The impact of expressing mixed valence emotions in organizational crisis communication on consumer’s negative word-of-mouth intention - Xiao, Yi; Hudders, Liselot; Claeys, An-Sofie; Cauberghe, Verolien (Public relations review, 2018)
Keywords: Anger; Between-subjects design; Communication; Crises; Crisis communication; Emotion valence; Emotions; Empathy; Hope; Mass media effects; Mixed emotions; Negative word-of-mouth; Public relations agencies; Social media; Social networks; Studies; Word of mouth advertising; Mixed emotions; Anger; Negative word-of-mouth; Emotion valence; Crisis communication; Hope