Believe me, I am one of you! The role of common group affiliation in crisis communication

Einwiller, Sabine; Laufer, Daniel; Ruppel, Christopher

doi:10.1016/j.pubrev.2017.09.006

Cited by 18 publications

(8 citation statements)

References 21 publications

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“…Public relations scholars and practitioners likewise embrace the critical connection between effective CEO communication and positive organizational outcomes (e.g. Einwiller et al , 2017; Men and Tsai, 2016). For instance, responsive CEOs who communicate with warmth, sensitivity, compassion and sincerity are more likely to generate quality organization-public relationships (Tsai and Men, 2016).…”

Section: Literature Reviewmentioning

confidence: 99%

How do CEOs communicate on Twitter? A comparative study between Fortune 200 companies and top startup companies

Yue

Thelen

Robinson

et al. 2019

CCIJ

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Purpose The purpose of this paper is to compare Fortune 200 and top startup chief executive officers’ (CEOs) communication strategies on Twitter and the effectiveness of these strategies in influencing public engagement. Specifically, guided by the dialogic communication theory and social presence theory, this study explored CEOs’ use of dialogic communication, social presence strategies and message tactics. Additionally, public engagement on Twitter measured by total number of likes, retweets and comments was associated with communication strategies utilized by CEOs. Design/methodology/approach This study employed the quantitative content analysis. A total sample of 720 posts from 36 CEOs were selected and analyzed. Drawing from prior studies, a coding scheme was developed and employed during the coding process. Two authors of this study served as coders and reached satisfactory inter-coder reliability. A series of χ2 tests and negative binomial regressions were conducted for data analysis. Findings Neither Fortune 200 CEOs nor top startup CEOs fully utilized dialogic principles for Twitter communication. Although Fortune CEOs seemed to be experts in strategically tailoring messages and therefore present themselves on Twitter in a friendly manner, startup CEOs demonstrated a higher level of authenticity, animation and informality. Findings are mixed regarding the direction of associations between dialogic principles and public engagement. Originality/value This study expands the application of dialogic principles in examining online executive communication and its influence in public engagement on Twitter. This study was among the first that examined executive leadership communication in the context of social media setting. In this sense, the study shifted the internal focus of leadership research to investigating leaders’ interaction with a variety of online publics.

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Section: Literature Reviewmentioning

confidence: 99%

How do CEOs communicate on Twitter? A comparative study between Fortune 200 companies and top startup companies

Yue

Thelen

Robinson

et al. 2019

CCIJ

View full text Add to dashboard Cite

show abstract

“…Their comments might not receive expected responses from other members of a social group and can damage their credibility (Cronje et al, 2016). However, the contradictory evidence also exists where sharing of NWOM is associated with consumer efforts to be acknowledged as a member of a social group (Einwiller et al, 2017). Based on this evidence we hypothesize:…”

Section: Moderation Of Value-expressivenessmentioning

confidence: 99%

“…The need for sharing is highlighted as an element of identity among consumers (Borrero and Kruger, 2015). When consumers have some information, either positive or negative, they tend to spread it to others to take some credit, and this way their identity within the social group is strengthened (Einwiller et al, 2017). Naturally, it is the human tendency to share negative experiences most often than positive experiences (Alexandrov et al, 2013).…”

Section: Brand Hate and Nwommentioning

confidence: 99%

Love is not blind: investigating a love-hate transition among luxury fashion brand consumers

Kashif

Devrani

Rehman

et al. 2021

JFMM

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PurposeThere is extensive research where consumer emotions of brand love and brand hate are investigated. However, the studies where a transition in consumer-brand emotions is explored are scant. This paper aims to investigate the mediating effect of brand jealousy in the relationship between brand love and brand hate among luxury fashion brand consumers. Also how value expressiveness moderates the relationship between brand hate and negative word of mouth (NWOM) is examined.Design/methodology/approachThe study is based on a cross-sectional survey conducted among 273 luxury fashion consumers from Pakistan. The structural equation modeling (SEM) technique is employed to test the proposed hypotheses.FindingsAll the proposed hypotheses are supported. Brand jealousy mediates the relationship between brand love and brand hate. Furthermore, value expressiveness buffers the relationship between brand hate and NWOM.Practical implicationsThe luxury fashion marketers should focus on strengthening the symbolic identity of a luxury fashion brand via advocating its visual elements. Moreover, there is a need to advertise luxury fashion brands as exclusive to individual customers. Finally, some rewards can be offered to consumers to generate positive word of mouth (WOM) about luxury fashion brands.Originality/valueThe study of an emotional transition among luxury brand customers via a mediating role of brand jealousy is a unique theoretical contribution. Moreover, the moderating role of the value-expressiveness function examining the hate-to-NWOM path is also unique to this study.

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“…The categories of analysis were chosen to both represent the dimensions of the research question but also to describe the phenomenon. Einwiller et al (2017) emphasize the meaning of follower identification to leaders during crisis communication: "recipients' identification with the spokesperson is an important driver of message credibility, which in turn exerts positive effects on perceived trustworthiness of the company and behavioral intentions". The research question was how does a leader enact trust building in discursive leadership?…”

Section: Contextual Backgroundmentioning

confidence: 99%

Trust building through discursive leadership: a communicative engagement perspective in higher education management

Kosonen

Ikonen

2019

International Journal of Leadership in Education

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This paper focuses on trust building as an organizational phenomenon, more specifically, trust building through discursive leadership from the perspective of communicative engagement. The study draws on prior trust literature and discursive leadership theory, adopting an explorative approach in seeking deeper understanding of organizational trust building in a higher education organization.The data comprises leaders' speeches and the field notes analyzed by the method of meaning-pattern reconstruction. The qualitative study demonstrates that by showing trustworthiness, the leader promotes atmosphere for the organizational engagement of the followers. The main contribution is the empirical evidence supporting the confluence of theoretical models regarding perceived factors of organizational trustworthiness and collective organizational engagement in a rarely studied organizational environment. Trust as a core element of leadership appears to be a discursively developing process in higher education management.The findings imply for managerial leadership that the importance of raising the level of awareness of trustworthiness is crucial in leadership. Moreover, this study illustrates how discursive leadership may have a notable impact on the trust building process in the organization, especially in times of crisis. The context of a higher education organization highlights the need for exploring trust building through discursive in other than business-oriented organizations.

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Believe me, I am one of you! The role of common group affiliation in crisis communication

Cited by 18 publications

References 21 publications

How do CEOs communicate on Twitter? A comparative study between Fortune 200 companies and top startup companies

How do CEOs communicate on Twitter? A comparative study between Fortune 200 companies and top startup companies

Love is not blind: investigating a love-hate transition among luxury fashion brand consumers

Trust building through discursive leadership: a communicative engagement perspective in higher education management

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