英文摘要 |
Aiming to explicate the mechanism of how negative megaphoning on social media is induced during a corporate crisis, the current study examines the central role of perceived betrayal in the formation process of online retaliation. Expanded from previous theories, the integrated conceptual model proposes that perceived defensiveness in crisis response will lead to stronger perceptions of betrayal, which further predicts the intention of negative megaphoning online. Based on structural equation modeling analysis, the survey results (N=716) suggest that the effects of perceived defensiveness on negative megaphoning were moderated by previous organization-public relationship and then mediated by the perceptions of betrayal. Perceived betrayal appeared to be a key mediator in crisis communication process with an effect path to negative megaphoning on social media that is intrinsically moderated by personal level of self-disclosure in the online setting. The theoretical and practical implications for crisis communication in general and specifically in the context of data breaches are discussed. |