Purpose – The purpose of this research is to present a study designed to test if anger is a mediator in the relationship between crisis responsibility and negative word‐of‐mouth and crisis responsibility and purchase intention. Emphasizes the relationship between anger, crisis...

Purpose – The purpose of this paper is to contribute to understanding of crisis communication application and theory by analyzing online reactions of discussion board participants to assess the effectiveness of an apology issued online. Design/methodology/approach – This paper uses a content...