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Social Media Conflicts During the Financial Crisis: Managerial Implications for Retail Banks

Dineva, Denitsa Petrova, Lu, Xiaoming, Breitsohl, Jan (2019) Social Media Conflicts During the Financial Crisis: Managerial Implications for Retail Banks. Strategic Change, 28 (5). pp. 381-386. ISSN 1086-1718. (doi:10.1002/jsc.2292) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:76516)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
https://doi.org/10.1002/jsc.2292

Abstract

Social media can be used proactively to disseminate accurate corporate information and address undesirable consumer behaviors online in order to help counteract negativity in the business environment in the wake of a financial crisis. Social media thus has become a popular open forum for financial institutions such as retail banks to engage in corporate dialogue with consumers. We recommend that financial services firms preemptively use their social media‐based online communities in order to disseminate accurate corporate information in times of a financial crisis. Particularly, firms can choose between a range of reactive and proactive strategies to manage social conflict in the wake of a financial crisis.

Item Type: Article
DOI/Identification number: 10.1002/jsc.2292
Divisions: Faculties > Social Sciences > Kent Business School
Depositing User: Jan Breitsohl
Date Deposited: 16 Sep 2019 13:07 UTC
Last Modified: 16 Sep 2019 13:35 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/76516 (The current URI for this page, for reference purposes)
Breitsohl, Jan: https://orcid.org/0000-0002-3337-5533
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