Crisis Communication and its Impact on Stakeholder Trust in Ghana
DOI:
https://doi.org/10.47604/ijcpr.3198Abstract
Purpose: The aim of the study was to analyze the crisis communication and its impact on stakeholder trust in Ghana.
Methodology: This study adopted a desk methodology. A desk study research design is commonly known as secondary data collection. This is basically collecting data from existing resources preferably because of its low cost advantage as compared to a field research. Our current study looked into already published studies and reports as the data was easily accessed through online journals and libraries.
Findings: In Ghana's financial sector, effective crisis communication is essential for maintaining stakeholder trust. Transparent and timely information helps preserve confidence, while delayed or inadequate communication can harm trust and damage reputations. Studies suggest that comprehensive crisis communication plans are crucial for Ghanaian financial institutions to protect stakeholder trust during crises.
Unique Contribution to Theory, Practice and Policy: Situational crisis communication theory, image repair theory & social exchange theory may be used to anchor future studies on recommend PR practitioners should prioritize rapid and transparent communication with stakeholders during a crisis, as delays or perceived dishonesty can severely damage trust. Governments and regulatory bodies should introduce guidelines and regulations for organizations on crisis communication best practices, particularly focusing on the timely release of accurate information during crises.
Downloads
References
Accenture. (2019). Trust in business and the role of corporate social responsibility in Nigeria. Accenture. https://www.accenture.com/us-en/insights/trust-nigeria
African Development Bank. (2019). Trust in business and governance in Ghana. African Development Bank. https://www.afdb.org/en
Australian Institute of Company Directors. (2020). Corporate trust and reputation in Australia. Australian Institute of Company Directors. https://aicd.companydirectors.com.au
Coombs, W.T., & Holladay, S.J. (2020). Crisis communication and reputation recovery: The impact of corporate communication strategies on trust. Journal of Public Relations Research, 32(4), 295-310.
Deloitte. (2020). Building trust with Nigerian consumers: Insights into corporate governance. Deloitte. https://www.deloitte.com
Edelman. (2020). Edelman Trust Barometer 2020: South Africa. Edelman. https://www.edelman.com/trust/2020
Frost & Sullivan. (2021). The growing importance of consumer trust in India. Frost & Sullivan. https://www.frost.com/india-trust-report
Kantar. (2020). Consumer behavior and trust in business during the pandemic in Mexico. Kantar. https://www.kantar.com
Kim, H., & Song, J. (2021). Crisis communication in the digital age: The role of social media in shaping stakeholder trust. Public Relations Review, 47(2), 225-238.
KPMG. (2021). India consumer survey: Trust in business during crises. KPMG. https://home.kpmg/xx/en/home/insights
McKinsey & Company. (2021). Building stakeholder trust in Kenya: A report on consumer behavior. McKinsey & Company. https://www.mckinsey.com
Nikkei Asia. (2020). Corporate reputation and consumer trust in Japan. Nikkei Asia. https://asia.nikkei.com
Pauchant, T.C., & Mitroff, I.I. (2019). The impact of organizational crisis communication on stakeholder trust. Journal of Business Ethics, 155(1), 89-105.
Pew Research Center. (2020). Consumer attitudes toward corporate transparency in the USA. Pew Research Center. https://www.pewresearch.org
PwC. (2020). Consumer trust in Brazil and the role of sustainability. PwC. https://www.pwc.com
Sohn, H., Park, S., & Lee, J. (2018). Apology-based crisis communication: Restoring trust through sincerity. Journal of Business Communication, 55(3), 331-350.
UNECA. (2021). Stakeholder trust in Ethiopia: The role of corporate social responsibility. United Nations Economic Commission for Africa. https://www.uneca.org
Zhao, L., Li, L., & Sun, Y. (2021). Crisis preparedness and stakeholder trust: Evidence from the service industry. International Journal of Crisis Communication, 9(1), 70-85.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Akpene Mawusi
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution (CC-BY) 4.0 License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
