Managing brand crisis through social media in frontier middle eastern countries (Jordan,Kuwait,Oman).
Managing brand crisis through social media communication ?
can dig deeper and give more specific guidelines for companies to deliver responses properly.
Context of a massage is valuable and can enhance the
convincing message. The relationship between the massage sender and receiver may affect the perception of the message. having a positive relationship might increase trustworthiness of the massage example ( race , gender , age ). Based on this the massage receiver will frame and process the massage in rational or emotional manner. (Ratner, Dotsch, Wigboldus, van Knippenberg, & Amodio, 2014).
Favouritism is an applicable social psychological concept, this concept represents the frank ideology that people would favour ingroup individuals over outgroup individuals. This phenomenon has been observed in many contexts and proves to be true. (Dasgupta, McGhee, Greenwald, & Banaji, 2000)
it’s very interesting to the role of message framing (emotional vs. rational) in crisis response (Claeys and Cauberghe, 2014) [
Crisis management is the set of activities aimed at reducing the harm and to cope with the damages imposed Coombs (2014, p.5). crisis is a rick to an organization, placing potential risk, harm and losses on a business’s brand equity and shareholders (Fearn-Banks, 2010).
Authors in this space agree on the importance of synergy between the preparations and communications aspects with the essentials of science of crisis management in order to succeed in overcoming a crisis (Augustine, 2000; Luecke, 2004; Fearn-Banks, 2010; Greyser, 2009; Hegner et al., 2014).distinguishing between different types of crises and being able to acknowledge and forecast what kind of brand crises are imminent , those tools will help in starting to understand how the management of crisis works.
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