{"title":"从愤怒到宽恕:探索情绪在危机类型、企业社会责任契合度和组织成果之间的中介作用","authors":"James Ndone","doi":"10.1111/1468-5973.12620","DOIUrl":null,"url":null,"abstract":"<p>This study investigates how three types of emotions (anger, affective empathy, and cognitive empathy) mediate the relationship between crisis type and corporate social responsibility (CSR) fit and organizational outcomes such as purchase intentions, negative word-of-mouth (nwom), organizational reputation, as well as forgiveness. An online 2 (crisis type: product-harm vs. moral-harm) x 2 (CSR fit: high fit vs. low fit) between-subjects design (<i>N</i> = 412) was conducted with the participants recruited via CloudResearch, a crowdsourcing platform. The findings indicate that anger significantly mediates the relationship between crisis \\type and crisis outcomes, with product-harm crises increasing anger and leading to more negative outcomes. Conversely, high CSR fit reduces anger and enhances positive organizational outcomes. Affective empathy also mediates these relationships, with product-harm crises lowering affective empathy and CSR fit improving it, subsequently influencing purchase intentions, reputation, forgiveness, and negative word-of-mouth. Cognitive empathy partially mediates these effects, particularly affecting negative word-of-mouth, reputation, and forgiveness. These results suggest that managing stakeholder emotions through CSR alignment can effectively mitigate negative impacts during crises. Both theoretical and practical implications are discussed.</p>","PeriodicalId":47674,"journal":{"name":"Journal of Contingencies and Crisis Management","volume":null,"pages":null},"PeriodicalIF":2.6000,"publicationDate":"2024-09-19","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://onlinelibrary.wiley.com/doi/epdf/10.1111/1468-5973.12620","citationCount":"0","resultStr":"{\"title\":\"From fury to forgiveness: Exploring the mediating role of emotions in the relationship between crisis type, corporate social responsibility fit, and organizational outcomes\",\"authors\":\"James Ndone\",\"doi\":\"10.1111/1468-5973.12620\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"<p>This study investigates how three types of emotions (anger, affective empathy, and cognitive empathy) mediate the relationship between crisis type and corporate social responsibility (CSR) fit and organizational outcomes such as purchase intentions, negative word-of-mouth (nwom), organizational reputation, as well as forgiveness. An online 2 (crisis type: product-harm vs. moral-harm) x 2 (CSR fit: high fit vs. low fit) between-subjects design (<i>N</i> = 412) was conducted with the participants recruited via CloudResearch, a crowdsourcing platform. The findings indicate that anger significantly mediates the relationship between crisis \\\\type and crisis outcomes, with product-harm crises increasing anger and leading to more negative outcomes. Conversely, high CSR fit reduces anger and enhances positive organizational outcomes. Affective empathy also mediates these relationships, with product-harm crises lowering affective empathy and CSR fit improving it, subsequently influencing purchase intentions, reputation, forgiveness, and negative word-of-mouth. Cognitive empathy partially mediates these effects, particularly affecting negative word-of-mouth, reputation, and forgiveness. These results suggest that managing stakeholder emotions through CSR alignment can effectively mitigate negative impacts during crises. Both theoretical and practical implications are discussed.</p>\",\"PeriodicalId\":47674,\"journal\":{\"name\":\"Journal of Contingencies and Crisis Management\",\"volume\":null,\"pages\":null},\"PeriodicalIF\":2.6000,\"publicationDate\":\"2024-09-19\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"https://onlinelibrary.wiley.com/doi/epdf/10.1111/1468-5973.12620\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Contingencies and Crisis Management\",\"FirstCategoryId\":\"91\",\"ListUrlMain\":\"https://onlinelibrary.wiley.com/doi/10.1111/1468-5973.12620\",\"RegionNum\":3,\"RegionCategory\":\"管理学\",\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"MANAGEMENT\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Contingencies and Crisis Management","FirstCategoryId":"91","ListUrlMain":"https://onlinelibrary.wiley.com/doi/10.1111/1468-5973.12620","RegionNum":3,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"MANAGEMENT","Score":null,"Total":0}
引用次数: 0
摘要
本研究探讨了三种情绪(愤怒、情感移情和认知移情)如何调节危机类型与企业社会责任(CSR)契合度之间的关系,以及购买意向、负面口碑(nwom)、组织声誉和宽恕等组织结果之间的关系。研究采用在线 2(危机类型:产品伤害 vs. 道德伤害)x 2(企业社会责任契合度:高契合度 vs. 低契合度)被试间设计(N = 412),通过众包平台 CloudResearch 招募参与者。研究结果表明,愤怒在很大程度上介导了危机类型和危机结果之间的关系,产品危害危机会增加愤怒,并导致更多的负面结果。相反,高企业社会责任契合度会降低愤怒情绪,增强积极的组织结果。情感共鸣也是这些关系的中介,产品伤害危机会降低情感共鸣,而企业社会责任契合度会提高情感共鸣,进而影响购买意愿、声誉、宽恕和负面口碑。认知移情对这些影响起到部分中介作用,尤其是对负面口碑、声誉和宽恕度的影响。这些结果表明,通过企业社会责任调整来管理利益相关者的情绪,可以有效减轻危机期间的负面影响。本文讨论了理论和实践意义。
From fury to forgiveness: Exploring the mediating role of emotions in the relationship between crisis type, corporate social responsibility fit, and organizational outcomes
This study investigates how three types of emotions (anger, affective empathy, and cognitive empathy) mediate the relationship between crisis type and corporate social responsibility (CSR) fit and organizational outcomes such as purchase intentions, negative word-of-mouth (nwom), organizational reputation, as well as forgiveness. An online 2 (crisis type: product-harm vs. moral-harm) x 2 (CSR fit: high fit vs. low fit) between-subjects design (N = 412) was conducted with the participants recruited via CloudResearch, a crowdsourcing platform. The findings indicate that anger significantly mediates the relationship between crisis \type and crisis outcomes, with product-harm crises increasing anger and leading to more negative outcomes. Conversely, high CSR fit reduces anger and enhances positive organizational outcomes. Affective empathy also mediates these relationships, with product-harm crises lowering affective empathy and CSR fit improving it, subsequently influencing purchase intentions, reputation, forgiveness, and negative word-of-mouth. Cognitive empathy partially mediates these effects, particularly affecting negative word-of-mouth, reputation, and forgiveness. These results suggest that managing stakeholder emotions through CSR alignment can effectively mitigate negative impacts during crises. Both theoretical and practical implications are discussed.
期刊介绍:
The Journal of Contingencies and Crisis Management is an invaluable source of information on all aspects of contingency planning, scenario analysis and crisis management in both corporate and public sectors. It focuses on the opportunities and threats facing organizations and presents analysis and case studies of crisis prevention, crisis planning, recovery and turnaround management. With contributions from world-wide sources including corporations, governmental agencies, think tanks and influential academics, this publication provides a vital platform for the exchange of strategic and operational experience, information and knowledge.