Beyond plans, governance structures and organizational strategies: how emotional mechanisms can make a difference in emergency response processes.

Emergency policies are among the most challenging policies that policy makers have to deal with, because of their extreme seriousness, the lack of time, and the high uncertain- ties that are involved. Policy analyses have demonstrated that good structural and organi- zational strategies are important, but not sufficient, to systematically guarantee a high level of resiliency in response processes. Some scholars have therefore suggested the need to verify whether individual cognitive and relational mechanisms can contribute to explain- ing the different levels of resiliency that emerge in emergency response processes. From such a perspective, this article presents the findings of a research that was aimed at test- ing whether emotional mechanisms matter. The affect infusion model was used to provide the analytical framework that was considered to identify the evidence necessary for the empirical research, and the ‘most similar system design’ was applied to select and com- pare two couples of emergency response processes with similar contextual, structural and organizational features, but different levels of resiliency. The empirical research was con- ducted from April 2020 to February 2021, through periods of job shadowing and semi- structured interviews with personnel from the public and private organizations involved in the response processes. The research has substantially corroborated the hypothesis and has highlighted that, despite very similar contextual, structural and organizational conditions, a negative emotional mechanism, triggered by fear and anxiety, was pervasive among man- agers involved in the two lower-resiliency emergency response processes, while a positive emotional mechanism, triggered by pride, was dominant among managers involved in the two lower-resiliency processes.