A balance theory approach to stakeholder network and apology strategy

作者：Yang Aimei; Bentley Josh

来源：Public Relations Review, 2017, 43(2): 267-277.

DOI：10.1016/j.pubrev.2017.02.012

• Crisis communication
• Social network perspective
• Stakeholder Network Management Theory
• Cognitive Balance Theory
• Apology

Apology is an important area of research in crisis communication. Scholars have largely explored apology from an organization-centric, dyadic approach. We argue that this type of research has made unrealistic assumptions about a much more complex social system and may be challenged by increasingly interconnected social reality. This paper uses Structural Balance Theory and Stakeholder Network Management Theory to develop a model and several testable propositions to guide the way organizations respond to a crisis.

• 出版日期2017-6