Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies

Yıl: 2018 Cilt: 0 Sayı: 46 Sayfa Aralığı: 275 - 290 Metin Dili: İngilizce İndeks Tarihi: 11-03-2020

Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies

Öz:
In this study, the effects of organization-public relationship and crisis communicationstrategies on audience perception and attitudes during a crisis have been investigatedexperimentally. In the context of the research, an university in Turkey was selected asthe organization and students were selected as target groups, and Coombs’ situationalcrisis communication theories have been tested an experimental study carried out with 97students. Students were divided into 8 groups according to different corporate reputationand relational satisfaction perceptions; a crisis situation was created, and a different crisiscommunication strategy was applied to each group. According to the research results, nomatter what the thoughts were before the crisis, crisis communication strategy doesn’treduce the responsibility of the organization in crisis, and it doesn’t affect the minds ofthe audience, but the perception of corporate reputation and sense of relational satisfactionaffect the credibility and confidence of the organization’s words and actions. Regardless ofthe corporate reputation and relational satisfaction, the strategy of denying the crisis gavethe highest accusation score, and the messages given to reduce the negative consequencesof the crisis were found effective within each group. The reason for this is that participantsweren’t concerned about the cause of the crisis; they were concerned only with the messagesto reduce the harmful effects of the crisis
Anahtar Kelime:

Konular: İletişim

Kurumsal Halkla İlişkilerin Etkinliğini Ölçme: Kriz Müdahale Stratejileri Üzerine Deneysel Bir Araştırma

Öz:
Bu çalışmada, kurumsal halkla ilişkiler ve kriz müdahale stratejilerinin bir kriz esnasında hedef kitle algılamaları ve tutumları üzerindeki etkileri deneysel olarak incelenmiştir. Araştırma kapsamında, kuruluş olarak Türkiye’de bir üniversite, hedef kitlesi olarak ise mevcut öğrencileri seçilmiştir ve Coombs’un durumsal kriz iletişim teorileri deneysel olarak 97 öğrenci üzerinde test edilmiştir. Öğrenciler farklı kurumsal itibar algısı ve ilişkisel memnuniyet duygusuna göre 8 gruba ayrılmış, bir kriz durumu oluşturulmuş ve her gruba farklı bir kriz iletişim stratejisi uygulanmıştır. Araştırma sonuçlarına göre kriz öncesindeki düşünceler her ne olursa olsun, kriz iletişim stratejilerinin kuruluşun krizdeki sorumluluğunu azaltmadığı ve hedef kitlelerin düşüncelerini etkilemediği, ancak kurumsal itibar algısının ve ilişkisel memnuniyet duygusunun kuruluşun söz ve eylemlerine olan inandırıcılığı ve güveni etkilediği sonucu bulunmuştur. Kurumsal itibar algısı ve ilişkisel memnuniyet duygusundan bağımsız olarak, inkar etme stratejisi en yüksek suçlama atfı puanını verirken, krizin olumsuz sonuçlarını azaltmak için verilen mesajlar ise her bir grup içinde en etkili strateji olarak bulunmuştur. Bunun nedeni, katılımcıların krizin neden ortaya çıktığıyla ilgilenmemeleri, sadece krizin zararlı etkilerini azaltmak için verilen mesajlarla ilgilenmeleridir.
Anahtar Kelime:

Konular: İletişim
Belge Türü: Makale Makale Türü: Araştırma Makalesi Erişim Türü: Erişime Açık
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APA ÇELEBI E (2018). Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. , 275 - 290.
Chicago ÇELEBI ENGIN Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. (2018): 275 - 290.
MLA ÇELEBI ENGIN Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. , 2018, ss.275 - 290.
AMA ÇELEBI E Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. . 2018; 275 - 290.
Vancouver ÇELEBI E Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. . 2018; 275 - 290.
IEEE ÇELEBI E "Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies." , ss.275 - 290, 2018.
ISNAD ÇELEBI, ENGIN. "Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies". (2018), 275-290.
APA ÇELEBI E (2018). Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. İletişim Kuram ve Araştırma Dergisi, 0(46), 275 - 290.
Chicago ÇELEBI ENGIN Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. İletişim Kuram ve Araştırma Dergisi 0, no.46 (2018): 275 - 290.
MLA ÇELEBI ENGIN Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. İletişim Kuram ve Araştırma Dergisi, vol.0, no.46, 2018, ss.275 - 290.
AMA ÇELEBI E Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. İletişim Kuram ve Araştırma Dergisi. 2018; 0(46): 275 - 290.
Vancouver ÇELEBI E Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies. İletişim Kuram ve Araştırma Dergisi. 2018; 0(46): 275 - 290.
IEEE ÇELEBI E "Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies." İletişim Kuram ve Araştırma Dergisi, 0, ss.275 - 290, 2018.
ISNAD ÇELEBI, ENGIN. "Measuring the Effectiveness of Organizational Public Relations: An Experimental Research on Crisis Response Strategies". İletişim Kuram ve Araştırma Dergisi 46 (2018), 275-290.