Extending the relational perspective of strategic issues management, this study investigates the relational outcomes of potential risks associated with organizational issues and explores the moderators of the risk perception and relational outcomes relationships. The results from a between-subjects factorial experiment (N = 297) revealed that stakeholders' perceived risks led to negative word-of-mouth (NWOM) intentions. Furthermore, fear and anger amplified the relationship between perceived risks and NWOM intentions, whereas efficacy-enhancing communication alleviated the negative relationship between perceived risks and organization–public relationships. Crisis and issue managers are recommended to mitigate stakeholders' negative emotions and use efficacy-enhancing communication to help stakeholders interpret the risks.

中文翻译：

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利益相关者如何对具有风险影响的问题做出反应：扩展问题管理的关系视角

本研究扩展了战略问题管理的关系视角，调查了与组织问题相关的潜在风险的关系结果，并探讨了风险感知和关系结果关系的调节因素。受试者间析因实验的结果 ( N = 297）揭示利益相关者的感知风险导致负面口碑（NWOM）意图。此外，恐惧和愤怒放大了感知风险与 NWOM 意图之间的关系，而增强效能的沟通缓解了感知风险与组织公共关系之间的负面关系。建议危机和问题经理减轻利益相关者的负面情绪，并使用提高效率的沟通来帮助利益相关者解释风险。