%0 Journal Article
%T Facial Expressions and Verbal Response Strategies in Postcrisis Communication
%A Hui-Chung Yao
%A Yu-Bin Lai
%J Journal of Business and Technical Communication
%@ 1552-4574
%D 2019
%R 10.1177/1050651918798674
%X This study explores how a spokesperson¡¯s facial expressions and verbal response strategies affect participants¡¯ evaluations of an organization¡¯s crisis communication responses. Using a between-subjects experiment with Taiwanese participants, the study investigates the effects of congruence and incongruence between an organization¡¯s emotional and verbal responses on participants¡¯ perceptions of the acceptability of its crisis response. The findings suggest that an organization¡¯s emotional response should be congruent with its verbal response strategy in order to enhance the audience¡¯s acceptance of its crisis response and in turn protect its reputation
%K emotional crisis communication
%K crisis response
%K facial expression
%K emotion
%K reputation
%K communication management
%U https://journals.sagepub.com/doi/full/10.1177/1050651918798674