Internal crisis communication (ICC) is an area of study that focuses on how the employees communicate inside the organization, among each other or management, or across organizational boundaries towards any negative event that happened. The immediate organizational reaction towards crisis involved a quality communication process that leads to trust and allowing communication activities among the stakeholders. In the previous study, the underpinning variables on ICC research are focused on social media usage, leadership, crisis responsibilities, error management culture, commitment, and perceived organizational support. The focus of the study even specifically on a certain aspect of ICC. Even more, the literature search provides a very common study from the employee perspective and a very limited study found in discussing the same area from the perspective of managerial. The interest of the study from a different perspective provides a different view in understanding the concept of ICC. The Situational Crisis Communication Theory (SCCT) used to explain the relationship involved in the study. Therefore, this conceptual study aims to develop a new model of ICC from the managerial perspective. The findings of this study identify two antecedents of ICC, namely leadership, and narrative communication. In addition, the study highlights a potential positive relationship between ICC and trust. An integrative conceptual framework and detailed summary table are presented in the paper.
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10 June 2021
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Technology, communication, social media, crisis management, organisational communication, pandemic, advertising
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Abdul Hamid, A. S., Ahmad Anuar, A. Z., & Megat Ibrahim, N. Z. (2021). Managerial Perspective On Internal Crisis Communication (Icc). In C. S. Mustaffa, M. K. Ahmad, N. Yusof, M. B. M. H. @. Othman, & N. Tugiman (Eds.), Breaking the Barriers, Inspiring Tomorrow, vol 110. European Proceedings of Social and Behavioural Sciences (pp. 142-148). European Publisher. https://doi.org/10.15405/epsbs.2021.06.02.19