4,947
Views
27
CrossRef citations to date
0
Altmetric
Articles

Corporate conflict management on social media brand fan pages

, ORCID Icon &
Pages 679-698 | Received 15 Sep 2016, Accepted 23 Mar 2017, Published online: 30 May 2017

References

  • Adjei, M. T., Nowlin, E. L., & Ang, T. (2016). The collateral damage of C2C communications on social networking sites: The moderating role of firm responsiveness and perceived fairness. Journal of Marketing Theory and Practice, 24(2), 166–185. doi:10.1080/10696679.2016.1131057
  • Algesheimer, R., Dholakia, U. M., & Herrmann, A. (2005). The social influence of brand community: Evidence from European car clubs. Journal of Marketing, 69(3), 19–34. doi:10.1509/jmkg.69.3.19.66363
  • Ang, L. (2011). Community relationship management and social media. The Journal of Database Marketing & Customer Strategy Management, 18(1), 31–38. doi:10.1057/dbm.2011.3
  • Bagozzi, R. P., & Dholakia, U. M. (2002). Intentional social action in virtual communities. Journal of Interactive Marketing, 16(2), 2–21. doi:10.1002/dir.10006
  • Becker-Olsen, K. L., Cudmore, B. A., & Hill, R. P. (2006). The impact of perceived corporate social responsibility on consumer behavior. Journal of Business Research, 59(1), 46–53. doi:10.1016/j.jbusres.2005.01.001
  • Bijlsma-Frankema, K., & Koopman, P. (2004). The oxymoron of control in an era of globalisation: Vulnerabilities of a mega myth. Journal of Managerial Psychology, 19(3), 204–217. doi:10.1108/02683940410527711
  • Blake, R. R., & Mouton, J. S. (1964). The managerial grid. Houston, TX: Gulf.
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. doi:10.1191/1478088706qp063oa
  • Braun, V., & Clarke, V. (2014). Thematic analysis. In H. Cooper (Ed.), APA handbook of research methods in psychology (Vol. 2, pp. 57–71). Washington, DC: American Psychological Association .
  • Breitsohl, J., Khammash, M., & Griffiths, G. (2014). Online complaint communication strategy: an integrated management framework for e-businesses. In Handbook of Strategic e-Business Management (pp. 907-933). Berlin: Springer.
  • Breitsohl, J., Kunz, W. H., & Dowell, D. (2015). Does the host match the content? A taxonomical update on online consumption communities. Journal of Marketing Management, 31(9–10), 1–25. doi:10.1080/0267257X.2015.1036102
  • Carlson, B. D., Suter, T. A., & Brown, T. J. (2008). Social versus psychological brand community: The role of psychological sense of brand community. Journal of Business Research, 61(4), 284–291. doi:10.1016/j.jbusres.2007.06.022
  • Chung, S. (2015). Solving strategy for unintended criticism in online space: Consumer response to firm crisis in online discussion forum. Internet Research, 25(1), 52–66. doi:10.1108/IntR-01-2014-0005
  • Cohen-Almagor, R. (2012). Freedom of expression, internet responsibility, and business ethics: The Yahoo! saga and its implications. Journal of Business Ethics, 106(3), 353–365. doi:10.1007/s10551-011-1001-z
  • Colliander, J., & Wien, A. (2013). Trash talk rebuffed: Consumers’ defense of companies criticized in online communities. European Journal of Marketing, 47(10), 1733–1757. doi:10.1108/EJM-04-2011-0191
  • Correa, T., Hinsley, A. W., & De Zuniga, H. G. (2010). Who interacts on the Web?: The intersection of users’ personality and social media use. Computers in Human Behavior, 26(2), 247–253. doi:10.1016/j.chb.2009.09.003
  • Cova, B., & Pace, S. (2006). Brand community of convenience products: New forms of customer empowerment-the case “My Nutella the Community”. European Journal of Marketing, 40(9/10), 1087–1105. doi:10.1108/03090560610681023
  • Cova, B., & White, T. (2010). Counter-brand and alter-brand communities: The impact of Web 2.0 on tribal marketing approaches. Journal of Marketing Management, 26(3–4), 256–270. doi:10.1080/02672570903566276
  • Croft, R. (2013). Blessed are the geeks: An ethnographic study of consumer networks in social media, 2006–2012. Journal of Marketing Management, 29(5–6), 545–561. doi:10.1080/0267257X.2013.787113
  • de Valck, K. (2007). The war of the etribes: Online conflicts and communal consumption. In B. Cova, R. V. Kozinets, & A. Shankar (Eds.), Consumer tribes (pp. 260–275). Oxford: Elsevier.
  • de Vries, L., Gensler, S., & Leeflang, P. S. (2012). Popularity of brand posts on brand fan pages: An investigation of the effects of social media marketing. Journal of Interactive Marketing, 26(2), 83–91. doi:10.1016/j.intmar.2012.01.003
  • Dholakia, U. M., Blazevic, V., Wiertz, C., & Algesheimer, R. (2009). Communal service delivery how customers benefit from participation in firm-hosted virtual P3 communities. Journal of Service Research, 12(2), 208–226. doi:10.1177/1094670509338618
  • Ensari, N., Camden-Anders, S., & Schlaerth, A. (2015). Constructive management and resolution of conflict. In H. S. Friedman (Ed.), Encyclopedia of Mental Health (Vol. 1, pp. 340-349). Amsterdam: Elsevier.
  • Ewing, M. T., Wagstaff, P. E., & Powell, I. H. (2013). Brand rivalry and community conflict. Journal of Business Research, 66(1), 4–12. doi:10.1016/j.jbusres.2011.07.017
  • Fereday, J., & Muir-Cochrane, E. (2006). Demonstrating rigor using thematic analysis: A hybrid approach of inductive and deductive coding and theme development. International Journal of Qualitative Methods, 5(1), 80–92. doi:10.1177/160940690600500107
  • Fisk, R., Grove, S., Harris, L. C., Keeffe, D. A., Daunt, K. L., Russell-Bennett, R., & Wirtz, J. (2010). Customers behaving badly: A state of the art review, research agenda and implications for practitioners. Journal of Services Marketing, 24(6), 417–429. doi:10.1108/08876041011072537
  • Gebauer, J., Füller, J., & Pezzei, R. (2013). The dark and the bright side of co-creation: Triggers of member behavior in online innovation communities. Journal of Business Research, 66(9), 1516–1527. doi:10.1016/j.jbusres.2012.09.013
  • Godes, D., Mayzlin, D., Chen, Y., Das, S., Dellarocas, C., Pfeiffer, B., … Verlegh, P. (2005). The firm’s management of social interactions. Marketing Letters, 16(3–4), 415–428. doi:10.1007/s11002-005-5902-4
  • Grappi, S., Romani, S., & Bagozzi, R. P. (2013). Consumer response to corporate irresponsible behavior: Moral emotions and virtues. Journal of Business Research, 66(10), 1814–1821. doi:10.1016/j.jbusres.2013.02.002
  • Gray, E., & Williams, J. (2012). Retail managers: Laissez-faire leadership is synonymous with unsuccessful conflict management styles. Open Journal of Leadership, 1(3), 13–16. doi:10.4236/ojl.2012.13003
  • Gummerus, J., Liljander, V., Weman, E., & Pihlström, M. (2012). Customer engagement in a Facebook brand community. Management Research Review, 35(9), 857–877. doi:10.1108/01409171211256578
  • Haberstroh, K., Orth, U. R., Hoffmann, S., & Brunk, B. (2015). Consumer response to unethical corporate behavior: A re-examination and extension of the moral decoupling model. Journal of Business Ethics, 1–13. doi:10.1007/s10551-015-2661-x
  • Habibi, M. R., Laroche, M., & Richard, M. O. (2014a). Brand communities based in social media: How unique are they? Evidence from two exemplary brand communities. International Journal of Information Management, 34(2), 123–132. doi:10.1016/j.ijinfomgt.2013.11.010
  • Habibi, M. R., Laroche, M., & Richard, M. O. (2014b). The roles of brand community and community engagement in building brand trust on social media. Computers in Human Behavior, 37, 152–161. doi:10.1016/j.chb.2014.04.016
  • Hassan, M., & Casaló Ariño, L. V. (2016). Consumer devotion to a different height: How consumers are defending the brand within Facebook brand communities. Internet Research, 26(4), 963–981. doi:10.1108/IntR-03-2015-0090
  • Heinonen, K. (2011). Consumer activity in social media: Managerial approaches to consumers’ social media behavior. Journal of Consumer Behaviour, 10(6), 356–364. doi:10.1002/cb.376
  • Hickman, T., & Ward, J. (2007). The dark side of brand community: Inter-group stereotyping, trash talk, and schadenfreude. NA-Advances in Consumer Research Volume 34. Retrieved from http://www.acrwebsite.org/volumes/12923/volumes/v34/NA-34
  • Husemann, K., Ladstaetter, F., & Luedicke, M. (2015). Conflict culture and conflict management in consumption communities. Psychology & Marketing, 32(3), 265–284. doi:10.1002/mar.20779
  • Jahn, B., & Kunz, W. (2012). How to transform consumers into fans of your brand. Journal of Service Management, 23(3), 344–361. doi:10.1108/09564231211248444
  • Jang, H., Olfman, L., Ko, I., Koh, J., & Kim, K. (2008). The influence of on-line brand community characteristics on community commitment and brand loyalty. International Journal of Electronic Commerce, 12(3), 57–80. doi:10.2753/JEC1086-4415120304
  • Jerolmack, C., & Khan, S. (2014). Talk is cheap ethnography and the attitudinal fallacy. Sociological Methods and Research, 43(2), 1–32. doi:10.1177/0049124114523396
  • Johnson, D., & Lowe, B. (2015). Emotional support, perceived corporate ownership and scepticism toward out-groups in virtual communities. Journal of Interactive Marketing, 29(1), 1–10. doi:10.1016/j.intmar.2014.07.002
  • Kim, J. W., Choi, J., Qualls, W., & Han, K. (2008). It takes a marketplace community to raise brand commitment: The role of online communities. Journal of Marketing Management, 24(3–4), 409–431. doi:10.1362/026725708X306167
  • Kozinets, R. (2002). The field behind the screen: Using netnography for marketing research in online communities. Journal of Marketing Research, 39(1), 61–72. doi:10.1509/jmkr.39.1.61.18935
  • Laroche, M., Habibi, M. R., Richard, M. O., & Sankaranarayanan, R. (2012). The effects of social media based brand communities on brand community markers, value creation practices, brand trust and brand loyalty. Computers in Human Behavior, 28(5), 1755–1767. doi:10.1016/j.chb.2012.04.016
  • Lee, H. (2005). Behavioural strategies for dealing with flaming in an online forum. The Sociological Quarterly, 46(2), 385–403. doi:10.1111/j.1533-8525.2005.00017.x
  • Lo, S. K. (2008). The nonverbal communication functions of emoticons in computer-mediated communication. Cyberpsychology & Behavior, 11(5), 595–597. doi:10.1089/cpb.2007.0132
  • Marquis, M., & Filiatrault, P. (2002). Understanding complaining responses through consumers’ self-consciousness disposition. Psychology & Marketing, 19(3), 267–292. doi:10.1002/mar.10012
  • Marshall, C., & Rossman, G. B. (2014). Designing qualitative research. London: Sage Publications.
  • Matzat, U., & Rooks, G. (2014). Styles of moderation in online health and support communities: An experimental comparison of their acceptance and effectiveness. Computers in Human Behaviour, 36, 65–75. doi:10.1016/j.chb.2014.03.043
  • Mele, C. (2011). Conflicts and value co-creation in project networks. Industrial Marketing Management, 40(8), 1377–1385. doi:10.1016/j.indmarman.2011.06.033
  • Menesini, E., & Nocentini, A. (2009). Cyberbullying definition and measurement: Some critical considerations. Journal of Psychology, 217(4), 230–232. doi:10.1027/0044-3409.217.4.230
  • Miller, K. D., Fabian, F., & Lin, S. J. (2009). Strategies for online communities. Strategic Management Journal, 30(3), 305–322. doi:10.1002/smj.735
  • Mishna, F., Cook, C., Saini, M., Wu, M. J., & MacFadden, R. (2011). Interventions to prevent and reduce cyber abuse of youth: A systematic review. Research on Social Work Practice, 21(1), 1–10. doi:10.1177/1049731509351988
  • Mosteller, J., & Mathwick, C. (2014). Reviewer online engagement: The role of rank, well-being, and market helping behavior. Journal of Consumer Marketing, 31(6/7), 464–474. doi:10.1108/JCM-05-2014-0974
  • Munduate, L., & Dorado, M. A. (1998). Supervisor power bases, cooperative behaviour and organisational commitment. European Journal of Work and Organizational Psychology, 7(2), 163–179. doi:10.1080/135943298398853
  • Patton, M. Q. (2005). Qualitative research. John Wiley & Sons.
  • Phillips, N., & Broderick, A. (2014). Has Mumsnet changed me? SNS influence on identity adaptation and consumption. Journal of Marketing Management, 30(9–10), 1039–1057. doi:10.1080/0267257X.2014.927899
  • Pires, G. D., Stanton, J., & Rita, P. (2006). The internet, consumer empowerment and marketing strategies. European Journal of Marketing, 40(9/10), 936–949. doi:10.1108/03090560610680943
  • Popp, B., Germelmann, C. C., & Jung, B. (2016). We love to hate them! Social media-based anti-brand communities in professional football. International Journal of Sports Marketing and Sponsorship, 17(4), 349–367. doi:10.1108/IJSMS-11-2016-018
  • Quinton, S. (2013). The community brand paradigm: A response to brand management’s dilemma in the digital era. Journal of Marketing Management, 29, 912–932. doi:10.1080/0267257X.2012.729072
  • Rahim, M. A. (2002). Toward a theory of managing organisational conflict. The International Journal of Conflict Management, 13(3), 206–235. doi:10.1108/eb022874
  • Reeves, S., Kuper, A., & Hodges, B. D. (2008). Qualitative research methodologies: Ethnography. British Medical Journal, 337(7668), 512–514. doi:10.1136/bmj.a1020
  • Romani, S., Grappi, S., & Bagozzi, R. P. (2013). My anger is your gain, my contempt your loss: Explaining consumer responses to corporate wrongdoing. Psychology & Marketing, 30(12), 1029–1042. doi:10.1002/mar.20664
  • Schau, H. J., Muñiz, A. M., Jr, & Arnould, E. J. (2009). How brand community practices create value. Journal of Marketing, 73(5), 30–51. doi:10.1509/jmkg.73.5.30
  • Schembri, S., & Latimer, L. (2016). Online brand communities: Constructing and co-constructing brand culture. Journal of Marketing Management, 32(7–8), 628–651. doi:10.1080/0267257X.2015.1117518
  • Schouten, J. W., & McAlexander, J. H. (1995). Subcultures of consumption: An ethnography of the new bikers. Journal of Consumer Research, 22(1), 43–61. doi:10.1086/209434
  • Sibai, O., Valck, K., Farrell, A. M., & Rudd, J. M. (2015). Social control in online communities of consumption: A framework for community management. Psychology & Marketing, 32(3), 250–264. doi:10.1002/mar.20778
  • Thomas, C. T., Price, L., & Schau, J. (2013). When differences unite: Resource dependence in heterogeneous consumption communities. Journal of Consumer Research, 39(5), 1010–1033. doi:10.1086/666616
  • Tjosvold, D., Wong, A., & Cheng, N. (2014). Constructively managing conflicts in organisations. Annual Review of Organisational Psychology and Organisational Behaviour, 1(1), 545–568. doi:10.1146/annurev-orgpsych-031413-091306
  • Van Noort, G., & Willemsen, L. M. (2012). Online damage control: The effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms. Journal of Interactive Marketing, 26(3), 131–140. doi:10.1016/j.intmar.2011.07.001
  • Vandebosch, H., & Van Cleemput, K. (2009). Cyberbullying among youngsters: Profiles of bullies and victims. New Media & Society, 11(8), 1349–1371. doi:10.1177/1461444809341263
  • Wang, X., Yu, C., & Wei, Y. (2012). Social media peer communication and impacts on purchase intentions: A consumer socialization framework. Journal of Interactive Marketing, 26(4), 198–208. doi:10.1016/j.intmar.2011.11.004
  • Ward, J. C., & Ostrom, A. L. (2006). Complaining to the masses: The role of protest framing in customer-created complaint web sites. Journal of Consumer Research, 33(2), 220–230. doi:10.1086/506303
  • Wiertz, C., Mathwick, C., De Ruyter, K., & Dellaert, B. (2010). A balancing act: Governance in a virtual P3 community. Advances in Consumer Research. 37, 672–673. Retrieved from http://www.acrwebsite.org/volumes/15181/volumes/v37/NA-37
  • Wolny, J., & Mueller, C. (2013). Analysis of fashion consumers’ motives to engage in electronic word-of-mouth communication through social media platforms. Journal of Marketing Management, 29(5–6), 562–583. doi:10.1080/0267257X.2013.778324
  • Wooten, D. B. (2006). From labeling possessions to possessing labels: Ridicule and socialization among adolescents. Journal of Consumer Research, 33(2), 188–198. doi:10.1086/506300
  • Wright, S. (2006). Government-run online discussion fora: Moderation, censorship and the shadow of control. The British Journal of Politics & International Relations, 8(4), 550–568. doi:10.1111/j.1467-856x.2006.00247.x
  • Zaglia, M. E. (2013). Brand communities embedded in social networks. Journal of Business Research, 66(2), 216–223. doi:10.1016/j.jbusres.2012.07.015
  • Zornoza, A., Ripoll, P., & Peiró, J. M. (2002). Conflict management in groups that work in two different communication contexts: face-to-face and computer-mediated communication. Small Group Research, 33(5), 481–508. doi:10.1177/104649602237167

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.