Advancing Conceptions of Stakeholder and Crisis in Crisis Communication Research: A Relational-Utility Approach

This paper conceptualises and theorises what might be meant by a stakeholder turn in crisis communication research. In doing so, we suggest that current notions of crisis limit our understanding of both organisational crisis and crisis response strategies. We draw on notions of crisis from other disciplinary fields to provide a post-disciplinary definition of crisis, to encourage a longer term view of crisis that may inform organisational crisis communication research and practice. Organisational crisis is thus redefined as a breakdown in relationship between stakeholder and organisation, caused by a reassessment of the value-utility provided by the relationship. The paper argues that a true stakeholder turn in crisis communication research must recognise the stakeholder’s power in “calling the crisis” or “calling time on the relationship”. To understand the process which culminates in this publicly expressed decision, the Theory of Planned Behaviour is offered as a tool for thinking about future research and planning for stakeholders in crisis