Crisis communication on Facebook

Stříteský Václav (), Stránská Adriana () and Drábik Peter ()
Additional contact information
Stříteský Václav: Ing. Václav Stříteský, Ph.D.; University of Economics, Prague, Faculty of Business Administration, Department of Marketing, W. Churchill sq. 4, Prague 3, 130 67, Czech Republic
Stránská Adriana: Ing. Adriana Stránská; University of Economics, Prague, Faculty of Business Administration, Department of Marketing, W. Churchill sq. 4, Prague 3, 130 67, Czech Republic
Drábik Peter: Ing. Peter Drábik, PhD.; University of Economics in Bratislava, Faculty of Commerce, Department of Marketing, Dolnozemská cesta 1, 852 35 Bratislava

Studia Commercialia Bratislavensia, 2015, vol. 8, issue 29, 103-111

Abstract: The aim of this paper is to present the issue of crisis communication under the newly created conditions of social media and evaluate the importance of social network site Facebook for crisis communication on the Czech market. The paper presents findings from a survey of Czech Facebook users. It examines the consumer complaining behaviour in the context of social media that can serve as a new platform to voice customer negative experiences. Differences between customers using traditional communications channels and those using social media platforms are identified and discussed.

Date: 2015
References: Add references at CitEc
Citations:

Downloads: (external link)
https://doi.org/10.1515/stcb-2015-0010 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:vrs:stcomb:v:8:y:2015:i:29:p:103-111:n:1

DOI: 10.1515/stcb-2015-0010

Access Statistics for this article

Studia Commercialia Bratislavensia is currently edited by Viera Kubičková

More articles in Studia Commercialia Bratislavensia from Sciendo
Bibliographic data for series maintained by Peter Golla ().