The Effect of Social Media on Reputation During a Crisis Event in the Cruise Line Industry

Ryschka, Andreas M.; Domke-Damonte, Darla J.; Keels, J. Kay; Nagel, Ruediger

doi:10.1080/15256480.2015.1130671

Cited by 32 publications

(39 citation statements)

References 21 publications

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“…In terms of the cognitive component of reputation, evaluation is based on a firm's past performance. For example, prior to a negative event such as a crisis, a highly positive reputation tends to suggest to consumers and public that the firm can minimize uncertainty through due diligence and contractual safeguards [29].…”

Section: Origin and Relevance Of The Concept 'Corporate Reputation' Imentioning

confidence: 99%

“…Moreover, several scholars identify the main differences between image and corporate reputation: On the one hand, image is related to the present moment generating expectations as a result of partial excellence, and it is difficult to measure. On the other hand, reputation is structural; it projects the corporate identity as a whole, it generates value, and it can be measured objectively [29]. Several authors point out that reputation is one of the main conditions of business leadership [36][37][38][39].…”

Section: Origin and Relevance Of The Concept 'Corporate Reputation' Imentioning

confidence: 99%

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The Influence of Heuristic judgments in Social Media on Corporate Reputation: A Study in Spanish Leader Companies

2020

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From a corporate-side perspective, the communication of reputational actions and news of companies becomes critical for success. However, in communication, business, and management studies, heuristics can be understood as simple cognitive processes that allow assessments, predictions, and decisions to be made quickly and efficiently by consumers and economic agents. This aspect can sometimes lead to cognitive biases, especially when little information is available or in situations of high uncertainty. The aim of this research is to investigate the influence of heuristic judgments in social media on corporate reputation ratings obtained in Spanish leader companies. Using data collected in Spain, this paper analyzes the influence of heuristics concerning news items on corporate reputation, measured by the Monitor Empresarial de Reputación Corporativa (MERCO) Index. The main finding of this paper is that the total number of news items has a positive effect on corporate reputation, particularly in the categories of culture-values, results/image, expansion, and sponsorship/donations. Additionally, this work serves as a repository of knowledge applicable to similar situations considering the specificities of each particular case. The importance to intervene on certain variables at different levels of managerial performance is described and implications for companies are discussed in these pages.

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Section: Origin and Relevance Of The Concept 'Corporate Reputation' Imentioning

confidence: 99%

Section: Origin and Relevance Of The Concept 'Corporate Reputation' Imentioning

confidence: 99%

The Influence of Heuristic judgments in Social Media on Corporate Reputation: A Study in Spanish Leader Companies

2020

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“…The use of social media without expertise and understanding of it functionality can have a negative impact on businesses, as a negative word of mouth (Leeflang, et al, 2014). According to Ryschka et al (2016) reputation of companies is an important asset that cannot be compromised, it has a direct effect on competitiveness and financial performance, and this can help companies to avoid any risk with the use of social media platforms. This means that a well-established reputation implies a higher level of appeal, assisting organizations to improve their customer loyalty, satisfaction, retention and trust (Ryschka, et al, 2016).…”

Section: Fig 1: Challenges With Social Mediamentioning

confidence: 99%

“…According to Ryschka et al (2016) reputation of companies is an important asset that cannot be compromised, it has a direct effect on competitiveness and financial performance, and this can help companies to avoid any risk with the use of social media platforms. This means that a well-established reputation implies a higher level of appeal, assisting organizations to improve their customer loyalty, satisfaction, retention and trust (Ryschka, et al, 2016). However, in this research, it is also mentioned that companies can learn from other businesses mistakes and learn to use social media for customers or businesses to have an opportunity to share negative or positive experiences.…”

Section: Fig 1: Challenges With Social Mediamentioning

confidence: 99%

Social Media Marketing and SMEs: Is it a Winning Combination in Singapore? An Analysis

Kurian

Asokan

Dham

2019

imr

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Increasing technological innovation and shrinking borders have resulted in stringent competition and have forced companies into seeking new ways for developing a competitive advantage. Since its introduction in 1989, the internet has taken over the globe as a storm. As of April 2018, the active internet user base has increased to 4087 million while active social media users have touched 3297 million users (Statista, 2018). Gone are the days when marketing was a one-way communication feeding method feeding customers with selective information (Ahmed, 2015). Internet and social media have now become an avenue for companies to target wider consumer base, interact with them and plan their marketing mix accordingly. With increasing penetration of internet across the globe, companies have started investing in digital marketing space to communicate with customers and enhance brand visibility. While internet penetration and social media usage have been on a high, the use of social media platforms as a marketing tool is still at a nascent stage. While companies have been exploring the benefits of social media; developing social media marketing strategies, having access to right talent, understanding digital consumer space, lack of clarity on evaluating ROI on social media and limited marketing budgets have been some of the major roadblocks that SMEs tend to face. The objective of the study is to explore if and how SMEs can win over the internet, the benefits of social media marketing and the challenges they face in implementing a well-defined social media marketing strategy. Considering high digital penetration and being a country with one of the highest active user bases, the Authors have zeroed in on Singapore as a target market to evaluate the objectives of the study.

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“…To accomplish this aim, the study will explore several crisis situations that this young industry has experienced over the past decade (Ryschka, Domke-Damonte, Keels, & Nagel, 2016).…”

Section: Problem Statementmentioning

confidence: 99%

The Effectiveness of Utilizing Social Media as a Public Relations Platform during an Organizational Crisis within the Cruise Ship Industry

Kaabi¹

2019

مجلة البحوث الإعلامیة

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The purpose of this study is to determine how social media can be employed as a PR platform to aid in crisis communication and message control in the cruise ship industry. The study evaluated positive public responses toward crisis management messages posted on Carnival Cruise Line's Twitter and Facebook platforms. This qualitative study was intended to assess how a public relations department in the cruise ship industry can maintain the organization's reputation and image when utilizing social media as a platform during a crisis. The findings show that social media is an effective tool in disseminating information, especially in times of crisis, due to its wide reach.

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The Effect of Social Media on Reputation During a Crisis Event in the Cruise Line Industry

Cited by 32 publications

References 21 publications

The Influence of Heuristic judgments in Social Media on Corporate Reputation: A Study in Spanish Leader Companies

The Influence of Heuristic judgments in Social Media on Corporate Reputation: A Study in Spanish Leader Companies

Social Media Marketing and SMEs: Is it a Winning Combination in Singapore? An Analysis

The Effectiveness of Utilizing Social Media as a Public Relations Platform during an Organizational Crisis within the Cruise Ship Industry

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