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Building trust in times of crisis: A panel study of the influence of satisfaction with COVID‐19 communication and management
Dalarna University, School of Culture and Society, Political Science.ORCID iD: 0000-0002-4294-2042
Dalarna University, School of Culture and Society, Political Science.ORCID iD: 0000-0001-6594-5804
2024 (English)In: Journal of Contingencies and Crisis Management, ISSN 0966-0879, E-ISSN 1468-5973, Vol. 32, no 1, article id e12531Article in journal (Refereed) Published
Abstract [en]

This study examines the relationship between citizens' satisfaction with government COVID-19 communication and management (SWCCM) and institutional trust. By employing a longitudinal approach, using three-wave panel data from Sweden from 2020 to 2022, the study addresses the current lack of research on the interplay between SWCCM and institutional trust across different stages of a societal crisis like the COVID-19 pandemic. The results show that SWCCM increased slightly over the pandemic period, while trust in institutions slightly decreased. The study also finds that changes in SWCCM predict changes in trust in institutions, suggesting that increased satisfaction with communication and management is associated with increased trust in institutions. Additionally, we find that higher initial levels of SWCCM contribute to a faster decline in trust over time. However, no evidence supports the idea that initial trust in institutions predicts changes in SWCCM. This suggests a unidirectional relationship where SWCCM is a key driver of institutional trust during a crisis. Overall, the study uncovers intriguing dynamics in the relationship between SWCCM and trust over time, and it emphasizes the significance of effective and consistent communication and management in maintaining and boosting public trust during crisis.

Place, publisher, year, edition, pages
2024. Vol. 32, no 1, article id e12531
Keywords [en]
COVID‐19 pandemic, crisis communication, crisis management, institutional trust, panel data
National Category
Public Administration Studies
Identifiers
URN: urn:nbn:se:du-47807DOI: 10.1111/1468-5973.12531ISI: 001140946800001Scopus ID: 2-s2.0-85182219670OAI: oai:DiVA.org:du-47807DiVA, id: diva2:1827752
Available from: 2024-01-15 Created: 2024-01-15 Last updated: 2024-02-02Bibliographically approved

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Abdelzadeh, AliSedelius, Thomas

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CiteExportLink to record
Permanent link

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Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • chicago-author-date
  • chicago-note-bibliography
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf