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

Autor:	Ryschka, Andreas M., Domke-Damonte, Darla J., Keels, J. Kay, Nagel, Ruediger
Předmět:	SOCIAL media in business CORPORATE image CRISIS management research CRUISE industry BRAND image
Zdroj:	International Journal of Hospitality & Tourism Administration; Apr-Jun2016, Vol. 17 Issue 2, p198-221, 24p
Abstrakt:	This research evaluates social media’s role in shaping perceptions of reputation during crisis management in a cruise line setting. Data were collected from respondents in the United States and Germany (N = 334) to explore the influence of speed and clarity of corporate response, brand familiarity, and cultural values on the perception of corporate reputation of a cruise line experiencing a crisis. Results indicated that speed of response using social media, brand familiarity, and cultural values of the respondent affected perceptions of corporate reputation of a cruise line after a crisis. [ABSTRACT FROM PUBLISHER]
Databáze:	Complementary Index
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