Synthesizing Relationship Dynamics: An Analysis of Products and Services as Components of Corporate Reputation

How did the company respond to reviews on twitter? Es teh indonesia' case

“…One step taken by Esteh Indonesia, by subpoenaing @gandhoyy, has had a large and wide effect. This is in accordance with (Ji & Lieber, 2013) statement that the reputation of a corporation is largely determined by its interactions with consumers. Consumers will tend to choose organizations with a good reputation.…”

“…In addition, new media shows a strong effect and increase interactivity through conversations on Twitter. Like what (Ji & Lieber, 2013) said, @gandhoyy account, which originally provided feedback/ share experience in the form of an online complaint, is easy to spread and influence the company's image. Several responses from netizens are similar to Goutam's statement in (Ji & Lieber, 2013) regarding how organizations should reach and educate consumers about their products, such as answering questions/ giving information about the ingredients contained in their products.…”

“…Poor corporate service and communication will pay the price, that not only current consumers are reluctant to make further purchases, as well as negative word-of-mouth communication is shaped through customer complaints, negative opinion, and adverse experience with the company and with the use of social media as voice instrument, it can propagate this criticism to a large group of people within a short time, and also to prospective buyers in the future (Ji & Lieber, 2013).…”

“…New media technologies have given rise to new venues of mediated social interaction including social network sites, review/ feedback system which enable consumers to share with others information and/ or feelings about individual experiences at any time and any place. Sharing this could be synchronous, enabling positive or negative image to spread instantaneously like wildfire (Ji & Lieber, 2013).…”