Online Stakeholder Interaction of Some Airlines in the Light of Situational Crisis Communication Theory - Social Media: The Good, the Bad, and the Ugly Access content directly
Conference Papers Year : 2016

Online Stakeholder Interaction of Some Airlines in the Light of Situational Crisis Communication Theory

Boyang Zhang
  • Function : Author
  • PersonId : 1027773
Denis Kotkov
  • Function : Author
  • PersonId : 1027774
Jari Veijalainen
  • Function : Author
  • PersonId : 1027775
Alexander Semenov

Abstract

The purpose of this paper is to explore the participation of main actors in Facebook. The engagement shows different degrees of participation that directly affect the brand image and reputation. This research applies Situational Crisis Communication Theory (SCCT) to interaction in the social media. It provides possibilities for decision makers to monitor diverse messages online, understand stakeholder concerns and reply to them adequately, which is especially important in crisis situations. Seven airline organizations were selected for a comparative analysis concerning their online discussions. The verified Facebook and Twitter accounts of those airlines were investigated, the status updates of the airlines and comments issued by other users during 2009-2016 collected along the replies and comments issued by the airlines themselves. The main methods are sentiment analysis, categorization of the messages into four categories and counting.
Fichier principal
Vignette du fichier
396007_1_En_17_Chapter.pdf (465.24 Ko) Télécharger le fichier
Origin : Files produced by the author(s)
Loading...

Dates and versions

hal-01702222 , version 1 (06-02-2018)

Licence

Attribution

Identifiers

Cite

Boyang Zhang, Denis Kotkov, Jari Veijalainen, Alexander Semenov. Online Stakeholder Interaction of Some Airlines in the Light of Situational Crisis Communication Theory. 15th Conference on e-Business, e-Services and e-Society (I3E), Sep 2016, Swansea, United Kingdom. pp.183-192, ⟨10.1007/978-3-319-45234-0_17⟩. ⟨hal-01702222⟩
150 View
420 Download

Altmetric

Share

Gmail Facebook X LinkedIn More