Crises are harmful events that can influence organizational outcomes, leading to significant scholarly and practitioner interest in crisis management. A limitation of this line of inquiry, however, is that it typically glosses over stakeholders’ multiple concerns and the multiple factors that comprise organizations’ response strategies. To address this limitation, we delineate stakeholders’ crisis concerns into rational, emotional, and moral aspects. We then develop a typology along two dimensions of crisis response strategies—accountability and attention—to predict the likelihood that a specific strategy mitigates each of these concerns. We theorize that certain strategies mitigate just one type of concern, while others mitigate multiple concerns—albeit with a lower likelihood of success. Finally, we apply our typology to an organization’s social evaluations—i.e., important, proximal outcomes affected by a crisis—in order to better understand the tradeoffs associated with managing stakeholders’ multiple concerns.

中文翻译：

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危机管理战略如何解决利益相关者的社会认知问题和组织的社会评估

危机是可以影响组织成果的有害事件，导致学术界和从业人员对危机管理产生重大兴趣。然而，这种调查方式的局限性在于，它通常掩盖了利益相关者的多重关注以及构成组织响应策略的多个因素。为了解决这一限制，我们将利益相关者的危机关切划分为理性、情感和道德方面。然后，我们沿着危机应对策略的两个维度——问责制和关注度——开发了一种类型学，以预测特定策略缓解这些问题的可能性。我们推测，某些策略仅缓解一种类型的担忧，而其他策略则缓解多种担忧——尽管成功的可能性较低。最后，