Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism

The black swan of crises – a double or multiple crisis event – may well cripple any organization despite it being crisis-ready. Using a multiple-case study method comprising six individual case studies of organizations and industries that had the misfortune of experiencing a second crisis before the...

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Main Author: Damayanti, Ratna
Other Authors: Augustine Pang
Format: Theses and Dissertations
Language:English
Published: 2017
Subjects:
Online Access:http://hdl.handle.net/10356/72405
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Institution: Nanyang Technological University
Language: English
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spelling sg-ntu-dr.10356-724052019-12-10T14:47:27Z Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism Damayanti, Ratna Augustine Pang Wee Kim Wee School of Communication and Information DRNTU::Business::Public relations::Crisis communication The black swan of crises – a double or multiple crisis event – may well cripple any organization despite it being crisis-ready. Using a multiple-case study method comprising six individual case studies of organizations and industries that had the misfortune of experiencing a second crisis before the first one is resolved, this study offers: A novel conceptualization of the double / multiple crisis; variations of the double / multiple crisis; and strategies rooted in Coombs’ (2012) Situational Crisis Communication Theory. This study found that for double and multiple crises, the original crisis does not affect organizational reputation the way crisis history does: Biernat’s (2012) assimilation-contrast theory may better explain how stakeholders attribute blame to companies experiencing the second crisis in a double crisis, or companies experiencing the latter crises in a multiple crisis situation. A contrast effect occurs when a double crisis situation comprises of two crises falling under different crisis clusters; in such instances, this study builds on SCCT recommendations to explore new frontiers of crisis management and communication response. This study extends Coombs’ Situational Crisis Communication Theory (2012) to account for a new variable: The double or multiple crisis. This study also offers the decision making framework for double crisis, to help practitioners choose appropriate SCCT strategies in a real-life double crisis, and the amount of resources to allocate to manage the crisis. Keywords: double crisis, multiple crisis, crisis history, crisis communication strategies ​Master of Mass Communication 2017-07-10T03:11:04Z 2017-07-10T03:11:04Z 2017 Thesis http://hdl.handle.net/10356/72405 en Nanyang Technological University 106 p. application/pdf
institution Nanyang Technological University
building NTU Library
country Singapore
collection DR-NTU
language English
topic DRNTU::Business::Public relations::Crisis communication
spellingShingle DRNTU::Business::Public relations::Crisis communication
Damayanti, Ratna
Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism
description The black swan of crises – a double or multiple crisis event – may well cripple any organization despite it being crisis-ready. Using a multiple-case study method comprising six individual case studies of organizations and industries that had the misfortune of experiencing a second crisis before the first one is resolved, this study offers: A novel conceptualization of the double / multiple crisis; variations of the double / multiple crisis; and strategies rooted in Coombs’ (2012) Situational Crisis Communication Theory. This study found that for double and multiple crises, the original crisis does not affect organizational reputation the way crisis history does: Biernat’s (2012) assimilation-contrast theory may better explain how stakeholders attribute blame to companies experiencing the second crisis in a double crisis, or companies experiencing the latter crises in a multiple crisis situation. A contrast effect occurs when a double crisis situation comprises of two crises falling under different crisis clusters; in such instances, this study builds on SCCT recommendations to explore new frontiers of crisis management and communication response. This study extends Coombs’ Situational Crisis Communication Theory (2012) to account for a new variable: The double or multiple crisis. This study also offers the decision making framework for double crisis, to help practitioners choose appropriate SCCT strategies in a real-life double crisis, and the amount of resources to allocate to manage the crisis. Keywords: double crisis, multiple crisis, crisis history, crisis communication strategies
author2 Augustine Pang
author_facet Augustine Pang
Damayanti, Ratna
format Theses and Dissertations
author Damayanti, Ratna
author_sort Damayanti, Ratna
title Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism
title_short Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism
title_full Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism
title_fullStr Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism
title_full_unstemmed Managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism
title_sort managing double and multiple crises : examining crisis dynamics, organizational responses, and stakeholder activism
publishDate 2017
url http://hdl.handle.net/10356/72405
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