Pulling ads, making apologies: Lowe's use of Facebook to communicate with stakeholders

Kinsky, Emily S.; Gerlich, R. Nicholas; Baskin, Meagan E. Brock; Drumheller, Kristina

doi:10.1016/j.pubrev.2014.03.005

Cited by 8 publications

(5 citation statements)

References 2 publications

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“…Such data sources, however, are of little use in management practice. Therefore, I decided to use Facebook data, which are increasingly used by researchers in the area of management (Dekay, 2012; Haigh et al, 2013; Kinsky, Gerlich, Brock Baskin, & Drumheller, 2014; Waters, Burnett, Lamm, & Lucas, 2009). I chose Facebook out of all popular social media platforms, because it contains information on a larger user base than other social media services.…”

Section: Methodsmentioning

confidence: 99%

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The mediating role of natural and social resources in the corporate social responsibility—corporate financial performance relationship

Ratajczak

2020

Manage Decis Econ

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Failure to obtain definitive results regarding the influence of corporate social responsibility (CSR) on corporate financial performance (CFP) has prompted scholars to investigate mechanisms behind this relationship. This paper follows the same path and distinguishes two dimensions of CSR (social and environmental) to expand the pool of potential mediators on the basis of natural-and social resource-based view (RBV) of the firm. In a unique dataset comprising seven potential mediators for 300 companies, a direct relationship only existed between environmental CSR and CFP, in contrast to the "new road" from social CSR to CFP that goes through external reputation and innovativeness-variables that form an opposing mediation. 1 | INTRODUCTION Corporate social responsibility (CSR) is an increasingly common subject of research, especially in the areas of management and finance. CSR activities are increasingly common among managers (Horváth et al., 2017) and "firms have greatly increased the amount of resources allocated to [CSR] activities" (Barnea & Rubin, 2010, p. 71). This gives rise to questions on the relationship between CSR and corporate financial performance (CFP). As Wang, Sewon, and Claiborne (2008) noted, CSR needs economic justification, because without evident benefits for companies, CSR may not continue to flourish. CSR programs are costly and must compete for companies' limited financial resources. Although empirical research on the CSR-CFP relationship spans nearly 50 years,1 the findings are ambiguous, as repeatedly demonstrated in literature reviews (De Bakker, Groenewegen, & Den

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Section: Methodsmentioning

confidence: 99%

“…decided to use Facebook data, which are increasingly used by researchers in the area of management (Dekay, 2012;Haigh et al, 2013;Kinsky, Gerlich, Brock Baskin, & Drumheller, 2014;Waters, Burnett, Lamm, & Lucas, 2009).…”

Section: Internal and External Reputationmentioning

confidence: 99%

The mediating role of natural and social resources in the corporate social responsibility—corporate financial performance relationship

Ratajczak

2020

Manage Decis Econ

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“…On the other hand, the effectiveness of using social media for crisis response remains unclear. A case study of Lowe's apology after pulling ads from TLC's All-American Muslim suggests that Facebook might not be the best venue for crisis communication (Kinsky, Gerlich, Brock Baskin, & Drumheller, 2014). In comparison, Twitter was found to be more useful than Facebook or Instagram on post-crisis reputation evaluation, positive social media engagement, and offline behavioral intention (Triantafillidou & Yannas, 2020).…”

Section: Theoretical Framework: Privacy and Security Crisis Responsementioning

confidence: 99%

Why Zoom Is Not Doomed Yet: Privacy and Security Crisis Response in the COVID-19 Pandemic

Chen

Yuan

2023

American Behavioral Scientist

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The COVID-19 pandemic not only fueled the explosive growth of Zoom but also led to a major privacy and security crisis in March 2020. This research examines Zoom’s response to this privacy and security crisis with the aid of a producer’s perspective that aims to direct attention to institutional and organizational actors and draws on theories of privacy management and organizational crisis communication. We primarily use data from 14 weekly Ask Eric Anything webinars from April 8 to July 15, 2020, to illustrate the strategies of Zoom’s crisis response, especially organizational representation, the contours of its analytic account acknowledging and minimizing responsibility, and patterns of corrective and preventive action for user education and product improvement. Results demonstrate the usefulness of the producer’s perspective that sheds light on how Zoom navigated the privacy and security crisis. Special attention is paid to the mobilization of networks of executives, advisors, consultants, and clients for expertise, endorsement, and collaboration. It is argued that Zoom’s response strategies have contributed to Zoom’s organizational mission and culture and reframed the crisis from a growing pain to a growth opportunity relating to privacy and security. Zoom’s nimble, reasonable, collaborative, interactive yet curated organizational response to the privacy and security crisis can be seen as an unintended consequence of its sudden rise amid a global pandemic. It offers a useful model for tech firms’ crisis response at a crucial moment for the tech industry around the world.

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“…La aplicación de las tecnologías de la información y la comunicación ha supuesto un cambio significativo en la forma en la que las organizaciones desarrollan su estrategia de comunicación y relaciones públicas (Aced, 2013;Almansa-Martínez y Castillo-Esparcia, 2014;Kinsky et al, 2014;Matilla, 2014). Espacios como los sitios web o las redes sociales configuran nuevas vías en las que uno de los principales retos es adaptarse a los diferentes públicos y generar una verdadera comunicación bidireccional, caracterizada por la conversación por el usuario (Silva, 2012;Cho, Schweickart y Haase, 2014;Huertas, 2014;Fernández-Torres y Casterillo-Ostío, 2016;Lillqvist, Louhiala-Salminen, y Kankaanranta, 2016).…”

Section: Introductionunclassified

“…En este sentido, además de ese intercambio directo de opciones entre marcas y grupos de interés, es importante destacar que ese diálogo se produce en igualdad de condiciones para ambos interlocutores (Viñarás Abad y Cabezuelo Lorenzo, 2013). Sin embargo, hay determinados asuntos, como aquellos objetos de controversia, para los cuales las redes sociales como Facebook no son el canal más adecuado para comunicarse con los grupos de interés (Kinsky et al, 2014). Por el contrario, el entretenimiento o el ocio se revelan como cuestiones más apropiadas para desarrollar en estos espacios (Vázquez Gestal, Fernández Souto y Lage Picos, 2015).…”

Section: Introductionunclassified

La participación de los stakeholders de las asociaciones contra el cáncer en Facebook

Díaz-Campo

Gómez

2017

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Esta investigación analiza la estrategia en Facebook de cuatro asociaciones iberoamericanas de lucha contra el cáncer de países donde esta enfermedad representa la segunda causa de mortalidad. El estudio aborda las características que presentan los mensajes que consiguen mayor interacción con el público a través de la opción “comentar”. Las publicaciones más comentadas son aquellas que abordan el cáncer de forma genérica o bien no lo mencionan; además de informar y concienciar persiguen otros objetivos diferentes a los de las asociaciones y emplean la imagen como recurso principal acompañada de un hashtag o enlace a la web de la entidad.The participation on Facebook of stakeholders in non-profit organisations against cancer.AbstractIn this paper, we analyse the Facebook strategy of four associations against cancer in Ibero-America where cancer is the second highest cause of mortality. We focus on messages with public interaction through the Comment button. The posts that receive most comments are those that refer to cancer in a general way and those that do not mention cancer at all. They inform and raise awareness, pursuing goals that are different to those of the associations, using images, hashtags and website links as their main tools.KeywordsNon-profit organisations, Facebook, cancer, interaction, health communication.

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Pulling ads, making apologies: Lowe's use of Facebook to communicate with stakeholders

Cited by 8 publications

References 2 publications

The mediating role of natural and social resources in the corporate social responsibility—corporate financial performance relationship

The mediating role of natural and social resources in the corporate social responsibility—corporate financial performance relationship

Why Zoom Is Not Doomed Yet: Privacy and Security Crisis Response in the COVID-19 Pandemic

La participación de los stakeholders de las asociaciones contra el cáncer en Facebook

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