Crisis communication in service ecosystems : perspectives and future challenges
Blasco, Lorena ; Falkheimer, Jesper LU and Heide, Mats LU
(2022)
In Journal of Service Management
33(4/5).
p.601-613
- Abstract
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... (More)
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.
(Less)
- author
- Blasco, Lorena
; Falkheimer, Jesper
LU
and Heide, Mats
LU
- organization
- publishing date
- 2022-07-15
- type
- Contribution to journal
- publication status
- published
- subject
- keywords
- Crisis communication, Rhetorical arena theory, Service crisis, Service ecosystems, Stakeholders
- in
- Journal of Service Management
- volume
- 33
- issue
- 4/5
- pages
- 601 - 613
- publisher
- Emerald Group Publishing Limited
- external identifiers
-
- scopus:85129238677
- ISSN
- 1757-5818
- DOI
- 10.1108/JOSM-11-2021-0436
- language
- English
- LU publication?
- yes
- id
- 513cb864-fe1a-4bfa-b424-cc1928b887a8
- alternative location
- https://www.emerald.com/insight/content/doi/10.1108/JOSM-11-2021-0436/full/pdf?title=crisis-communication-in-service-ecosystems-perspectives-and-future-challenges
- date added to LUP
- 2022-04-05 16:07:53
- date last changed
- 2022-07-18 07:40:53
@article{513cb864-fe1a-4bfa-b424-cc1928b887a8,
abstract = {{<p>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.</p>}},
author = {{Blasco, Lorena and Falkheimer, Jesper and Heide, Mats}},
issn = {{1757-5818}},
keywords = {{Crisis communication; Rhetorical arena theory; Service crisis; Service ecosystems; Stakeholders}},
language = {{eng}},
month = {{07}},
number = {{4/5}},
pages = {{601--613}},
publisher = {{Emerald Group Publishing Limited}},
series = {{Journal of Service Management}},
title = {{Crisis communication in service ecosystems : perspectives and future challenges}},
url = {{http://dx.doi.org/10.1108/JOSM-11-2021-0436}},
doi = {{10.1108/JOSM-11-2021-0436}},
volume = {{33}},
year = {{2022}},
}