Exploring the relationship between corporate reputation and the public’s crisis communication on social media

Zheng, Bowen; Liu, Hefu; Davison, Robert M.

doi:10.1016/j.pubrev.2017.12.006

Cited by 93 publications

(60 citation statements)

References 61 publications

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“…Results showed that cultural traits such as relationship and sentiment have significantly influenced the social-mediated dialogue in crises. On the one hand, Chinese people heavily relied on relationships and their online dialogue with others was to enhance interpersonal relationships in a collectivist culture (Zheng, Liu, & Davison, 2018). Relationship has become the basis for maintaining a dialogue in Chinese society (Yang & Jiang, 2015).…”

Section: Relationship and Sentimentmentioning

confidence: 99%

The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

Cheng

2020

Public Relations Review

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A B S T R A C TThe rapid diffusion of social media is ushering in a new era of crisis communication. To enhance our understanding of the social-mediated dialogue between organizations and their publics in crises of China, this study conducts a content analysis of 61 relevant journal articles published in 2006-2018. Results of this research present an overview of ongoing research trends such as theoretical frameworks and methodological preferences. This research also explores how the unique Chinese social media characteristics affect the dialogue between types of organizations and their publics. Contextual factors such as face and favor, relationship (Guanxi) and sentiment (Renqing), and the centralized political system that may facilitate/inhibit dialogue in crises of China are identified as well. Finally, this study suggests promising new directions such as a scholarly assessment tool for the social-mediated crisis communication research in China.

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Section: Relationship and Sentimentmentioning

confidence: 99%

The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

Cheng

2020

Public Relations Review

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“…Stakeholders' negative comments, allegations and criticism towards a crisis could affect PR crisis management effort. Zheng, Liu and Davison (2018) explained that crisis information communicated among and by the public is coined as secondary crisis communication (SCC) (p.56). At times, stakeholders' comments and interpret organizations' crisis escalates the crisis in hand and subsequently prolonged PR's effort in solving the problem.…”

Section: Social Media Challengesmentioning

confidence: 99%

Embracing Social Media: The Change and Disruption to Public Relations Practices in Malaysia

Ahmad¹

2019

JKMJC

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This research is not intended to examine on the advantages of using social media at work but to explore the constraint and challenges imposed by social media to PR practitioners at work. The study argues that beside positive effects, social media could also bring great challenge to PR practices that are often taken for granted. At present, there is a dearth of research conducted to examine the usage of social media among PR practitioners in developing nations, the challenges and possible disruptions they imposed on PR practices. In view of this gap, this study aims to address the following objectives: (i) to examine the social media usage among PR practitioners at work; (ii) to identify PR practitioners' perception on the effectiveness of social media as a tool to engage with stakeholders and (iii) to explore plausible risks imposed by social media on PR roles and practices. This study was part of PR profile research project conducted in 2018. More than 300 PR practitioners working in various organizations in Malaysia took part in the survey. The findings among others affirmed that despite a moderate use of social media, PR practitioners continue to perceive social media as effective tools to engage with stakeholders. Ironically, social media were also seen as imposing threats to organizations' reputation. This study is significant as it contributes to existing literature on the implications of social media use in PR roles and practice in Malaysia.

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“…Fear of isolation led public to take a punitive decision and evoke negative moral emotions toward transgressors, which are consistent with the perceived decisions/behaviors of other members of a community (Konishi et al, ; Zheng, Liu, & Davison, ). An individual will express moral emotions toward transgressors based on his/her knowledge about the opinion of the majority of the public in the community (Szolnoki, ).…”

Section: Literature Review and Hypothesis Buildingmentioning

confidence: 76%

Perceived public condemnation and avoidance intentions: The mediating role of moral outrage

Shah

Chu

Qaisar

et al. 2019

Journal of Public Affairs

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The effects of intrapersonal emotion on consumers' behavior have long been studied, but the effects of interpersonal emotions on public's intentions remain poorly understood. People often get angry when they observe injustice with others but not themselves. Drawing on emotions as social information theory, we investigated how perceived public condemnation (knowledge that other also condemn a particular norm violation by an organization) affects the moral outrage of public and their future intentions toward the organization. A quantitative study was empirically examined through a sample of 107 users of a leading riding service in Pakistan. Data were analyzed through statistical tools (IBM SPSS & AMOS 21). Finding shows that perceived public condemnation was positively correlated with moral outrage and avoidance intentions of individuals. However, moral outrage mediates the association between perceived public condemnation and avoidance intentions of the public. The implications highlight the importance of a community's social norms and values to gauge the organization's reputation in people's eyes.

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Exploring the relationship between corporate reputation and the public’s crisis communication on social media

Cited by 93 publications

References 61 publications

The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

The social-mediated crisis communication research: Revisiting dialogue between organizations and publics in crises of China

Embracing Social Media: The Change and Disruption to Public Relations Practices in Malaysia

Perceived public condemnation and avoidance intentions: The mediating role of moral outrage

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