文献类型：期刊文献

英文题名：Can an apology change after-crisis user attitude? The role of social media in online crisis management

作者：Li, Ying[1];Yang, Ke[1];Chen, Jin[2];Gupta, Sumeet[3];Ning, Feiyang[1]

机构：[1]East China Univ Sci & Technol, Sch Business, Shanghai, Peoples R China;[2]Univ Nottingham Ningbo China, Nottingham Univ Business Sch China, Ningbo, Zhejiang, Peoples R China;[3]Indian Inst Management, Dept Informat Technol & Syst, Raipur, Madhya Pradesh, India

年份：2019

卷号：32

期号：4

起止页码：802

外文期刊名：INFORMATION TECHNOLOGY & PEOPLE

收录：;WOS:【SSCI(收录号:WOS:000487305200002)】；

基金：This study was supported by Humanities and Social Science Research Project of Ministry of Education of China (15YJA630033), Shanghai Pujiang Program (14PJC023), and National Natural Science Foundation of China (71772061).

语种：英文

外文关键词：Reputation; Interactive media; Customer relationship management (CRM); Persuasive technology

摘要：Purpose Drawing upon the Elaboration Likelihood Model, the purpose of this paper is to examine how the characteristics of social media moderate the effect of a firm's apology on the attitude of its customers. Design/methodology/approach An online experiment including 360 active users of internet was employed to test the research model. Findings Results revealed that an after-crisis apology and firm reputation both have a positive effect on after-crisis user attitude toward the firm. Furthermore, the positive effect of apology becomes stronger as online media interactivity increases, whereas the positive effect of reputation becomes weaker. Originality/value This study extends the literature on online crisis management and the literature on ELM by highlighting the role of online media interactivity in influencing the persuasive effectiveness of firm's crisis response in the context of social media.