Trust subdimensions as mediators between crisis response and satisfaction: a cross-regional study of the Fukushima nuclear wastewater crisis

Purpose This study aims to examine how crisis response content and form influence relational satisfaction, with trust – categorized as ability-based and benevolence-based – serving as a mediator. Design/methodology/approach Using demographically representative survey data from 3,515 respondents across Mainland China, Hong Kong and Taiwan, the authors used structural equation modeling to examine the mediating effects of trust and distinct roles of ability- and benevolence-based trust as mediators in the context of the Fukushima nuclear wastewater crisis. Findings The results indicate that ability-based trust mediates the effects of content and form of crisis response in all regions. Benevolence-based trust also shows mediation effects, but its impact is inconsistent across regions. Notably, crisis response content affects ability-based trust more, while form impacts benevolence-based trust more. Practical implications The authors provide specific suggestions for professionals responding to different crisis types: prioritizing response form in benevolence-violated crises and response content in ability-violated crises. Originality/value This study introduces the dual trust mediation model, offering a nuanced understanding of how different trust dimensions mediate crisis response effectiveness. The authors refine the psychological mechanisms of relational satisfaction and clarify how crisis responses differentially influence trust subdimensions.