Social media and culture in crisis communication: McDonald's and KFC crises management in China

doi:10.1016/j.pubrev.2017.03.006

科研成果详情

发表状态	已发表Published
题名	Social media and culture in crisis communication: McDonald's and KFC crises management in China
作者	Zhu, Lin1 ; Anagondahalli, Deepa 2; Zhang, Ai 3
发表日期	2017-09-01
发表期刊	Public Relations Review
ISSN/eISSN	0363-8111
卷号	43 期号:3 页码:487-492
摘要	This study analyzed how social media presents both challenges and opportunities to multinational companies (MNCs) in crisis situations. Employing a case study approach, the present study examined how McDonald's and KFC used social media to manage their 2012 crises in China. Important findings of the study include: 1) crisis response strategies should be based on cultural insiders’ assessment of attribution of blame; 2) perception and use of specific response strategies (e.g., apology) have cross cultural variations; and 3) the role of influential social media users needs to be contextualized by culture.
关键词	Crisis communication Cultural differences Influential social media creators Social media
DOI	10.1016/j.pubrev.2017.03.006
URL	查看来源
收录类别	SSCI
语种	英语English
WOS研究方向	Business & Economics ; Communication
WOS类目	Business ; Communication
WOS记录号	WOS:000405064000004
Scopus入藏号	2-s2.0-85016561405
引用统计	被引频次：76[WOS] [WOS记录] [WOS相关记录]
文献类型	期刊论文
条目标识符	https://repository.uic.edu.cn/handle/39GCC9TT/12244
专题	个人在本单位外知识产出
通讯作者	Zhu, Lin
作者单位	1.University of Massachusetts Boston,Boston,100 Morrissey Blvd,02125,United States 2.University of Maryland,College Park,2130 Skinner Building,20742,United States 3.Stockton University,101 Vera King Farris Drive, Galloway,08205,United States
推荐引用方式 GB/T 7714	Zhu, Lin,Anagondahalli, Deepa,Zhang, Ai. Social media and culture in crisis communication: McDonald's and KFC crises management in China[J]. Public Relations Review, 2017, 43(3): 487-492.
APA	Zhu, Lin, Anagondahalli, Deepa, & Zhang, Ai. (2017). Social media and culture in crisis communication: McDonald's and KFC crises management in China. Public Relations Review, 43(3), 487-492.
MLA	Zhu, Lin,et al."Social media and culture in crisis communication: McDonald's and KFC crises management in China". Public Relations Review 43.3(2017): 487-492.