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Jesper Falkheimer

Professor

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Crisis communication in service ecosystems : perspectives and future challenges

Författare

  • Lorena Blasco
  • Jesper Falkheimer
  • Mats Heide

Summary, in English

Purpose: The purpose of this article is to offer new insights into crisis communication in service ecosystems. The authors present a framework to conceptually categorize service crises and then analyze key aspects of crisis communication among different stakeholders in a service ecosystem. Design/methodology/approach: Building on crisis communication and service ecosystems research, we propose a framework to better understand crisis communication during service crises in service ecosystems. In doing so, we propose a typology of service crisis in service ecosystems and identify the main factors of crisis communication under the lens of the Rhetorical Arena Theory (RAT). Findings: This article integrates communication theory and service research in the area and identifies different key dimensions to gain a deeper understanding of crisis communication in service ecosystems. Moreover, and building on RAT, several research lines are recommended in order to explore further macro (i.e. the role and interactions between different stakeholders in the event of a crisis) and micro (i.e. individual aspects related to the context, media, genre and text) dimensions, and their importance during the communication process. Originality/value: Our framework offers a typology of service crises and suggests the importance of considering a multi-actor, multi-channel perspective in communication when a crisis occurs in order to monitor and avoid the potential negative impact for both the organization's recovery and the service ecosystem evolution afterward.

Avdelning/ar

  • Institutionen för strategisk kommunikation

Publiceringsår

2022-07-15

Språk

Engelska

Sidor

601-613

Publikation/Tidskrift/Serie

Journal of Service Management

Volym

33

Issue

4/5

Dokumenttyp

Artikel i tidskrift

Förlag

Emerald Group Publishing Limited

Ämne

  • Communication Studies

Nyckelord

  • Crisis communication
  • Rhetorical arena theory
  • Service crisis
  • Service ecosystems
  • Stakeholders

Status

Published

ISBN/ISSN/Övrigt

  • ISSN: 1757-5818