Initial steps in extending crisis communication theory towards social media crisis dialogue: revisiting situational crisis communication framework

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dc.contributor Aalto University en
dc.contributor Aalto-yliopisto fi Laisi, Suvi 2013-08-13T06:51:12Z 2013-08-13T06:51:12Z 2013
dc.description.abstract Research Summary The main focus of this research is on the study of stakeholders' naturally occurring reactions to corporate crisis and crisis communication. The literature review aimed to combine situational crisis communication framework (SCCT) with the strategic public relations management theory to establish an idea of strategic two-way crisis communication. The case study evidence is drawn from the Toyota USA Facebook site in relation to the Toyota recall crisis in 2009-2011 and studied with content analysis. Objectives of the study The objective of this study is to integrate the study of online stakeholder reactions to the study of the SCCT framework, and consequently take initial steps in extending SCCT towards social media application. This research studies four research questions: 1) How are evaluations of Toyota's reputation by highly involved stakeholders connected to the crisis communication strategies by Toyota on its Facebook site?, 2) How are the crisis communication strategies used by Toyota in relation to the SCCT framework?, 3) How do highly involved stakeholders attribute blame for the recall crisis?, and 4) How do highly involved consumers evaluate different dimensions of Toyota's reputation?. Conclusions The actual crisis related reactions by the fans of the Toyota USA Facebook site were found to differ from the predictions of SCCT in terms of stakeholders' acceptance of Toyota's victim communication strategy, blame attributions and evaluations of Toyota's reputation. The results of this study confirm the need for more complex crisis communication theories that include evaluation of actual stakeholder reactions in planning and adapting the crisis response. en
dc.format.extent 154
dc.language.iso en en
dc.title Initial steps in extending crisis communication theory towards social media crisis dialogue: revisiting situational crisis communication framework en
dc.type G2 Pro gradu, diplomityö fi Kauppakorkeakoulu fi School of Business en
dc.contributor.department Department of Management and International Business en
dc.contributor.department Johtamisen ja kansainvälisen liiketoiminnan laitos fi
dc.subject.keyword content analysis
dc.subject.keyword corporate crisis
dc.subject.keyword crisis communication
dc.subject.keyword Facebook
dc.subject.keyword involvement
dc.subject.keyword product recall
dc.subject.keyword situational crisis communication theory
dc.subject.keyword Toyota
dc.identifier.urn URN:NBN:fi:aalto-201308147591
dc.type.dcmitype text en
dc.programme.major International Business en
dc.programme.major Kansainvälinen liiketoiminta fi
dc.type.ontasot Master's thesis en
dc.type.ontasot Pro gradu tutkielma fi
dc.subject.helecon kansainväliset yhtiöt
dc.subject.helecon international companies
dc.subject.helecon yritysviestintä
dc.subject.helecon business communication
dc.subject.helecon viestintä
dc.subject.helecon communication
dc.subject.helecon kriisi
dc.subject.helecon crisis
dc.subject.helecon sosiaalinen media
dc.subject.helecon social media
dc.subject.helecon verkostot
dc.subject.helecon networks
dc.subject.helecon arviointi
dc.subject.helecon evaluation
dc.subject.helecon autoteollisuus
dc.subject.helecon car industry
dc.ethesisid 13284 2013-06-10
dc.location P1 I

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