Social media conflicts during the financial crisis: managerial implications for retail banks

Dineva, D., Lu, X. and Breitsohl, J. (2019) Social media conflicts during the financial crisis: managerial implications for retail banks. Strategic Change, 28(5), pp. 381-386. (doi: 10.1002/jsc.2292)

Abstract

Social media can be used proactively to disseminate accurate corporate information and address undesirable consumer behaviors online in order to help counteract negativity in the business environment in the wake of a financial crisis. Social media thus has become a popular open forum for financial institutions such as retail banks to engage in corporate dialogue with consumers. We recommend that financial services firms preemptively use their social media‐based online communities in order to disseminate accurate corporate information in times of a financial crisis. Particularly, firms can choose between a range of reactive and proactive strategies to manage social conflict in the wake of a financial crisis.

• Item Type: Articles
• Status: Published
• Refereed: Yes
• Glasgow Author(s) Enlighten ID: Breitsohl, Dr Jan
• Authors: Dineva, D., Lu, X., and Breitsohl, J.
• College/School: College of Social Sciences > Adam Smith Business School > Management
• Journal Name: Strategic Change
• Publisher: Wiley
• ISSN: 1086-1718
• ISSN (Online): 1099-1697
• Published Online: 06 September 2019
• Copyright Holders: Copyright © 2019 John Wiley and Sons Ltd.
• First Published: First published in Strategic Change 28(5): 381-386
• Publisher Policy: Reproduced in accordance with the publisher copyright policy