Public Relations Crisis and Social Media: An Investigation into Extant and Prospective Consumers’ Perceptions through the Lens of Attribution Theory’

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dc.cclicenceN/Aen
dc.contributor.authorZamani, Efpraxia D.en
dc.contributor.authorKasimati, A. E.en
dc.contributor.authorGiaglis, G. M.en
dc.date.acceptance2014-09-22en
dc.date.accessioned2016-04-27T09:36:28Z
dc.date.available2016-04-27T09:36:28Z
dc.date.issued2015
dc.description.abstractOnline social media has shifted the balance of power from businesses to consumers, with consumers now being able to share information almost unrestrictedly in real-time. As a result, an effort to suppress what may be considered as harmful information can easily backfire, causing the information to instantly spread through user ties. However, what is considered important in such occasions is the way extant and prospective customers may interpret such crises. In this paper, we discuss the case of a Greek Apple authorized service provider and the manner in which it responded to a customer’s complaint in a blog post. The company, instead of using social media to reach out to its customers, chose to move legally against the disgruntled customer, aiming to suppress the relevant blog post, which quickly resulted to the company’s viral defamation. Building upon attribution theory and employing a content analysis of user postings in social media, our study explores stakeholders’ perceptions regarding the company’s reaction and response strategy, seeking to investigate attributions of cause and responsibility. Our results show that, in the initial stages of a crisis, hostile behaviour or refraining from comments altogether, can lead to negative outcomes in relation to a company’s reputation.en
dc.funderN/Aen
dc.identifier.citationZamani, E.D., Kasimati, A.E., Giaglis, G.M. (2015) Public Relations Crisis and Social Media: An Investigation into Extant and Prospective Consumers’ Perceptions through the Lens of Attribution Theory. Journal of Theoretical and Applied Electronic Commerce Research, 10 (2), pp. 33-52en
dc.identifier.doihttps://doi.org/10.4067/S0718-18762015000200004
dc.identifier.issn0718-1876
dc.identifier.urihttp://hdl.handle.net/2086/12007
dc.language.isoenen
dc.peerreviewedYesen
dc.projectidN/Aen
dc.publisherSciELOen
dc.researchgroupCentre for Computing and Social Responsibilityen
dc.researchinstituteCentre for Computing and Social Responsibility (CCSR)en
dc.subjecte-women
dc.subjectmicrobloggingen
dc.subjectonline social networksen
dc.subjectreputation managementen
dc.subjectattribution theoryen
dc.titlePublic Relations Crisis and Social Media: An Investigation into Extant and Prospective Consumers’ Perceptions through the Lens of Attribution Theory’en
dc.typeArticleen

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