Becker, Kip; Nobre, Helena; Kanabar, Vijay - In: Global Business and Economics Review 15 (2013) 2/3, pp. 293-308
Companies are increasingly recognising that social networks are a force to contend with in reputation management. There are numerous examples of how single voices using viral systems have, in a matter of days, reached out to millions about poor service or flawed products. Managing social...