The Role of Emotions on Stakeholders’ Perceptions during the COVID-19 Pandemic

Abstract

Using Integrated Crisis Mapping (ICM) model, the researchers explored the role of emotions on respondents' perceptions of a university during the COVID-19 pandemic by examining the perceived level of engagement by the organization, the primary coping strategies of the stakeholders and the type of crisis and level of responsibility of the organization. This qualitative, phenomenological study explored how emotions experienced by faculty during the pandemic impacted their perception of the university. This study fills a gap in the crisis communication literature by focusing on stakeholder perspectives and proposes the addition of several emotions to the ICM model. It also details practical crisis response strategies that address stakeholders’ emotions during a health crisis.