Managing bad news in social media: A case study on Domino's Pizza crisis

ICWSM 2012 - Proceedings of the 6th International AAAI Conference on Weblogs and Social Media

Volumn , Issue , 2012, Pages 282-289

  Park, Jaram ^a   Cha, Meeyoung ^a   Kim, Hoh ^a   Jeong, Jaeseung ^a  

^a Korea Advanced Institute of Science and Technology (KAIST)   (South Korea)

Author keywords

[No Author keywords available]

Indexed keywords

NEGATIVE SENTIMENTS; NETWORK FEATURES; PUBLIC PERCEPTION; PUBLIC SENTIMENTS; PURCHASE INTENTS; SOCIAL MEDIA;

INDUSTRY;

SOCIAL NETWORKING (ONLINE);

EID: 84874605421     PISSN: None     EISSN: None     Source Type: Conference Proceeding    
DOI: None     Document Type: Conference Paper

References (21)

1. 2012. ABC News Papa John's Employee Calls Woman 'Lady Chinky Eyes' on Receipt. http://tinyurl.com/746lzko.
2. An, S.-K., and Cheng, I.-H. 2010. Crisis communication research in public relations journals: Tracking research trends over thirty years, in The handbook of crisis comm. Handbooks in Comm. and Media. Wiley-Blackwell.
3. Blackshaw, P. 2008. Satisfied Customers Tell Three Friends, Angry Customers Tell 3,000. Crown Business.
4. Bollen, J.; Goncalves, B.; Ruan, G.; and Mao, H. 2011. Happiness is Assortative in Online Social Networks. Artificial Life 17(3):237-251.
5. Bollen, J.; Mao, H.; and Zeng, X.-J. 2011. Twitter mood predicts the stock market. J. Comput. Science 2(1):1-8.
6. Cha, M.; Haddadi, H.; Benevenuto, F.; and Gummadi, K. 2010. Measuring User Influence in Twitter: The Million Follower Fallacy. In Int. AAAI Conf. on Weblogs and Social Media (ICWSM).
7. Coombs, W. T.,. H. S. J. 2008. Comparing apology to equivalent crisis response strategies: clarifying apology's role and value in crisis comm. Public Relations Review 34:252-257.
8. Efthimious, G. 2010. Regaining Altitude: A case analysis of the JetBlue Airways Valentine's Day 2007 crisis, in The handbook of crisis comm. Handbooks in Comm. and Media. Wiley-Blackwell.
9. Fowler, J.H., and Christakis, N. 2008. Dynamic spread of happiness in a large social network: Longitudinal analysis over 20 years in the framlington heart study. British Medical Journal 337:a2338.
10. Frantz, C., and Bennigson, C. 2005. Better late than early: The influence of timing on apology effectiveness. Journal of Experimental Social Psychology 41(2):201-207.
11. Geertz, C. 1973. The interpretation of cultures: selected essays. Harper colophon books. Basic Books.
12. Golder, S. A., and Macy, M. W. 2011. Diurnal and seasonal mood vary with work, sleep, and daylength across diverse cultures. Science 333(6051):1878-1881.
13. HCD Research 2007 Majority of AmericansWill Continue to Purchase Mattel Toys after Recall. http://tinyurl.com/6ujmcbu.
14. HCD Research 2009. Domino's Brand Takes a Hit after YouTube quot;Prank" Video. http://tinyurl.com/d4e47h.
15. Jin, Y., and Pang, A. 2010. Future directions of crisis communication research: Emotions in crisis - the next frontier in The handbook of crisis comm. Handbooks in Comm. and Media. Wiley-Blackwell.
16. Park, J.; Kim, H.; Cha, M.; and Jeong, J. 2011. Ceo's apology in twitter: A case study of the fake beef labeling incident by e-mart. In SocInfo, volume 6984 of Lecture Notes in Computer Science, 300-303. Springer.
17. Strauss, A., and Corbin, J. 1990. Basics of qualitative research: Grounded theory procedures and techniques. Sage Publications.
18. Talbot, D. 2011. A social media decoder. MIT Technology review 44-51.
19. Tausczik, Y. R., and Pennebaker, J. W. 2010. The Psychological Meaning of Words: LIWC and Computerized Text Analysis Methods. Journal of Language and Social Psychology 29(1):24-54.
20. Tumasjan, A.; O.Sprenger, T.; G.Sander, P.; and M.Welpe, I. 2010. Predicting elections with twitter: What 140 characters reveal about political sentiment. In Int. AAAI Conf. on Weblogs and Social Media (ICWSM).
21. Wu, S.; Tan, C.; Kleinberg, J.; and Macy, M. 2011. Does bad news go away faster? In Int. AAAI Conf. on Weblogs and Social Media (ICWSM).