Artificial Intelligence, trust and empathy in organizational crises: a bibliometric analysis
DOI:
https://doi.org/10.11606/issn.2238-2593.organicom.2026.245070Keywords:
Artificial intelligence, Crisis management, Trust, Empathy, Communication ethicsAbstract
This bibliometric study analyzes the role of AI in organizational crisis communication, with an emphasis on trust and empathy. The results demonstrate the technical efficiency of AI while revealing a gap in the integration of the human and ethical component in crisis management. To address this gap, two models are proposed that articulate AI as a tool for empathetic, conscious, and sincere leadership, forming the basis for hybrid (AI-human) and relational strategic communication across different crisis phases.
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Copyright (c) 2026 María Dolores Lozano Gutiérrez, Angélica Beatriz De la Vega Arévalo
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