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Managing social media crises with your customers: The good, the bad, and the ugly

Citations

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Cited by:

  1. Melancon, Joanna Phillips & Dalakas, Vassilis, 2018. "Consumer social voice in the age of social media: Segmentation profiles and relationship marketing strategies," Business Horizons, Elsevier, vol. 61(1), pages 157-167.
  2. Béal, Mathieu & Suri, Anshu & Nguyen, Nguyen & Grégoire, Yany & Sénécal, Sylvain, 2022. "Is service recovery of equal importance for private vs public complainers?," Journal of Business Research, Elsevier, vol. 153(C), pages 392-400.
  3. Muhammad Amad Saeed & Ammara Farooq & Wolfgang Kersten & Semah Ibrahim Ben Abdelaziz, 2019. "Sustainable product purchase: does information about product sustainability on social media affect purchase behavior?," Asian Journal of Sustainability and Social Responsibility, Springer, vol. 4(1), pages 1-18, December.
  4. Bacile, Todd J. & Wolter, Jeremy S. & Allen, Alexis M. & Xu, Pei, 2018. "The Effects of Online Incivility and Consumer-to-Consumer Interactional Justice on Complainants, Observers, and Service Providers During Social Media Service Recovery," Journal of Interactive Marketing, Elsevier, vol. 44(C), pages 60-81.
  5. Hill Cummings, Krista & Seitchik, Allison E., 2020. "The differential treatment of women during service recovery: How perceived social power affects consumers’ postfailure compensation," Business Horizons, Elsevier, vol. 63(5), pages 647-658.
  6. Renton, Michelle & Richard, James E., 2020. "Entrepreneurship in marketing: Socializing partners for brand governance in EM firms," Journal of Business Research, Elsevier, vol. 113(C), pages 180-188.
  7. Thomas O. Uitz & Eva Jancikova, 2021. "Service Failures and How the Perception of Justice Affects the Level of Satisfaction," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(1), pages 105-117.
  8. Barhorst, Jennifer B. & Wilson, Alan & Brooks, Joshua, 2020. "Negative tweets and their impact on likelihood to recommend," Journal of Business Research, Elsevier, vol. 117(C), pages 727-739.
  9. Yuan, Denghua & Lin, Zhibin & Filieri, Raffaele & Liu, Ran & Zheng, Mengqin, 2020. "Managing the product-harm crisis in the digital era: The role of consumer online brand community engagement," Journal of Business Research, Elsevier, vol. 115(C), pages 38-47.
  10. Dewi Anggraeni & Serena Ghean Niagara & Mohammad Anwar, 2018. "Legal Protection Againts Buyers due to not Performing Seller in Electronic Transaction," International Journal of Economics and Financial Issues, Econjournals, vol. 8(5), pages 168-171.
  11. Jiayang Zhang & Xin Huang, 2024. "The Effect of Distrust Regulation and Trustworthiness Demonstration on Trust Repair in Responding to Online Negative Reviews," International Journal of English and Cultural Studies, Redfame publishing, vol. 7(1), pages 15-30, May.
  12. Yany Grégoire & Renaud Legoux & Thomas M. Tripp & Marie-Louise Radanielina-Hita & Jeffrey Joireman & Jeffrey D. Rotman, 2019. "What Do Online Complainers Want? An Examination of the Justice Motivations and the Moral Implications of Vigilante and Reparation Schemas," Journal of Business Ethics, Springer, vol. 160(1), pages 167-188, November.
  13. Ruwan Jayathilaka & Thanuja Dharmasena & Nizamuddin Rezahi & Sukheetha Haththotuwegama, 2020. "The impact of online reviews on inbound travellers’ decision making," Quality & Quantity: International Journal of Methodology, Springer, vol. 54(3), pages 1005-1021, June.
  14. Frasquet, Marta & Ieva, Marco & Ziliani, Cristina, 2019. "Understanding complaint channel usage in multichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 94-103.
  15. Huang, Ran & Ha, Sejin, 2020. "The effects of warmth-oriented and competence-oriented service recovery messages on observers on online platforms," Journal of Business Research, Elsevier, vol. 121(C), pages 616-627.
  16. Ben Abdelaziz, Semah Ibrahim & Saeed, Muhammad Amas & Benleulmi, Ahmed Ziad, 2015. "Social Media Effect on Sustainable Products Purchase," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Kersten, Wolfgang & Blecker, Thorsten & Ringle, Christian M. (ed.), Sustainability in Logistics and Supply Chain Management: New Designs and Strategies. Proceedings of the Hamburg International Conference of Logistics , volume 21, pages 63-93, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
  17. Yang Gao & Wenjing Duan & Huaxia Rui, 2022. "Does Social Media Accelerate Product Recalls? Evidence from the Pharmaceutical Industry," Information Systems Research, INFORMS, vol. 33(3), pages 954-977, September.
  18. Vermeer, Susan A.M. & Araujo, Theo & Bernritter, Stefan F. & van Noort, Guda, 2019. "Seeing the wood for the trees: How machine learning can help firms in identifying relevant electronic word-of-mouth in social media," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 492-508.
  19. M. S. Balaji & Subhash Jha & Marla B. Royne, 2015. "Customer e-complaining behaviours using social media," The Service Industries Journal, Taylor & Francis Journals, vol. 35(11-12), pages 633-654, August.
  20. Gabriela Almeida Marcon Nora & Anete Alberton & Diego Hernando Florez Ayala, 2023. "Stakeholder theory and actor‐network theory: The stakeholder engagement in energy transitions," Business Strategy and the Environment, Wiley Blackwell, vol. 32(1), pages 673-685, January.
  21. Haris Djayadi & Henricus Judi Adrianto & Dini Arifian, 2018. "The Model of Insurance Companies Risk Based Capital," International Journal of Economics and Financial Issues, Econjournals, vol. 8(6), pages 61-64.
  22. Xiong, Feng & Chapple, Larelle & Yin, Haiying, 2018. "The use of social media to detect corporate fraud: A case study approach," Business Horizons, Elsevier, vol. 61(4), pages 623-633.
  23. Claeys, An-Sofie, 2017. "Better safe than sorry: Why organizations in crisis should never hesitate to steal thunder," Business Horizons, Elsevier, vol. 60(3), pages 305-311.
  24. Gerrath, Maximilian H.E.E. & Mafael, Alexander & Ulqinaku, Aulona & Biraglia, Alessandro, 2023. "Service failures in times of crisis: An analysis of eWOM emotionality," Journal of Business Research, Elsevier, vol. 154(C).
  25. Othman Boujena & Isabelle Ulrich & Aikaterini Manthiou & Bruno Godey, 2021. "Customer engagement and performance in social media: a managerial perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(4), pages 965-987, December.
  26. Weitzl, Wolfgang J. & Einwiller, Sabine A., 2020. "Profiling (un-)committed online complainants: Their characteristics and post-webcare reactions," Journal of Business Research, Elsevier, vol. 117(C), pages 740-753.
  27. Steven Chen, 2023. "A counterinsurgent (COIN) framework to defend against consumer activists," Journal of Brand Management, Palgrave Macmillan, vol. 30(4), pages 275-301, July.
  28. Bozkurt, Sıddık & Gligor, David, 2021. "Distinguishing between the impact of social media public and private compliments on customers’ future service recovery expectations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  29. Patel, Pankaj C. & Pearce, John A. & Bachrach, Daniel G., 2018. "Psychological Distress is increasing among customer-facing retail employees: Evidence from 1997 to 2015," Journal of Business Research, Elsevier, vol. 89(C), pages 21-26.
  30. Samantha Nazione & Evan K. Perrault, 2019. "An Empirical Test of Image Restoration Theory and Best Practice Suggestions Within the Context of Social Mediated Crisis Communication," Corporate Reputation Review, Palgrave Macmillan, vol. 22(4), pages 134-143, November.
  31. Kim, Rebecca Chunghee & Yoo, Kate Inyoung & Uddin, Helal, 2018. "The Korean Air nut rage scandal: Domestic versus international responses to a viral incident," Business Horizons, Elsevier, vol. 61(4), pages 533-544.
  32. de Campos Ribeiro, Gisèle & Butori, Raphaëlle & Le Nagard, Emmanuelle, 2018. "The determinants of approval of online consumer revenge," Journal of Business Research, Elsevier, vol. 88(C), pages 212-221.
  33. Liebrecht, Christine & Tsaousi, Christina & van Hooijdonk, Charlotte, 2021. "Linguistic elements of conversational human voice in online brand communication: Manipulations and perceptions," Journal of Business Research, Elsevier, vol. 132(C), pages 124-135.
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