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Social media conflicts during the financial crisis: Managerial implications for retail banks
Author(s) -
Dineva Denitsa,
Lu Xiaoming,
Breitsohl Jan
Publication year - 2019
Publication title -
strategic change
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.527
H-Index - 16
eISSN - 1099-1697
pISSN - 1086-1718
DOI - 10.1002/jsc.2292
Subject(s) - social media , dissemination , order (exchange) , business , financial crisis , marketing , public relations , finance , economics , political science , law , macroeconomics
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.