Business reputation and social media: A primer on threats and responses

Ines Schulze Horn1, Torben Taros, Sven Dirkes, Lucas Hüer, Maximilian Rose, Raphael Tietmeyer, Efthymios Constantinides
1Drienerlolaan 5, Enschede, 7522 NB, The Netherlands

Tóm tắt

Từ khóa


Tài liệu tham khảo

Hettler, U. (2010) Social Media Marketing: Marketing mit Blogs, sozialen Netzwerken und weiteren, Anwendungen des Web 2.0. Oldenbourg Verlag, München.

Constantinides, E. and Fountain, S. J. (2008) ‘Web 2.0: Conceptual foundations and marketing issues’, Journal of Direct, Data and Digital Marketing Practice, Vol. 9, No. 3, pp. 231–244.

Shullich, R. (2011) ‘Risk assessment of social media’, International Journal of Electronic Commerce, Vol. 2, No. 2, pp. 103–126.

Cretu, A. E. and Brodie, R. J. (2007) ‘The influence of brand image and company reputation where manufacturers market to small firms: A customer value perspective’, Industrial Marketing Management, Vol. 36, No. 2, pp. 230–240.

Berthon, P. R., Pitt, L. F., Plangger, K. and Shapiro, D. (2012) ‘Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy’, Business Horizons, Vol. 55, No. 3, pp. 261–271.

DiStaso, M. W., McCorkindale, T. and Wright, D. K. (2011) ‘How public relations executives perceive and measure the impact of social media in their organisations’, Public Relations Review, Vol. 37, No. 3, pp. 325–328.

Hassan, A. and Ibrahim, E. (2012) ‘Corporate environmental information disclosure: Factors influencing companies’ success in attaining environmental awards’, Corporate Social Responsibility and Environmental Management, Vol. 19, No. 1, pp. 32–46.

Leskovec, J., Huttenlocher, D. and Kleinberg, J. (2010) Predicting positive and negative links in online social networks. Proceedings of the 19th International Conference on World Wide Web; 26–30 April, Raleigh, NC. ACM, New York.

Kaplan, A. M. and Haenlein, M. (2010) ‘Users of the world, unite! The challenges and opportunities of social media’, Business Horizons, Vol. 53, No. 1, pp. 59–68.

Kietzmann, J. H., Hermkens, K., McCarthy, I. P. and Silvestre, B. S. (2011) ‘Social media? Get serious! Understanding the functional building blocks of social media’, Business Horizons, Vol. 54, No. 3, pp. 241–251.

Michaelidou, N., Siamagka, N. T. and Christodoulides, G. (2011) ‘Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands’, Industrial Marketing Management, Vol. 40, No. 7, pp. 1153–1159.

Laufer, D. and Coombs, W. T. (2006) ‘How should a company respond to a product harm crisis? The role of corporate reputation and consumer-based cues’, Business Horizons, Vol. 49, No. 5, pp. 379–385.

Fortunato, J. A. (2008) ‘Restoring a reputation: The Duke University lacrosse scandal’, Public Relations Review, Vol. 34, No. 2, pp. 116–123.

Krishnamurthy, S. and Kucuk, S. U. (2008) ‘Anti-branding on the internet’, Journal of Business Research, Vol. 62, No. 11, pp. 1119–1126.

Jones, B., Temperley, J. and Lima, A. (2010) ‘Corporate reputation in the era of Web 2.0: The case of Primark’, Journal of Marketing Management, Vol. 25, No. 9/10, pp. 927–939.

Coombs, W. T. (2007) ‘Protecting organisation reputations during a crisis: The development and application of situational crisis communication theory’, Corporate Reputation Review, Vol. 10, No. 3, pp. 163–176.

Hennig-Thurau, T., Malthouse, E. C., Friege, C., Gensler, S., Lobschat, L., Rangaswamy, A. and Skiera, B. (2010) ‘The impact of new media on customer relationships’, Journal of Service Research, Vol. 13, No. 3, pp. 311–330.

Hollenbeck, R. C. and Zinkhan, G. M. (2006) ‘Consumer activism on the internet: The role of anti-brand communities’, Advances in Consumer Research, Vol. 33, No. 1, pp. 479–485.

Shepard, B. and Hayduck, R. (eds). (2002) ‘Urban protest and community building in the era of globalizationin From ACT UP to the WTO, Verso Press, New York.

Mavridis, T. (2011) ‘Social media relations. Die neue Dimension der Nachhaltigkeitskommunikation’, Umweltwirtschaftsforum, Vol. 19, No. 3/4, pp. 245–248.

Mourtada, R. and Salem, F. (2011) ‘Civil movements: The impact of Facebook and Twitter’, Arab Social Media Report, Vol. 1, No. 2, pp. 1–30.

Weber, T. (2010) Why companies watch your every Facebook, YouTube, Twitter move, http://www.bbc.uk/news/business, accessed 26 April 2014.

Therre, D. (2013) Shitstorm gegen Google+ wegen YouTube-Kommentarfunktion, 4 November, http://www.noz.de/deutschland-welt/medien/artikel/427842/shitstorm-gegen-google-wegen-youtube-kommentarfunktion , accessed 28 March 2014.

Google. (2014) View comments, https://support.google.com/youtube/answer/171666?hl=en-GB , accessed 19 May 2014.

Cravens, K. S. and Oliver, E. G. (2006) ‘Employees: The key link to corporate reputation management’, Business Horizons, Vol. 49, No. 4, pp. 293–302.

Kassing, J. W. (2002) ‘Speaking up: Identifying employees’ upward dissent strategies’, Management Communication Quarterly, Vol. 16, No. 2, pp. 187–209.

Miles, S. J. and Muuka, G. N. (2011) ‘Employee choice of voice: A new workplace dynamic’, The Journal of Applied Business Research, Vol. 27, No. 4, pp. 91–103.

Miles, S. J. and Mangold, W. G. (2014) ‘Employee voice: Untapped resource or social media time bomb?’ Business Horizons, Vol. 57, No. 3, pp. 401–411.

Heng, S., Meyer, T. and Stobbe, A. (2007) ‘Implications of Web 2.0 for financial institutions: Be a driver, not a passenger’, Deutsche Bank Research, E-conomics, Vol. 63, pp. 1–10.

Van Laer, T., de Ruyter, K. and Cox, D. (2013) ‘A walk in customers’ shoes: How attentional bias modification affects ownership of integrity-violating social media posts’, Journal of Interactive Marketing, Vol. 27, No. 1, pp. 14–27.

Kassing, J. W. (1997) ‘Articulating, antagonizing, and displacing: A model of employee dissent’, Communication Studies, Vol. 48, No. 4, pp. 311–332.

Daily Mail Online. (2009) Domino’s pizza workers who filmed revolting video of themselves abusing takeaway food are charged by police. Daily Mail Online, advance online publication 16 April.

Day, G. S. (2011) ‘Closing the marketing capabilities gap’, Journal of Marketing, Vol. 75, No. 4, pp. 183–195.

Coombs, W. T. and Holladay, S. J. (2008) ‘Comparing apology to equivalent crisis response strategies: Clarifying apology’s role and value in crisis communication’, Public Relations Review, Vol. 34, No. 3, pp. 252–257.

Sutter, J. D. (2012) NRA tweeter was ‘unaware’ of Colorado shooting, spokesman say’s, 20 July, http://edition.cnn.com/2012/07/20/tech/social-media/nra-tweet-shooting/ , accessed 25 March.

Hanna, R., Rohm, A. and Crittenden, V. L. (2011) ‘We’re all connected: The power of the social media ecosystem’, Business Horizons, Vol. 54, No. 1, pp. 265–273.

Huang, C.-M., Chan, E. and Hyder, A. A. (2010) ‘Web 2.0 and internet social networking: A new tool for disaster management? — Lessons from Taiwan’, BMC Medical Informatics and Decision Making, Vol. 10, No. 1, pp. 57–61.

Regenass, R. (2013) Nestlés Abwehr gegen Shitstorms, 24 Oktober, http://www.tagesanzeiger.ch/wirtschaft/unternehmen-und-konjunktur/Nestles-Abwehr-gegen-Shitstorms/story/30642493 , accessed 5 April 2014.

Theobald, T. (2014) ‘Don’t risk dudeness’: Veet löst mit haarigem Werbespot Sexismus-Shitstorm aus, 10 April, http://www.horizont.net/aktuell/marketing/pages/protected/Dont-Risk-Dudeness-Veet-loest-mit-haarigem-Werbespot-Sexismus-Shitstorm-aus_120078.html , accessed 15 April 2014.

Milliken, F. J., Morrison, E. W. and Hewlin, P. F. (2003) ‘An exploratory study of employee silence: Issues that employees don’t communicate upward and why’, Journal of Management Studies, Vol. 40, No. 6, pp. 1453–1476.

Schultz, F., Utz, S. and Göritz, A. (2011) ‘Is the medium the message? Perceptions of and reactions to crisis communication via twitter, blogs and traditional media’, Public Relations Review, Vol. 37, No. 1, pp. 20–27.