ABSTRACT
This chapter examines how the salience and order of two frames in a news video about the Malaysia Airlines missing plane affected emotions, and how news-evoked emotions affected reposting intention, negative reaction intention, corporate reputation, and country image. News media and social media are external sources to monitor warning signs of a crisis. News frames can induce negative emotions, which can lead to negative behavioral intentions. Coombs's situational crisis communication theory (SCCT) identified three types of corporate crises—victim, accidental, and preventable—based on attribution of crisis responsibility. The SCCT postulates that negative crisis emotions such as anger are positively related to the likelihood of engaging in negative word of mouth (NWOM) and negatively related to behavioral intentions in support of the organization. Media and public criticism amplified by social media can lead to reputation damage, negative behavior, and financial problems. Reputation is affected by the expectation gap between what a company does and what the public expects.
