Sökning: id:"swepub:oai:lup.lub.lu.se:513cb864-fe1a-4bfa-b424-cc1928b887a8" >
Crisis communicatio...
Crisis communication in service ecosystems : perspectives and future challenges
-
- Blasco, Lorena (författare)
- ESCP Europe Business School, Madrid
-
- Falkheimer, Jesper (författare)
- Lund University,Lunds universitet,Institutionen för strategisk kommunikation,Samhällsvetenskapliga institutioner och centrumbildningar,Samhällsvetenskapliga fakulteten,Department of Strategic Communication,Departments of Administrative, Economic and Social Sciences,Faculty of Social Sciences
-
- Heide, Mats (författare)
- Lund University,Lunds universitet,Institutionen för strategisk kommunikation,Samhällsvetenskapliga institutioner och centrumbildningar,Samhällsvetenskapliga fakulteten,Department of Strategic Communication,Departments of Administrative, Economic and Social Sciences,Faculty of Social Sciences
-
(creator_code:org_t)
- 2022
- 2022
- Engelska.
-
Ingår i: Journal of Service Management. - 1757-5818. ; 33:4/5, s. 601-613
- Relaterad länk:
-
https://www.emerald....
-
visa fler...
-
http://dx.doi.org/10...
-
https://lup.lub.lu.s...
-
https://doi.org/10.1...
-
visa färre...
Abstract
Ämnesord
Stäng
- Purpose: The purpose of this article is to offer new insights into crisis communication in service ecosystems. The authors present a framework to conceptually categorize service crises and then analyze key aspects of crisis communication among different stakeholders in a service ecosystem. Design/methodology/approach: Building on crisis communication and service ecosystems research, we propose a framework to better understand crisis communication during service crises in service ecosystems. In doing so, we propose a typology of service crisis in service ecosystems and identify the main factors of crisis communication under the lens of the Rhetorical Arena Theory (RAT). Findings: This article integrates communication theory and service research in the area and identifies different key dimensions to gain a deeper understanding of crisis communication in service ecosystems. Moreover, and building on RAT, several research lines are recommended in order to explore further macro (i.e. the role and interactions between different stakeholders in the event of a crisis) and micro (i.e. individual aspects related to the context, media, genre and text) dimensions, and their importance during the communication process. Originality/value: Our framework offers a typology of service crises and suggests the importance of considering a multi-actor, multi-channel perspective in communication when a crisis occurs in order to monitor and avoid the potential negative impact for both the organization's recovery and the service ecosystem evolution afterward.
Ämnesord
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Kommunikationsvetenskap (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Communication Studies (hsv//eng)
Nyckelord
- Crisis communication
- Rhetorical arena theory
- Service crisis
- Service ecosystems
- Stakeholders
Publikations- och innehållstyp
- art (ämneskategori)
- ref (ämneskategori)
Hitta via bibliotek
Till lärosätets databas