By integrating the fragmented research on emergency services, armed forces, and humanitarian organizations, this book identifies the components of a new theory on frontline crisis response. To begin with, the work of responders is characterized by persistent operational dilemmas. Since there are no universal solutions, they need to adapt their approaches and decisions to the situational contingencies of a crisis. These adaptations continue throughout the crisis response process as the situation evolves. Responders usually pragmatically act their way through operational dilemmas in the crisis response process. These experiences nevertheless have an existential effect on their identities and lives. Thus, the new theory comprises operational dilemmas, situational contingencies, response processes, pragmatic principles, and existentialist ideas. This theory offers a basis for crisis response improvements and contributes to the literature on strategic crisis management, frontline work in organizations, reliable organizing in risky contexts, and post-crisis operations. The chapter ends with a research agenda and a call for more academic engagement with frontline crisis response.

Crisis response operations are increasingly important due to the rising number and impact of crises. Frontline personnel of crisis organizations conduct this live-saving and risky work under conditions of uncertainty, threat, and time pressure. Some notable examples are emergency responders, military personnel, and humanitarian aid workers. Although their crisis response activities may vary considerably, they operate under similar circumstances and face the same operational dilemmas. This introduction presents eleven crisis response dilemmas that crisis responders face again and again. Still, little is known about how to deal with these dilemmas and dispersed research findings offer competing solutions. By integrating existing research on frontline crisis response, this book problematizes simple solutions to crisis response dilemmas and provides a basis for reflective thinking about possible improvements. As such, it gives an insight into the main theories and research topics on crisis response, and provides a comprehensive analysis of how frontline crisis responders organize and implement their activities amidst the chaos of crises.