Comparative case study: when brands handle online confrontations

2018 ◽  
Vol 29 (5) ◽  
pp. 640-658
Author(s):  
Christine Hiu Ying Choy ◽  
Fang Wu
Keyword(s):  
Social Media ◽  
Crisis Response ◽  
Comparative Case Study ◽  
Organizational Crisis ◽  
Relative Significance ◽  
Content Type ◽  
Individual Level ◽  
Organization Strategy ◽  
The Individual

Purpose This study aims to examine the theoretical links among three important variables by empirically testing the cases of two international brands. Design/methodology/approach By using a comparative case study design, this study conducts a content analysis of a total of 490 Facebook comments regarding online confrontational crises: Dolce & Gabbana’s photo fiasco and Laneige’s discriminative sales incident. Findings The findings suggest that when evaluating whether or not a company has shouldered responsibility in online confrontational crises, social media users tend to be more influenced by how timely, active and consistent the organization’s reaction is than by the organization’s mere use of concession crisis communication strategies (CCSs). The individual-level perception (perceived degree of organizational crisis responsibility-taking) is a stronger predictor of social media users’ reaction than organization strategies. The earlier that social media user has a perceived improvement in the organization, the more effective is the organization’s strategy to minimize the effects of social media as crisis mobilizer. Originality/value This study confirms theories formulated in a Western context with actual cases from Eastern cultures. Theoretically, this study sheds light on the importance of the individual-level perception for effective use of organization strategy in crisis. This study also suggests the relative significance of positive forms of crisis response, concessions CCSs and their relationship with the perceived degree of crisis responsibility-taking.

scholarly journals The use of Twitter for innovation in business markets

2020 ◽  
Vol 38 (5) ◽  
pp. 587-601
Author(s):  
Helen Cripps ◽  
Abhay Singh ◽  
Thomas Mejtoft ◽  
Jari Salo
Keyword(s):  
Social Media ◽  
Peer Interactions ◽  
Methodological Approach ◽  
Relationship Building ◽  
Business Relationships ◽  
Structured Interviews ◽  
Content Type ◽  
B2b Marketing ◽  
Individual Level ◽  
The Individual

PurposeThe purpose of this research is to investigate the use of Twitter in business as a medium for knowledge sharing and to crowdsource information to support innovation and enhance business relationships in the context of business-to-business (B2B) marketing.Design/methodology/approachThis study uses a combination of methodologies for gathering data in 52 face-to-face interviews across five countries and the downloaded posts from each of the interviewees' Twitter accounts. The tweets were analysed using structural topic modelling (STM), and then compared to the interview data. This method enabled triangulation between stated use of Twitter and respondent's actual tweets.FindingsThe research confirmed that individuals used Twitter as a source of information, ideas, promotion and innovation within their industry. Twitter facilitates building relevant business relationships through the exchange of new, expert and high-quality information within like-minded communities in real time, between companies and with their suppliers, customers and also their peers.Research limitations/implicationsAs this study covered five countries, further comparative research on the use of Twitter in the B2B context is called for. Further investigation of the formalisation of social media strategies and return on investment for social media marketing efforts is also warranted.Practical implicationsThis research highlights the business relationship building capacity of Twitter as it enables customer and peer conversations that eventually support the development of product and service innovations. Twitter has the capacity for marketers to inform and engage customers and peers in their networks on wider topics thereby building the brand of the individual users and their companies simultaneously.Originality/valueThis study focuses on interactions at the individual level illustrating that Twitter is used for both customer and peer interactions that can lead to the sourcing of ideas, knowledge and ultimately innovation. The study is novel in its methodological approach of combining structured interviews and text mining that found the topics of the interviewees' tweets aligned with their interview responses.

Using Twitter in crisis management for organizations bearing different country-of-origin perceptions

2015 ◽  
Vol 19 (3) ◽  
pp. 239-253 ◽  
Author(s):  
Jie Xu ◽  
Yiye Wu
Keyword(s):  
Social Media ◽  
Public Relations ◽  
Country Of Origin ◽  
Negative Evaluation ◽  
Amazon Mechanical Turk ◽  
Organizational Level ◽  
Content Type ◽  
Individual Level ◽  
Foreign Countries ◽  
The Individual

Purpose – The purpose of this paper is to investigate the effects of using Twitter on American stakeholders’ crisis appraisal for organizations originated from two foreign countries with distinctively different perceptions. Design/methodology/approach – This study uses a 2 (medium: Twitter vs news release)×2 (country-of-origin: China vs France) factorial experiment. The participants (n=393) are recruited through the Amazon Mechanical Turk system (Mturks). Findings – The findings suggest that using Twitter substantially mitigates participants’ negative evaluation of the organization undergoing a crisis. Country-of-origin affects how individuals perceive the organization after it has experienced a crisis. In addition, participants’ product involvement intensifies the reputational threat specifically for the organization with a less favorable country-of-origin perception. Originality/value – This study is one of the few empirically based studies in international public relations research, using an experiment to extrapolate the effects of social media and country-of-origin on consumers’ crisis appraisal. This investigation reinforces the need to consider social media not just at the individual level, but also as a form of communication that can have broader consequences at the organizational level. In addition, it is important for company leaders to understand that the organization’s home country image may exacerbate the negative management outcomes during a crisis. It is expected that this study yields theoretically indicative, empirically informative, and culturally relevant results.

Multilevel analysis of factors affecting open-access institutional repository implementation in Nigerian universities

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Samuel C. Avemaria Utulu ◽  
Ojelanki Ngwenyama
Keyword(s):  
Success Factors ◽  
Case Study Research ◽  
Easy Access ◽  
Implementation Barriers ◽  
Content Type ◽  
Individual Level ◽  
It Implementation ◽  
The Individual ◽  
International Boundaries

PurposeThe study aims to identify novel open-access institutional repository (OAIR) implementation barriers and explain how they evolve. It also aims to extend theoretical insights into the information technology (IT) implementation literature.Design/methodology/approachThe study adopted the interpretive philosophy, the inductive research approach and qualitative case study research method. Three Nigerian universities served as the case research contexts. The unstructured in-depth interview and the participatory observation were adopted as the data collection instruments. The qualitative data collected were analysed using thematic data analysis technique.FindingsFindings show that IR implementation barriers evolved from global, organisational and individual implementation levels in the research contexts. Results specifically reveal how easy access to ideas and information and easy movement of people across international boundaries constituted globalisation trend-driven OAIR implementation barriers given their influence on OAIR implementation activities at the organisational and individual implementation levels. The two factors led to overambitious craving for information technology (IT) implementation and inadequate OAIR implementation success factors at the organisational level in the research contexts. They also led to conflicting IR implementation ideas and information at the individual level in the research contexts.Research limitations/implicationsThe primary limitation of the research is the adoption of qualitative case study research method which makes its findings not generalisable. The study comprised only three Nigerian universities. However, the study provides plausible insights that explain how OAIR implementation barriers emanate at the organisational and individual levels due to two globalisation trends: easy access to ideas and information and easy movement of people across international boundaries.Practical implicationsThe study points out the need for OAIR implementers to assess how easy access to information and ideas and easy movement of people across international boundaries influence the evolution of conflicting OAIR implementation ideas and information at the individual level, and overambitious craving for IT implementation and setting inadequate OAIR implementation success factors at the organisational level. The study extends views in past studies that propose that OAIR implementation barriers only emanate at organisational and individual levels, that is, only within universities involved in OAIR implementation and among individuals working in the universities.Social implicationsThe study argues that OAIR implementation consists of three implementation levels: individual, organisational and global. It provides stakeholders with the information that there is a third OAIR implementation level.Originality/valueData validity, sample validity and novel findings are the hallmarks of the study's originality. Study data consist of first-hand experiences and information derived during participatory observation and in-depth interviews with research participants. The participants were purposively selected, given their participation in OAIR implementation in the research contexts. Study findings on the connections among global, organisational and individual OAIR implementation levels and how their relationships lead to OAIR implementation barriers are novel.

scholarly journals Change through chaos: using bricolage in cross-sector social partnerships

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Melissa Intindola ◽  
Laurel Ofstein
Keyword(s):  
Grand Challenge ◽  
Content Type ◽  
Social Partnership ◽  
Individual Level ◽  
Grand Challenges ◽  
Study Approach ◽  
Social Partnerships ◽  
Facilitating Conditions ◽  
The Individual

PurposeThe purpose of this paper is to explore bricolage as the missing link in understanding how cross-sector social partnerships form and operate in response to grand challenges. It is proposed that the weaving together of resources employed by members of cross-sector social partnerships (CSSPs) is bricolage in action and can be linked to Gray's (1985) facilitating conditions for collaboration. While existing research examines bricolage primarily at the individual level, this research studies collective bricolage, as implemented by a cross-sector social partnership in its process to address a grand challenge.Design/methodology/approachThe authors follow the evolution of a Midwestern initiative aimed at the grand challenge of generational poverty. The deductive case study approach identifies the mechanisms of bricolage being employed in the initiative's evolution and ties these to Gray's (1985) seminal paper on interorganizational collaboration.FindingsThis case study has implications for academics conceptually struggling to understand grand challenges and the role of entrepreneurial initiatives in the public and nonprofit sectors, as well as practitioners currently involved in collaborative efforts to address said challenges.Originality/valueThis study enriches the discussion and enhances the link between the CSSP literature and new notions of social entrepreneurship that embrace the collective as their unit of analysis. This is the first work of its kind to link bricolage to a nascent CSSP and demonstrate how the entrepreneurial concept of bricolage is an inherent part of CSSP formation and operation.

Exploring antecedents of social media usage in B2B: a systematic review

2018 ◽  
Vol 41 (6) ◽  
pp. 629-656 ◽  
Author(s):  
Federica Pascucci ◽  
Chiara Ancillai ◽  
Silvio Cardinali
Keyword(s):  
Social Media ◽  
Literature Review ◽  
Research Area ◽  
Future Research ◽  
Content Type ◽  
Individual Level ◽  
The Social ◽  
Managerial Implications ◽  
The Individual ◽  
Interest In Research

PurposeThis paper aims to review the state-of-the-art literature on social media adoption in business-to-business (B2B) contexts to propose an inclusive and theoretical viewpoint to understand the antecedents of this phenomenon.Design/methodology/approachThis paper presents the results of a systematic literature review. For this purpose, 29 studies published in academic journals, books and conference papers in the field of marketing and management from 2001 to 2017 were analysed.FindingsThe results show that the number of studies has increased in the past five years. Three different groups of antecedents are identified by considering the nature of these factors (personal, organisational and external) and analysed at two different levels of adoption: individual and firm/function. Managerial implications and future research insights are provided.Research limitations/implicationsThis research area deserves much more attention, both theoretical and empirical, to analyse the existing classifications and develop new categories of antecedents of social media adoption in B2B. Further studies are needed on the individual level of adoption, on new skills and capabilities required to use social media as well as on the social factors influencing usage.Practical implicationsThe literature review allows to understand the role of personal, organisational and social antecedents and suggest ways to improve the level and quality of adoption.Originality/valueDespite a considerable interest in research on social media, this paper provides the first complete framework in the new field of study concerning social media adoption in B2B.

How publics react to crisis communication efforts

2014 ◽  
Vol 18 (1) ◽  
pp. 40-57 ◽  
Author(s):  
W. Timothy Coombs ◽  
Sherry Jean Holladay
Keyword(s):  
Social Media ◽  
Crisis Communication ◽  
Crisis Response ◽  
Online News ◽  
Organizational Crisis ◽  
Crisis Communications ◽  
Content Type ◽  
Media Messages ◽  
Media Channels ◽  
Crisis Responses

Purpose – The purpose of this paper is to provide a rationale and framework for examining stakeholder reactions to crisis communication messages in various social media channels. Stakeholders can become crisis communications by entering various sub-arenas of the larger rhetorical arena. The concept of sub-arena is presented and a case analysis used to illustrate the application and value of examining stakeholder crisis communicators during a crisis. Design/methodology/approach – Content analysis was used to evaluate publicly available social media messages posted on the Livestrong blog and the Huffington Post online news site. Findings – The paper demonstrates that monitoring reactions of stakeholders can reveal how individuals can act as crisis communications in social media messages can serve as barometers the effectiveness of an organization's crisis response. The importance of examining multiple sub-arenas is considered due to the influence of supportive stakeholders in organizational social media. Research limitations/implications – Only two sub-arenas were analyzed using one crisis response during a crisis that extended over a number of months. Practical implications – The paper includes implications for the examination of social media messages from supportive stakeholder and neutral sub-arenas. The results provide indicators of the effectiveness of an organization's crisis response and how stakeholder messages in social media may contribute to or undermine the crisis response. Originality/value – This paper demonstrates the value of monitoring social media comments to gauge reactions to organizational crisis responses and demonstrates how stakeholders can function as informal crisis managers. It also begins the discussion of the value and conceptualization of sub-arenas.

A methodology to manage and monitor social media inside a company: a case study

2014 ◽  
Vol 18 (2) ◽  
pp. 255-277 ◽  
Author(s):  
Elena Alberghini ◽  
Livio Cricelli ◽  
Michele Grimaldi
Keyword(s):  
Social Media ◽  
Knowledge Sharing ◽  
Management Approach ◽  
Content Type ◽  
Energy Company ◽  
Social Technologies ◽  
The Individual ◽  
A Company ◽  
Individual Participation

Purpose – This paper aims to discuss the individual participation and involvement affecting the user engagement in social media and to answer the following research questions: Is it possible to measure the individual participation and involvement of social media within organizations? Which factors should be analysed in order to increase the individual participation in social media? Which KPIs should be selected in order to increase the user ' s engagement and increase individual participation in social media? Can social media in a company be measured in terms of their impact on KM? Design/methodology/approach – This paper presents a case study that describes how Key Performance Indicators (KPIs) are used to monitor and manage the applications of social technologies, which include many tools facilitating the participation and collaboration on the web. The case study was applied to the information and communication technology area of Eni S.p.A., which is an integrated energy company active in over 70 countries in the world. Findings – Based on the indications obtained from the case study, a methodology is proposed to select and develop the appropriate KPIs in order to manage and monitor the application of social technologies. The methodology turned out to be able to monitor collaboration and knowledge sharing activities among employees and to incentivize participation and involvement of employees who use the company ' s social media. Practical implications – Organizations can use the suggested methodology as a guideline for managing and monitoring social media inside a company. The possibility of continuously modifying the adopted social media tool by means of corrective actions together with the possibility of adapting the KPIs to new situations make the present methodology an efficient management approach to take on the multifaceted activities of a social media environment. Originality/value – Few case studies dealing with the applications regarding the implementation and management of social technologies within organizations have been carried out. Similarly, even if some empirical studies have been proposed to analyse what motivates and prevents employees from sharing their knowledge through social media, there appears to be a lack of studies which have taken into consideration the evaluation of the actual benefits in terms of individual involvement and participation, knowledge sharing and increase in performance.

Social media practices applied by city hotels: a comparative case study from Turkey

2015 ◽  
Vol 7 (3) ◽  
pp. 229-241 ◽  
Author(s):  
Hanim Kader Sanliöz Özgen ◽  
Metin Kozak
Keyword(s):  
Social Media ◽  
Critical Role ◽  
Point Of View ◽  
Comparative Case Study ◽  
Structured Interviews ◽  
Data Set ◽  
Content Type ◽  
Independent Review ◽  
Media Practices

Purpose – This study aims to examine various forms of hotel businesses’ social media (SM) practices by analysing TripAdvisor (TA) and examining its critical role in decision-making. As a well-known platform of SM in tourism, TA serves as an independent review site where visitors share their holiday experiences. Design/methodology/approach – The sample for this study includes hotel businesses located in Istanbul, Turkey, and listed in the top grades of TA ratings. Purposive sampling was used to obtain relevant data. A holistic multiple-case study was designed, as sample hotels vary in official class and attributes. Structured interviews were used to collect data from participating managers in each hotel business. Upon creation of the data set, transcripts were used to develop and classify a matrix table (hotels vs questions) and analysed by clustering responses according to the content of questions. Findings – The study findings show that hotels pay significant attention to TA and that it is viewed as an essential tool for various purposes. Hotel businesses benefit from the content of TA for the purpose of marketing and quality management. From a strategic point of view, hotel businesses consider TA as an “ocean of opportunity” that is highly related to service quality, reliable information channels and effective tools to monitor competitors and for undertaking self-review of performance. Research limitations/implications – The sample group represents only hotel businesses in the city, and the study utilizes only qualitative techniques. A similar empirical investigation in a resort destination and a longitudinal comparable study using both qualitative and quantitative techniques may generate more insights relating to the social media practices of hotel businesses. Practical implications – Hotel businesses consider accuracy, transparency and consistency of content and pricing to be essential prerequisites of competitiveness. As a consequence, this study reveals the fact that TA is a critical tool of SM utilized by hotels with different attributes, despite some concerns regarding fake reviews. Originality/value – This is an insightful comparative study of TA practices of hotel businesses with different attributes. The study may inspire further research to study SM practices and related impacts on a longitudinal basis.

Better knowledge with social media? Exploring the roles of social capital and organizational knowledge management

2015 ◽  
Vol 19 (3) ◽  
pp. 456-475 ◽  
Author(s):  
Pratyush Bharati ◽  
Wei Zhang ◽  
Abhijit Chaudhury
Keyword(s):  
Social Capital ◽  
Social Media ◽  
Knowledge Management ◽  
Organizational Knowledge ◽  
Content Type ◽  
Individual Level ◽  
Knowledge Quality ◽  
The Usa ◽  
Media Work ◽  
The Individual

Purpose – The purpose of this paper is to explore social media’s impact on organizational knowledge quality through the theoretical lens of social capital and resource exchange. Design/methodology/approach – This is a theory-confirming, quantitative study using panel data collected through a Web-based survey. Findings – The results show that while social media affects structural capital and cognitive capital directly, it only affects relational capital indirectly through structural and cognitive capital. Moreover, overall social media and the enhanced social capital do help promote organizational efforts in knowledge management, which subsequently leads to a higher level of organizational knowledge quality. Research limitations/implications – All survey respondents were from the USA, which may limit the generalizability of the findings. The authors also call for more research in establishing the time sequence in the proposed causal relations and in the individual-level mechanism through which social media promotes organizational knowledge quality. Practical implications – This study highlights both the potential and limitations of social media in promoting organizational knowledge management. Businesses must consciously manage the assimilation and use of social media to benefit from them. Originality/value – The authors position the study at the intersection of social media, social capital and knowledge management and explicate how social media work through social capital and organizational knowledge management efforts to affect knowledge quality.

scholarly journals Social Media & Organizational Management of Contemporary Socio-Cultural Movement: An Instrumental Case Study of Akademi Berbagi in Indonesia

2019 ◽  
Vol 21 (3) ◽  
pp. 51
Author(s):  
Andi Awaluddin Fitrah ◽  
Hermin Indah Wahyuni ◽  
I Gusti Ngurah Putra
Keyword(s):  
Social Media ◽  
Social Movement ◽  
Organizational Management ◽  
Sociocultural Change ◽  
Individual Level ◽  
Instrumental Case Study ◽  
Cultural Movements ◽  
Instrumental Case ◽  
The Individual

The rise of the internet and social media has promoted the evolution of a new form of social movement in Indonesia, one that has predominantly promoted socio-cultural, rather than political change. However, many of these movements have continued to face the classic challenges of social movements, particularly consistency and sustainability. As such, a number of movements have dissolved as they have been unable to accumulate and allocate their resources. This article has taken on internet-based social movement, Akademi Berbagi (Akber), for an instrumental case study. Akber is a movement that has emerged and been active almost wholly through Twitter, with its main goal being to promote sociocultural change at the individual level, particularly in the field of education. This article seeks to analyse the organizational management of Akber, referring specifically to its organizational efforts and strategies to accumulate and allocate its resources. Data were collected through interviews and online/offline observations, as well as investigation of the digital documents from the official social media accounts of Akber and its members. This research finds that the optimal management of socio-cultural movements such as Akber relies on several factors, including the use of various internet platforms, the loose federal organizational structure, the movement’s ability to avoid the trap of pseudo-support, and the ability to respond to external changes.

Sign in / Sign up

Export Citation Format

Share Document