EXPRESS: Complaint Publicization in Social Media

2021 ◽  
pp. 002224292110021
Author(s):  
Alireza Golmohammadi ◽  
Taha Havakhor ◽  
Dinesh K. Gauri ◽  
Johann Joseph Comprix
Keyword(s):  
Social Media ◽  
Firm Value ◽  
Positive Impact ◽  
Past Research ◽  
Response Strategy ◽  
Specific Response ◽  
Customer Care ◽  
Complaint Handling ◽  
Social Media Platforms ◽  
Firm Responses

Firms are increasingly turning to social media platforms for complaint handling. Past research and practitioners’ reports highlight the benefits of complaint handling on social media, urging firms to provide prompt and detailed responses to complaints. However, little research has explored the possible drawbacks of such practices, especially when responses inadvertently further publicize complaints. Utilizing two unique data sets in a series of observational and quasi-experimental analyses, this research provides the first evidence of complaint publicization in social media, a phenomenon in which firm responses to complaints on popular social media platforms increase the potential public exposure of complaints. This negative effect can outweigh any positive customer care-signaling impact from firm responses. The authors show that a response strategy that engenders a high level of complaint publicization – e.g., providing detailed responses through multiple communication exchanges with a complainant – could negatively impact perceived quality and firm value, diminish the positive impact of a firm’s own posts, and increase the volume of future complaints. Additional analyses reveal that these adverse impacts are stronger for firms that are targeted by retail investors. The authors also uncover specific response strategies and styles that could mitigate these effects.

SOCIAL MEDIA REACTIONS TO FESTIVAL CANCELLATION ANNOUNCEMENTS

2021 ◽  
Author(s):  
Driselda Patricia Sánchez-Aguirre ◽  
Christine Van Winkle
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Positive Association ◽  
Past Research ◽  
Primary Response ◽  
Response Strategy ◽  
Theoretical Development ◽  
Significant Positive Association ◽  
Building Relationships ◽  
People’S Perception

There are many reasons organizations cancel a festival. Regardless of the rationale, the organization’s reputation can be preserved by communicating this crucial message in an appropriate way and by understanding people’s perception of a cancellation announcement. The purpose of this research is to find out how festival administrators communicate a festival cancellation on social media and how the attendees, who will ultimately determine the success or failure of a festival, react to this message. Between January - June 2018, we collected 47 festival cancellation messages on Facebook and the 8886 replies to these messages. We undertook a content analysis of both the cancellation message and the comments on the Facebook cancellation post. We found that most of the organizers used a primary response strategy, characterized by accepting blame to communicate the cancellation of the festival. This kind of response has a significant positive association with the comments characterized by building relationships. The sentiments in the cancellation posts were mainly shame and sadness and the comments on these posts were most often negative with sad and disgusted sentiments. Findings were somewhat consistent with past research and recommendations provide insight for further theoretical development.

The Impact of Social Media Platforms “Instagram” and “Snapchat” on the Purchasing Decision - Structural Equation Modelling Approach

2020 ◽  
Vol 10 (1) ◽  
pp. 72-94
Author(s):  
Eman Ali Alghamdi ◽  
Naima Bogari
Keyword(s):  
Social Media ◽  
Structural Equation ◽  
Positive Impact ◽  
Young Female ◽  
Equation Modeling ◽  
Purchasing Decision ◽  
Social Media Platforms ◽  
Media Platform ◽  
Use Of Social Media ◽  
The Impact

Social media (SM) tools have an immense potential in e-marketing and online shopping. However, there is a lack of researches on the use of social media platform as effective marketing tools. This study has aimed to investigate the revolution of social media in Saudi Arabia through understanding the impact of two popular SM platforms (Instagram and Snapchat) on the purchasing decision of Saudi customers through advertisements and blogger recommendations. Structural equation modeling (SEM) was used to develop a model, which was tested using Confirmatory factor analysis (CFA). The results indicated a positive impact of social media platforms on the purchasing decision of young female users. Moreover, the effectiveness of these platforms in generating electronic-word of mouth (eWOM) among consumers was highlighted. However, further research is needed to promote marketeers and consumers' awareness in the digital marketplace.

scholarly journals Impact of Social Media Applications on Small Business Entrepreneurs

2016 ◽  
Vol 02 ◽  
pp. 1 ◽  
Author(s):  
Malik Shahzad Shabbir ◽  
Muhammad Saarim Ghazi ◽  
Atta Rasool Mehmood ◽  
◽  
◽  
...  
Keyword(s):  
Social Media ◽  
Small Business ◽  
Literature Review ◽  
Small Businesses ◽  
Positive Impact ◽  
Business Owners ◽  
Small Business Owners ◽  
Social Media Platforms ◽  
Media Applications ◽  
The Impact

The main objective of this paper is to investigate the impact of social media applications on small business entrepreneurs. It also examines how small business owners are motivated to use social media applications. Social media has completely transformed the way businesses are done. Social media applications in the present time have become the most efficient and effective tool for small business entrepreneurs, and normally all small businesses use social media platforms for the advertising and publicity of their products and services. They make fan pages for their followers, and they warmly welcome their suggestions and opinions, which help in improving their businesses. However, based on literature review, we conclude that there is a positive impact of social media applications on small business entrepreneurs as well as they are highly motivated to use these platforms.

Impact of social media strategies on stock price: the case of Twitter

2018 ◽  
Vol 52 (7/8) ◽  
pp. 1526-1549 ◽  
Author(s):  
Salim Chahine ◽  
Naresh K. Malhotra
Keyword(s):  
Social Media ◽  
Firm Value ◽  
Market Reaction ◽  
Fortune 500 ◽  
Theoretical Framework ◽  
Social Representation ◽  
Database Marketing ◽  
Content Type ◽  
Social Media Platforms ◽  
The Impact

Purpose Social media have recently become an important strategic marketing tool to increase firm value. Based on an integrated theoretical framework, this study aims to examine the market reaction at the time of the creation of a Twitter platform for 312 firms from the Fortune 500 firms. Design/methodology/approach To test the hypotheses related to the effect of social media platforms on firm value, the event history analysis (EHA) was used, also known as event study, usually designed to examine the impact of a historical phenomenon for the US Fortune 500 firms that developed a Twitter platform. Findings A significant market reaction was found around the starting date of Twitter activities for the subsample of firms that are not contaminated by any other corporate announcements, but not for the overall sample. The market reaction is higher for firms with two-way interaction strategies rather than one-way messaging in both the uncontaminated subsample and the overall sample. It is higher in smaller firms, firms with losses and those with a family and/or a dominant shareholder. Further, firms in the contaminated subsample are likely to follow a two-way strategy after a positive revision of their earnings per share. We have run several robustness checks, including cross-validation on a holdout sample, and these findings remain consistent. Research limitations/implications The integrated theoretical framework is another significant contribution. To our knowledge, this is the first study across disciplines that integrates the social exchange theory (SET), social representation theory (SRT), social network analysis (SNA), social identity theory (SIT), signaling theory (ST) and the impression management theory (IMT) into one framework that is built around information as a resource and social interaction. Practical implications The results suggest that Twitter can be used to add value if firms interact and reciprocate with the various stakeholders. Social implications Firms using social media must interact and reciprocate with the various stakeholders. Originality/value This research is different than the published research on this topic in that it examines the impact on stock prices of the introduction of a specific social media platform, i.e. Twitter. The present results of the paper add to the prior research on database marketing and show that marketing “with” the customer is adding more value than marketing “to” the customer. The use of the net extends the scope of database marketing into a certain form of interaction marketing with “face-to-face” interaction within the relationships between the firm and its customers. Finally, the conditions under which social media platforms are used in an interactive manner are shown, and depicts that firms are more likely to use a two-way interactive strategy following a one-year period of positive momentum.

scholarly journals Impact of Social Media Applications on Small Business Entrepreneurs

2016 ◽  
Vol 02 ◽  
pp. 1 ◽  
Author(s):  
Malik Shahzad Shabbir ◽  
Muhammad Saarim Ghazi ◽  
Atta Rasool Mehmood ◽  
◽  
◽  
...  
Keyword(s):  
Social Media ◽  
Small Business ◽  
Literature Review ◽  
Small Businesses ◽  
Positive Impact ◽  
Business Owners ◽  
Small Business Owners ◽  
Social Media Platforms ◽  
Media Applications ◽  
The Impact

The main objective of this paper is to investigate the impact of social media applications on small business entrepreneurs. It also examines how small business owners are motivated to use social media applications. Social media has completely transformed the way businesses are done. Social media applications in the present time have become the most efficient and effective tool for small business entrepreneurs, and normally all small businesses use social media platforms for the advertising and publicity of their products and services. They make fan pages for their followers, and they warmly welcome their suggestions and opinions, which help in improving their businesses. However, based on literature review, we conclude that there is a positive impact of social media applications on small business entrepreneurs as well as they are highly motivated to use these platforms.

scholarly journals Impact of Social Media Satisfaction on Brand Experience

2021 ◽  
Vol 11 (4) ◽  
pp. 2831-2835
Author(s):  
Dr. Ruhi Bakhare ◽  
Avinash Shende
Keyword(s):  
Social Media ◽  
Positive Impact ◽  
Brand Experience ◽  
Communication Tool ◽  
Social Media Platform ◽  
Social Media Platforms ◽  
Media Platform ◽  
Use Of Social Media ◽  
Vital Element

This study is significant in in the area of identifying the specific way discussion or chats happen between consumers and companies which is a very vital element of advertising. Nowadays, with the increase in the use of social media, these communications may have more members, who may join the conversation across any network from anywhere, and that too instantaneously. The various social media platforms like Facebook, twitter, YouTube etc. offer an opportunity for many companies to get involved with consumers. These company may use multiple mediums of communication on social media platforms and permit consumers to get connected with each other as well as brand representative. Thus, it becomes vital for the companies to know the effectivity of these social media platform as a communication tool and to what extent it affects the consumer’s brand experience. Indeed, it is a common practice adopted by all the consumers to browse about the product or service which they intend to buy on various social media and check the reviews or comments made about them before buying. This study tries to identify whether there is any positive impact of Brand Experience has on Social Media Satisfaction.

The roles of involvement, source credibility, and authenticity in the formation of online destination image

2020 ◽  
Author(s):  
Arifur Rahman ◽  
Naila Sharmin ◽  
Mily Akhter
Keyword(s):  
Decision Making ◽  
Social Media ◽  
Formation Process ◽  
Source Credibility ◽  
Positive Impact ◽  
Positive Influence ◽  
Destination Image ◽  
Positioning Strategy ◽  
Proposed Model ◽  
Social Media Platforms

Social media platforms are now prevalent in tourism literature and have the potential to influence tourists’ decision-making by impacting the process of their destination image (DI) formation. The aim of the study was to investigate the DI formation process by simultaneously incorporating three pivotal constructs—involvement, source credibility, and authenticity—in the context of social media platforms, a context relatively unexplored in the literature. The study employed a mixed research design to verify the proposed model empirically. The interrelationships among different constructs were analysed with a sample of 210 tourists who had recently visited or intended to visit Saint Martin’s Island, Bangladesh. The data were tested using PLS-SEM method. Results indicate that: (1) authenticity and source credibility both have positive influence in the formation of DI, demonstrating it as an antecedent of the tourists’ intention to visit; (2) tourists’ perceived authenticity has a direct positive impact on the intention to visit; (3) tourists’ involvement might not be a significant factor in the formation of online DI. Practically, this study highlights the factors that affect tourists’ perception of and intention towards selecting a tourism destination in the context of social media platforms, which can serve as a basis for tailoring an effective online positioning strategy for destinations.

Can Social Media Interaction and Message Features Influence Nonprofessional Investors' Perceptions of Firms?

2018 ◽  
Vol 33 (2) ◽  
pp. 77-98 ◽  
Author(s):  
Peter C. Kipp ◽  
Yibo (James) Zhang ◽  
Amanuel F. Tadesse
Keyword(s):  
Social Media ◽  
Firm Value ◽  
Joint Effect ◽  
Data Availability ◽  
Nonprofessional Investors ◽  
Media Messages ◽  
Social Media Platforms ◽  
Media Interaction ◽  
Media Message ◽  
The Impact

ABSTRACT We investigate the impact of social media messages on nonprofessional investors' assessments of management credibility and firm value. In a between-participants experiment, we examine the joint effect of social media message vividness, valence, and micro-blogger influence on nonprofessional investors' assessments of management credibility and firm value. We find that when social media messages are pallid and negative (positive), high micro-blogger influence decreases (increases) nonprofessional investors' assessments of management credibility. In contrast, the effect is absent when messages are vivid. Further, we find that the effect of micro-blogger influence on nonprofessional investors' assessments of blogger credibility and management credibility is mediated by social media interactions. The assessment of management credibility, in turn, significantly impacts nonprofessional investors' firm valuation assessment. The results have implications for regulators (SEC 2013) that may wish to update their guidance to managers on how to monitor or even control nonprofessional investors' interaction on social media platforms. Data Availability: Contact the authors.

INTERNALISASI NILAI-NILAI MODERASI BERAGAMA DI INSTAGRAM

2021 ◽  
Vol 15 (1) ◽  
pp. 01-09
Author(s):  
Yusnawati Yusnawati ◽  
Ahmad Wira ◽  
Afriwardi Afriwardi
Keyword(s):  
Social Media ◽  
Positive Impact ◽  
Religious Studies ◽  
Primary Sources ◽  
Young Generation ◽  
Literature Study ◽  
Analysis Techniques ◽  
Qualitative Research Design ◽  
Social Media Platforms ◽  
Younger Generation

The latest highlight of religious moderation is the rise of contemporary issues of religious tolerance on social media. On that basis, this study aims to study religious studies on Instagram as one of the accountable social media platforms among the younger generation. Qualitative research design is used by literature study method. Data collection includes written documentation of Instagram content, comments. Content analysis techniques are used in primary sources related to the topic. This study confirms that Instagram has a positive impact in the process of internalizing religious moderation values among the younger generation. It is demonstrated through enthusiasm and response to the content material published by various da'wah media accounts. This study recommends subsequent research to identify the effectiveness of da'wah accounts that provide education in religious moderation. Keywords: Young generation; Instagram; Religious Moderation

scholarly journals Measuring the Dynamic Predictive Relationship of Social Media Metrics with Firm Equity Value: A Time Series Analysis

2019 ◽  
Vol IV (I) ◽  
pp. 296-304
Author(s):  
Zeshan Ahmad ◽  
Imran Khan ◽  
Muhammad Abbas
Keyword(s):  
Social Media ◽  
Time Series ◽  
Financial Market ◽  
Firm Value ◽  
Fast Food ◽  
Market Performance ◽  
Vector Autoregressive ◽  
Top Executives ◽  
Equity Value ◽  
Social Media Platforms

In the online environment, social media metrics offer a credible basis of customer feedback in anticipating the firm performance. This study verifies the association of social media metrics of Face-book and Twitter to financial market performance. Data were collected from official Facebook pages and Twitter accounts of 3 fast-food companies over the time period of 6 months. Then established multiple metrics for respective social media platforms and develop outcomes using Vector Autoregressive time series models to evaluate the instantaneous and continuing relationship between social media metrics and financial market performance of the firms in terms of unusual returns and idiosyncratic risk. Results indicated that FB metrics are significant leading indicators of firm equity value. However, Twitter metrics, have a weaker relationship with firm value as compared to FB metrics. Collectively, current research extends new visions for organizational top executives and investors concerning organizational equity valuation and the social media power transformation.

Sign in / Sign up

Export Citation Format

Share Document