Sheer Outrage: Negotiating Customer Dissatisfaction and Interaction in the Blogosphere

How the Interplay of Consumer-Brand Identification and Crises Influences the Effectiveness of Corporate Response Strategies

“…Additionally, when loyal consumers raise a concern and a brand does not address it timely, the brand will need to sincerely apologize to the consumers. Compensation without apologizing may insult the loyal consumers, as shown in Lululemon's product recall (Creelman, 2015). Finally, this study helps corporate communicators better understand consumers' perspectives.…”

The Cambridge Handbook of Discourse Studies

“…These include nonexistence, distance, ingratiation, mortification and suffering (Benoit 1997;Coombs 1998). Corporations will normally choose a mix of strategies to respond to criticism depending also on the audiences (Creelman 2015).…”

“…In the same way in which digital technology has contributed to changes in some practices of business interactions (Darics 2015), it also has had an effect on practices of corporate communication with the wider world. The potential of addressing diverse audiences including existing and potential customers have made social made an incredibly useful platform for disseminating and enhancing a corporate positive self-image and expanding corporations' customer base (Creelman 2015). Social media are nowadays firmly integrated in corporate communications because they offer attractive and multimodal forms of self-presentation.…”

Critical Language and Discourse Awareness in Management Education

“…On the one hand, ever improving and increasingly prevalent digital communication technologies, the worldwide web, and social media platforms foster an always-on, always-connected communication practice, in both our private and professional lives. Such constant connectedness has contributed to the blurring of the boundaries between the private, public, personal, and corporate spheres: Employees and external stakeholders can engage in instantaneous, two-way communication with organizations (Beers-Fägersten, 2015; Creelman, 2015), many communication channels are beyond the control of an organization yet have a profound influence on its functioning (e.g., semiprofessional blogs, employee Twitter accounts, or community-initiated fan pages), and leading corporate personae are expected to share insights into their personal lives to increase trust toward the brands they represent (Girginova, 2015). This shifting relationship between organizations and their internal and external stakeholders has inevitably brought about a shift in communication practices in business.…”