Measuring consumers' emotional reactions to company crises: Scale development and implications

McDonald, Lynette, Glendon, A. Ian and Sparks, Beverley (2012). Measuring consumers' emotional reactions to company crises: Scale development and implications. In: , Advances in Consumer Research - North American Conference Proceedings North American Conference Proceedings. Annual North American Conference of the Association for Consumer Research (39th, ACR NA, 2011), St. Louis, MO, U.S.A., (333-341). 13-16 October 2011.

Attached Files (Some files may be inaccessible until you login with your UQ eSpace credentials)
Name Description MIMEType Size Downloads
Author McDonald, Lynette
Glendon, A. Ian
Sparks, Beverley
Title of paper Measuring consumers' emotional reactions to company crises: Scale development and implications
Conference Paper Type Fully Published Paper
Conference name Annual North American Conference of the Association for Consumer Research (39th, ACR NA, 2011)
Conference location St. Louis, MO, U.S.A.
Conference dates 13-16 October 2011
Convener Association for Consumer Research
Proceedings title Advances in Consumer Research - North American Conference Proceedings North American Conference Proceedings  (ERA 2012 Listed)    (ERA 2010 Rank A)   Check publisher's open access policy
Journal name Advances in Consumer Research  (ERA 2012 Listed)    (ERA 2010 Rank A)   Check publisher's open access policy
Place published Duluth, MN, U.S.A.
Publisher Association for Consumer Research
Publication date 2012
Volume number 39
ISBN 9780915552597
ISSN 0098-9258
Start page 333
End page 341
Total pages 9
Collection year 2013
Language eng
Formatted Abstract/Summary Despite the burgeoning research on consumer emotions in many fields indicating emotion-behavior linkages, research on consumer emotions in response to company crisis has been limited. Previous research used scales that were not psychometrically validated. To address these gaps, and to develop and validate five self-report emotion scales, this article investigates consumers’ emotional, attitudinal, and behavioral reactions to company crises across three studies. The results show that five emotions–anger, fear, sadness, joy, surprise–predict different consumer behaviors. These scales may be used both by managers after a crisis breaks to predict likely consumer outcomes and by the growing number of crisis emotion researchers.
Keyword Company crisis
Emotion scale development
Fear
Anger
Surprise
Joy
Sympathy
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Conference Paper
Sub-type: Fully Published Paper
Collections: Official 2013 Collection
School of Journalism and Communication Publications
 
Versions
Version Filter Type
Citation counts: Google Scholar Search Google Scholar
Access Statistics: 149 Abstract Views, 15 File Downloads  -  Detailed Statistics
Created: Mon, 19 Mar 2012, 14:52:54 EST by Dr Lyn Mcdonald on behalf of School of Journalism and Communication