Review paper
Corporate conflict management on social media brand fan pages
Abstract
A recent development in the literature on social media brand fan pages is the investigation of hostile consumer-to-consumer interactions. Existing research has thus far concentrated on the reasons why consumers engage in such online conflicts. In comparison, this study focuses on how online conflicts can be best managed. Based on direct observations of six brand fan pages on Facebook, we offer a first conceptualisation of corporate conflict...
Paper Details
Title
Corporate conflict management on social media brand fan pages
Published Date
May 30, 2017
Volume
33
Issue
9-10
Pages
679 - 698
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