Using Speech Acts to Elicit Positive Emotions for Complainants on Social Media

2021 ◽  
Vol 55 ◽  
pp. 67-80
Author(s):  
Young Anna Argyris ◽  
Kafui Monu ◽  
Yongsuk Kim ◽  
Yilu Zhou ◽  
Zuhui Wang ◽  
...  
Keyword(s):  
Social Media ◽  
Speech Acts ◽  
Positive Emotions

What makes the difference? Employee social media brand engagement

2019 ◽  
Vol 34 (7) ◽  
pp. 1459-1467 ◽  
Author(s):  
Sherese Y. Duncan ◽  
Raeesah Chohan ◽  
João José Ferreira
Keyword(s):  
Social Media ◽  
Brand Equity ◽  
Positive Emotions ◽  
Content Type ◽  
Word Use ◽  
Brand Engagement ◽  
Analytical Thinking ◽  
Industry Competition ◽  
The Difference ◽  
Business To Business

Purpose This paper aims to explore, using the employee lens of business-to-business firms, word use through brand engagement and social media interaction to understand the difference between employees who rate their employer brands highly on social media and those who don't. Design/methodology/approach We conducted a textual content analysis of posts published on the social media job evaluation site glassdoor.com. LIWC software package was used to analyze 30 of the top 200 business-to-business brands listed on Brandwatch using four variables, namely, analytical thinking, clout, authenticity and emotional tone. Findings The results show that employees who rate their employer’s brand low use significantly more words, are significantly less analytic and write with significantly more clout because they focus more on others than themselves. Employees who rate their employer’s brand highly, write with significantly more authenticity, exhibit a significantly higher tone and display far more positive emotions in their reviews. Practical implications Brand managers should treat social media data disseminated by individual stakeholders, like the variables used in this study (tone, word count, frequency), as a valuable tool for brand insight on their industry, competition and their own brand equity, now and especially over time. Originality/value This study provides acknowledgement that social media is a significant source of marketing intelligence that may improve brand equity by better understanding and managing brand engagement.

scholarly journals The Relationship of Sustainability Communication on Social Media with Banking Consumers’ Loyalty through e-WOM

2021 ◽  
Vol 13 (7) ◽  
pp. 3832
Author(s):  
Gao Wei ◽  
Wang Lin ◽  
Wu Yanxiong ◽  
Yan Jingdong ◽  
Sadik Yusuf Musse
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Positive Emotions ◽  
Banking Sector ◽  
Equation Modeling ◽  
Consumer Loyalty ◽  
Csr Communication ◽  
Prior Literature ◽  
Corporate Social ◽  
The Impact

Prior literature has largely addressed corporate social responsibility (CSR) from outcomes related to organizational themes. However, its importance for achieving consumer-related outcomes is something that has been largely ignored by contemporary researchers. Likewise, how CSR communication through social media can create positive emotions on the part of consumers has to date been under-explored. Hence, the present study aims to fill these gaps by investigating the impact of CSR communication of an organization through social media on consumer loyalty. The study also proposes electronic word of mouth (e-WOM) as a potential mediator between this relationship. The proposed model of the present study was tested in the banking sector of a developing country. The data were collected from a self-administered questionnaire and analyzed through the structural equation modeling technique (SEM). The results of the present study validated that CSR communication of a bank through social media directly and indirectly, through e-WOM, influences consumer loyalty in a positive manner. The results of the present study will be helpful for policymakers to better understand how well-planned CSR communication of an organization on social media can lead towards better consumer-related outcomes such as consumer loyalty and e-WOM.

Mitigating the consequences of negative news: How constructive journalism enhances self-efficacy and news credibility

Journalism ◽  
2021 ◽  
pp. 146488492110627
Author(s):  
Christian Staal Bruun Overgaard
Keyword(s):  
Social Media ◽  
Positive Affect ◽  
Self Efficacy ◽  
Positive Emotions ◽  
Mediating Role ◽  
Negative News ◽  
News Credibility ◽  
Broaden And Build Theory ◽  
Negative Feelings ◽  
Constructive Journalism

An informed electorate is vital for a well-functioning democracy. Yet many citizens intentionally avoid the news because it evokes negative feelings of disempowerment and distrust. This study ( n = 270) investigated how social media exposure to a new journalistic approach, constructive journalism, influences news consumers. The results showed that constructive social media posts, as compared to negative posts, led to higher levels of positive affect, self-efficacy, and perceived news credibility. In line with the broaden-and-build theory of positive emotions, the effects on self-efficacy and news credibility were mediated by positive affect. A similar mediating role was found for negative affect, counter to the theoretical expectations. These findings shed new light on the broaden-and-build theory, suggesting parts of it generalize to the context of news exposure on social media. The findings also suggest that constructive journalism may be an effective way to mitigate some of the main drivers of news avoidance in the 21st century.

scholarly journals Speech Acts in the Facebook Status Updates Posted by an Apostate

2018 ◽  
Vol 8 (4) ◽  
pp. 226 ◽  
Author(s):  
Azweed Mohamad ◽  
Radzuwan Ab Rashid ◽  
Kamariah Yunus ◽  
Shireena Basree Abdul Rahman ◽  
Saadiyah Darus ◽  
...  
Keyword(s):  
Social Media ◽  
Data Collection ◽  
Speech Acts ◽  
Speech Act ◽  
Expressive Speech ◽  
Social Actions ◽  
The Social ◽  
Data Collection Period ◽  
Collection Period ◽  
Made In

This paper discusses the speech acts in Facebook Status Updates posted by an apostate of Islam. The Facebook Timeline was observed for a duration of two years (January 2015 to December 2016). More than 4000 postings were made in the data collection period. However, only 648 postings are related to apostasy. The data were classified according to the types of speech acts. Expressive speech act is the most frequent speech act (33%, n=215), followed by the directive (27%, n=177), assertive (22%, n=141), and commissive (18%, n=115), respectively. Based on the speech acts used, it is discernible that the apostate attempts to engage other Facebook users and persuade them into accepting her ideology while gaining their support. This paper is novel in the sense that it puts forth the social actions of an apostate which is very scarce in literature. It is also methodologically innovative as it uses social media postings as a tool to explore the apostate’s social actions in an online space.

scholarly journals Facebook – selvfremstilling, small talk og social regulering

2012 ◽  
Vol 28 (52) ◽  
pp. 21 ◽  
Author(s):  
Anne Scott Sørensen
Keyword(s):  
Social Media ◽  
Qualitative Study ◽  
Speech Acts ◽  
Social Regulation ◽  
Personal Networks ◽  
Survey Study ◽  
Small Talk ◽  
Genre Classification ◽  
The Status

<p>In this paper, I will document the use of Facebook in a Danish context, taking a mediatisation perspective focused on the network sociality in question (Jensen, 2009; Tække, 2010a/b) and the communication (Miller, 2008) of social media. This discussion is based on a qualitative study from 2010, consisting of participants recruited from a survey study. The study explores three dilemmas resulting from network media’s communicative paradox, involving the premises of self-representation, use of status updates, and social regulation. These dilemmas are contextualised by recent theories of genre and speech-acts (Miller, 2004; Butler, 2005) as well as by existing studies of related issues, such as the composition of personal networks (friend lists) and the degree to which personal profiles are open and accessible (privacy). While the study generally confirms recent research in these fields, such research has not previously been documented (or refined) in a Danish context. The paper’s most important contributions, however, consist of its identification of the three communicative dilemmas, its tentative genre classification of the status update, and its discussion of implicit social regulation and ethics, which have not been previously been considered.</p>

Countering Reactance in Crisis Communication: Incorporating Positive Emotions via Social Media

2017 ◽  
Vol 57 (3) ◽  
pp. 352-369 ◽  
Author(s):  
Jie Xu ◽  
Yiye Wu
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Positive Emotions ◽  
Mediation Effect ◽  
Amazon Mechanical Turk ◽  
Future Research ◽  
Reactance Theory ◽  
Two Factors ◽  
Managerial Implications ◽  
Psychological Reactance Theory

Based on the psychological reactance theory, this study examined the effect of incorporating sympathy via social media on countering reactance in crisis communication. The study employed a 2 (expressing sympathy: yes vs. no) × 2 (medium: Twitter vs. news release) between-subject experimental design. Two hundred and fifty-three ( N = 253) American consumers recruited from Amazon Mechanical Turk participated in this online experiment. Results indicated that using Twitter and expressing sympathy significantly lowered reactance. There was no interaction effect between the two factors, such that their influence on reactance was not contingent on one another. There was a partial yet significant mediation effect of reactance between medium and two outcomes (perceived crisis responsibility and organizational reputation). There was no mediation effect of reactance between sympathy expressed and two outcomes. The theoretical and managerial implications were discussed, as well as limitations and suggestions for future research.

Charting sustained usage toward mobile social media application: the criticality of expected benefits and emotional motivations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Xuan Cu Le
Keyword(s):  
Social Media ◽  
User Satisfaction ◽  
Positive Emotions ◽  
Online Survey ◽  
Continuance Intention ◽  
Convenience Sample ◽  
Content Type ◽  
Media Platform ◽  
Self Discovery ◽  
Expected Benefits

PurposeZalo is a Vietnam social media platform attracting over 100 m users worldwide. The work aims to ascertain how to boost users' satisfaction, habit and continuance intention toward Zalo based on the expectation confirmation theory (ECT) and its extension through the impacts of expected benefits and emotional motivations.Design/methodology/approachData are collected via an online survey on a convenience sample of 356 Zalo users. Statistical analysis is performed using Statistical Product and Service Solutions (SPSS) and Analysis of Moment Structures (AMOS) to test proposed hypotheses.FindingsResults indicate that confirmation positively influences expected benefits (i.e. pervasiveness, socialization, and self-discovery) and satisfaction. Moreover, satisfaction and habit are jointly stimulated by expected benefits and emotional motivations. Outcomes also reveal that satisfaction is a motivator of habit, which in turn surmises evidently to continuance intention.Practical implicationsFindings assist practitioners to develop their business trajectories by improving beneficial services of Zalo and positive emotions. This fulfills user satisfaction and habit, and promotes continuance behavior accordingly.Originality/valueConfirmation and expected benefits are acknowledged as the drivers of satisfaction, but existing literature remains inconclusive about dimensions of expected benefits influencing satisfaction and habit in social media. Furthermore, this study, by an extended ECT, explores emotional motivations for satisfaction and habit. Ultimately, habit is uncovered to foster prolonged usage.

Who is Setting Emotions? A Comparative Study on Emotion Diffusion in Social Media among Public, Government and Media during the COVID-19 Pandemic in China (Preprint)

2021 ◽  
Author(s):  
Shuhuan Zhou ◽  
Yi Wang
Keyword(s):  
Social Media ◽  
Information Exchange ◽  
Positive Emotions ◽  
Negative Emotions ◽  
Chinese Government ◽  
The Public ◽  
The Media ◽  
The Government ◽  
The Impact ◽  
Time Point

BACKGROUND During the COVID-19 outbreak, social media served as the main platform for information exchange, through which the Chinese government, media and public would spread information. At the same time, a variety of emotions interweave, and the public emotions would also be affected by the government and media. OBJECTIVE This study aims to investigate the types, trends and relationships of emotional diffusion in Chinese social media among the public, the government and the media under the pandemic of COVID-19 (December 30,2019, to July 1,2020) . METHODS In this paper, Python 3.7.0 and its data crawling framework Scrapy 1.5.1 are used to write a web crawler program to search for super topics related to COVID-19 on Sina Weibo platform of different keywords . Then, we used emotional lexicon to analyze the types and trends of the public, government and media emotions on social media. Finally cross-lagged regression was applied to build the relationships of different subjects’ emotions. RESULTS The highlights of our study are threefold: (1) The public, the government and the media mainly diffuse positive emotions during the COVID-19 pandemic in China; (2) Emotional diffusion shows a certain change over time, and negative emotions are obvious in the initial phase of the pandemic, with the development of the pandemic, positive emotions surpass negative emotions and remain stable. (3)The impact among the three main emotions with the period as the time point is weak, while the impact of emotion with the day as the time point is relatively obvious. The emotions of the public and the government impact each other, and the media emotions can guide the public emotions. CONCLUSIONS This is the first study of comparing pubic, government and media emotions on the social media during COVID-19 pandemic in China. The pubic, the government and the media mainly diffuse positive emotions during the pandemic. And the government and the media have better effect on short-term emotional guidance. Therefore, when the pandemic suddenly occurs, the government and the media should intervene in time to solve problems and conflicts and diffuse positive and neutral emotions. In this regard, the government and the media can play important roles through social media in the major outbreaks. At the theoretical level, this paper takes China's epidemic environment and social media as the background to provide one of the explanatory perspectives for the spread of emotions on social media. At the some time, because of this special background, it can provide comparison and reference for the research on internet emotions in other countries.

Sign in / Sign up

Export Citation Format

Share Document