This study examined the influence of a crisis on relational perceptions and the role of an empathetic response from stakeholders by investigating students’ perceptions of their relationship with a university following an on‐campus shooting. Findings show that despite the generally positive relationship, the university maintains with its students, the crisis had a negative impact on the students’ perceptions of their relationship with the university. Furthermore, results show how emotions, especially empathy, about an organization in a crisis situation can influence stakeholder relationships. This research helps provide nuance to the extant scholarship on crisis and emotions by introducing stakeholder empathy as a theoretical construct. Results also demonstrate that crisis managers who invest in relationship building before a crisis may elicit empathy more than blame in a crisis and may emerge with less relational damage.

中文翻译：

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关系免疫力？检查关系作为危机盾牌

这项研究通过调查学生在校园射击后对与大学的关系的看法，研究了危机对关系看法的影响以及利益相关者的移情反应的作用。调查结果表明，尽管大学与学生之间的关系总体上是积极的，但危机对学生对其与大学的关系的看法产生了负面影响。此外，结果表明，在危机情况下对组织的情绪，尤其是同情心，会如何影响利益相关者的关系。这项研究通过引入利益相关者的同理心作为一种理论建构，有助于为有关危机和情绪的现有学术知识提供细微差别。