders, like the CEO, then freely express emotions such as sobbing when communicating with stakeholders? The authors developed a CEO Emoting Model to explore the influence of expressed affect by the CEO on stakeholder perceptions of the CEO and the organization. Two studies were undertaken in the form of participant observation and an experimental study involving 302 participants. Findings show that organizations do express affect during crises via verbal and nonverbal cues, and that such affect cues significantly influence stakeholders’ positive behavioural intentions and how they perceive the CEO and the organization. However, these effects are highly influenced by the gender of the CEO and severity of the crisis. The expression of affect by the CEO was also found to elicit stronger empathetic emotions from stakeholders. These findings present significant implications in how practitioners should counsel their CEO in terms of emotional display or emotional constraint when addressing their stakeholders during crises. Bachelor of Communication Studies 2013-05-29T02:46:33Z 2013-05-29T02:46:33Z 2013 2013 Final Year Project (FYP) http://hdl.handle.net/10356/52904 en Nanyang Technological University 95 p. application/pdf
institution Nanyang Technological University
building NTU Library
country Singapore
collection DR-NTU
language English
topic DRNTU::Social sciences::Communication::Organizational communication
DRNTU::Social sciences::Psychology::Affection and emotion
spellingShingle DRNTU::Social sciences::Communication::Organizational communication
DRNTU::Social sciences::Psychology::Affection and emotion
Vikneshwaran, Mano
Yeo, Yanping
Lee, Hui Zyi
Xu, Jinghui
Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization
description Crises often occur in the form of unexpected events which evoke emotional experiences for those involved. Though crisis research has largely focused on verbal strategies in responding to a crisis, how they are delivered is arguably crucial too. While crisis literature show that stakeholders experience emotional upheavals during crises, is it possible that organizations can be emotionally affected as well? If so, can organizational leaders, like the CEO, then freely express emotions such as sobbing when communicating with stakeholders? The authors developed a CEO Emoting Model to explore the influence of expressed affect by the CEO on stakeholder perceptions of the CEO and the organization. Two studies were undertaken in the form of participant observation and an experimental study involving 302 participants. Findings show that organizations do express affect during crises via verbal and nonverbal cues, and that such affect cues significantly influence stakeholders’ positive behavioural intentions and how they perceive the CEO and the organization. However, these effects are highly influenced by the gender of the CEO and severity of the crisis. The expression of affect by the CEO was also found to elicit stronger empathetic emotions from stakeholders. These findings present significant implications in how practitioners should counsel their CEO in terms of emotional display or emotional constraint when addressing their stakeholders during crises.
author2 Augustine Pang
author_facet Augustine Pang
Vikneshwaran, Mano
Yeo, Yanping
Lee, Hui Zyi
Xu, Jinghui
format Final Year Project
author Vikneshwaran, Mano
Yeo, Yanping
Lee, Hui Zyi
Xu, Jinghui
author_sort Vikneshwaran, Mano
title Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization
title_short Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization
title_full Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization
title_fullStr Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization
title_full_unstemmed Crying with victims during crisis : how CEO's emoting impact stakeholders' perception of organization
title_sort crying with victims during crisis : how ceo's emoting impact stakeholders' perception of organization
publishDate 2013
url http://hdl.handle.net/10356/52904
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