Emotional stakeholders as "crisis communicators" in social media : the case of the Telenor customer complaints crisis
Year of publication: |
2016
|
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Authors: | Johansen, Britt Foget ; Johansen, Winni ; Weckesser, Nina M. |
Published in: |
Corporate communications : an international journal. - Bingley : Emerald Publishing Limited, ISSN 1356-3289, ZDB-ID 1334346-4. - Vol. 21.2016, 3, p. 289-308
|
Subject: | Social media | Crisis communication | Customer complaints | Rhetorical arena theory | Emotional stakeholder | Response strategy | Beschwerdemanagement | Complaint management | Deregulierung | Deregulation | Social Web | Social web | Stakeholder | Krisenmanagement | Crisis management | Öffentlichkeitsarbeit | Public relations | Beziehungsmarketing | Relationship marketing | Risikokommunikation | Risk communication | Emotion |
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