ABSTRACT

An optimal response following an extreme crises acknowledges the moral violation and provides a plan for corrective action to demonstrate the organization is willing to change. Moreover, an optimal response combines an accommodative strategy with an empathetic response (i.e., recognition of the moral violation). A suboptimal response is significantly less accommodating and either denies the severity of the crisis or provides some basic information about what happened. Inappropriate crisis interventions can worsen the crisis and can create a double crisis because stakeholders might feel outraged by the response. Managers should weigh in on long versus short-term effects when planning a crisis intervention.