Emotions, Rumors, and Trust: A Study of Brand Crisis Responses Online
Bibliographic record
Abstract
In an era of social media penetration, brand crises are no longer limited to information clarification; they often stem from the spread of emotions and the weakening of trust. This paper, focusing on the incident of Costa Coffee, explores how brands can guide emotions and rebuild trust through response strategies during crises driven by online rumors. Combining a literature review with case analysis, the study constructs a three-stage theoretical model: “emotional contagion—brand response—trust repair.” The study found that delayed responses or a lack of emotional resonance deepen public distrust. At the same time, proactive apologies or emotional resonance responses are more conducive to crisis containment and image restoration. This study emphasizes the need to consider both platform differences and emotional rhythms in brand crisis response, broadening the application of emotional contagion theory in brand communication and providing theoretical support and practical guidance for companies to build dynamic, cross-platform response mechanisms.
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How this classification was reachedexpand
Full frame machine prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. The Gemma side is a direct model label for every work in the frame, read from the title-only record. The Codex side is a classifier learned from the 10,348 direct Codex labels and calibrated to design-weighted sample rates; fields without enough sample support carry no Codex call. Candidate is the union of the two sides; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels.
Distilled classifier scores by category (both heads)
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.004 | 0.016 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.004 | 0.003 |
| Scholarly communication | 0.005 | 0.004 |
| Open science | 0.001 | 0.003 |
| Research integrity | 0.001 | 0.003 |
| Insufficient payload (model declined to judge) | 0.002 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one source (direct Gemma or distilled Codex), not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".