Structural model of internal crisis communication (ICC): a managerial perspective
Effective internal crisis communication (ICC) is essential for organizational resilience, particularly in high-risk sectors such as the power generation industry in Malaysia. Despite the critical nature of this industry, limited research has explored how ICC is perceived and implemented by managers...
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| Format: | Thesis |
| Language: | English |
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2025
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| Online Access: | https://etd.uum.edu.my/12088/2/s904227_01.pdf https://etd.uum.edu.my/12088/ |
| Abstract | Abstract here |
| Summary: | Effective internal crisis communication (ICC) is essential for organizational resilience, particularly in high-risk sectors such as the power generation industry in Malaysia. Despite the critical nature of this industry, limited research has explored how ICC is perceived and implemented by managers during organizational crises. Existing studies largely focus on external crisis communication and are predominantly rooted in Western contexts, leaving a theoretical and practical gap in understanding internal crisis responses within high-risk industries in other regions. This study addresses this gap by developing and validating a structural model of ICC from a managerial perspective, guided by Situational Crisis Communication Theory (SCCT) and the IDEA Model. Specifically, it examines how key factors such as safety culture, work engagement, internal social media use, and leadership effectiveness influence ICC effectiveness and, in turn, affect employee commitment and perceived organizational performance. Adopting a mixedmethods approach, the research was conducted in four phases: (1) development of a conceptual framework and research instrument, (2) refinement through interviews with 10 managerial level participants and validation from 10 academic and industry experts, (3) a pilot survey with 30 managers to ensure instrument reliability, and (4) a main survey with 318 managers from the Malaysian power generation sector, selected using stratified random sampling. Data were analyzed using structural equation modelling (SEM) to test the proposed relationships. Findings reveal that effective ICC, rooted in strong safety practices, engaged leadership, and transparent digital communication, enhances employee commitment and organizational performance. Organizations with robust ICC frameworks are better equipped to navigate crises, reduce uncertainty, and support managerial decision-making. This study offers a validated ICC model tailored to highrisk industry, in Malaysian contexts and provides actionable insights for managers and policymakers seeking to strengthen crisis management preparedness in the power generation industry. |
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