Matches in SemOpenAlex for { <https://semopenalex.org/work/W3129418437> ?p ?o ?g. }
- W3129418437 endingPage "1202" @default.
- W3129418437 startingPage "1184" @default.
- W3129418437 abstract "Abstract This study examines how corporate responses to service failure, caused by the coronavirus (COVID‐19) crisis, influence electronic‐word‐of‐mouth (E‐WoM) and trust recovery around lockdown, using multiple data sources. A dataset of 398 valid COVID‐19 announcements from 50 UK food retailers posted on the social media platform Twitter, and 21,960 consumer comments associated with these announcements, are analysed using content analysis and social media analytics, respectively. In Study 1, we test the effects of corporate crisis response strategy (defensive vs. offensive) and response framing (emotional vs. rational) on consumer E‐WoM (measured as ‘consumer sentiment’). The results reveal that using a defensive corporate response strategy with emotionally framed announcements leads to more positive consumer E‐WoM. In Study 2, we advance the findings of Study 1 using a vignette‐based experimental design to examine how social media announcements made by food retailing brands influence consumers’ trust recovery. We find that consumer trust recovers significantly when corporate COVID‐19 responses are framed in an emotional manner. By drawing upon signalling theory, this study makes an important contribution to public health crisis communication and service failure literature by demystifying consumers’ reactions towards corporate crisis responses amid a pandemic." @default.
- W3129418437 created "2021-03-01" @default.
- W3129418437 creator A5027421540 @default.
- W3129418437 creator A5059131804 @default.
- W3129418437 creator A5071592530 @default.
- W3129418437 creator A5087017967 @default.
- W3129418437 creator A5087964061 @default.
- W3129418437 date "2021-03-30" @default.
- W3129418437 modified "2023-10-01" @default.
- W3129418437 title "Corporate Responses to the Coronavirus Crisis and their Impact on Electronic‐Word‐of‐Mouth and Trust Recovery: Evidence from Social Media" @default.
- W3129418437 cites W1484712441 @default.
- W3129418437 cites W1543898739 @default.
- W3129418437 cites W1574235309 @default.
- W3129418437 cites W1701983757 @default.
- W3129418437 cites W1911622352 @default.
- W3129418437 cites W1970718009 @default.
- W3129418437 cites W1976631369 @default.
- W3129418437 cites W1977793234 @default.
- W3129418437 cites W1985884414 @default.
- W3129418437 cites W1986315441 @default.
- W3129418437 cites W1998511687 @default.
- W3129418437 cites W2006519276 @default.
- W3129418437 cites W2008132350 @default.
- W3129418437 cites W2010001647 @default.
- W3129418437 cites W2012855146 @default.
- W3129418437 cites W2013713964 @default.
- W3129418437 cites W2021469327 @default.
- W3129418437 cites W2026898542 @default.
- W3129418437 cites W2034643139 @default.
- W3129418437 cites W2041330045 @default.
- W3129418437 cites W2048343354 @default.
- W3129418437 cites W2069692283 @default.
- W3129418437 cites W2077147756 @default.
- W3129418437 cites W2078299907 @default.
- W3129418437 cites W2110774033 @default.
- W3129418437 cites W2112256230 @default.
- W3129418437 cites W2115612291 @default.
- W3129418437 cites W2118036999 @default.
- W3129418437 cites W2118666608 @default.
- W3129418437 cites W2119233164 @default.
- W3129418437 cites W2120956954 @default.
- W3129418437 cites W2131752840 @default.
- W3129418437 cites W2132351260 @default.
- W3129418437 cites W2137180005 @default.
- W3129418437 cites W2169064053 @default.
- W3129418437 cites W2177174363 @default.
- W3129418437 cites W2259986932 @default.
- W3129418437 cites W2300446227 @default.
- W3129418437 cites W2347035548 @default.
- W3129418437 cites W2461199507 @default.
- W3129418437 cites W2499842506 @default.
- W3129418437 cites W2564078196 @default.
- W3129418437 cites W2572032091 @default.
- W3129418437 cites W2607032824 @default.
- W3129418437 cites W2735610417 @default.
- W3129418437 cites W2795850926 @default.
- W3129418437 cites W2898081233 @default.
- W3129418437 cites W2906043518 @default.
- W3129418437 cites W2948584445 @default.
- W3129418437 cites W2951331445 @default.
- W3129418437 cites W2960218093 @default.
- W3129418437 cites W2966860299 @default.
- W3129418437 cites W2973100059 @default.
- W3129418437 cites W3022803332 @default.
- W3129418437 cites W3024535498 @default.
- W3129418437 cites W3025834081 @default.
- W3129418437 cites W3028352916 @default.
- W3129418437 cites W3034014139 @default.
- W3129418437 cites W3034271081 @default.
- W3129418437 cites W3035939752 @default.
- W3129418437 cites W3039174286 @default.
- W3129418437 cites W3046527520 @default.
- W3129418437 cites W3080101757 @default.
- W3129418437 cites W3084856206 @default.
- W3129418437 cites W3089738295 @default.
- W3129418437 cites W3091893776 @default.
- W3129418437 cites W3093324219 @default.
- W3129418437 cites W3124231823 @default.
- W3129418437 cites W3125510825 @default.
- W3129418437 cites W4248475065 @default.
- W3129418437 cites W4253262538 @default.
- W3129418437 cites W570226433 @default.
- W3129418437 doi "https://doi.org/10.1111/1467-8551.12497" @default.
- W3129418437 hasPubMedCentralId "https://www.ncbi.nlm.nih.gov/pmc/articles/8251100" @default.
- W3129418437 hasPublicationYear "2021" @default.
- W3129418437 type Work @default.
- W3129418437 sameAs 3129418437 @default.
- W3129418437 citedByCount "32" @default.
- W3129418437 countsByYear W31294184372021 @default.
- W3129418437 countsByYear W31294184372022 @default.
- W3129418437 countsByYear W31294184372023 @default.
- W3129418437 crossrefType "journal-article" @default.
- W3129418437 hasAuthorship W3129418437A5027421540 @default.
- W3129418437 hasAuthorship W3129418437A5059131804 @default.
- W3129418437 hasAuthorship W3129418437A5071592530 @default.
- W3129418437 hasAuthorship W3129418437A5087017967 @default.
- W3129418437 hasAuthorship W3129418437A5087964061 @default.
- W3129418437 hasBestOaLocation W31294184371 @default.