Is there Still a PR Problem Online? Exploring the Effects of Different Sources and Crisis Response Strategies in Online Crisis Communication Via Social Media

This study examined the effects of source and crisis response strategy on crisis communication outcomes in the context of social media. A 3 (source: organization, CEO, or customer) × 2 (strategy: accommodative or defensive) × 2 (crisis type: airline crash or bank hacking) mixed experimental study was conducted with 391 participants. The organizational sources were more likely to be perceived as more credible than the non-organizational sources. In particular, the CEO appeared to be the most trustworthy and credible source in delivering crisis messages. The path analysis indicated that perceived source credibility mediated the effect of source on reputation and behavioral intentions. This mediation appeared to be contingent on the type of crisis response strategy

WOM Or eWOM, Is There A Difference?: An Extension of the Social Communication Theory to Consumer Purchase Related Attitudes

While traditional word of mouth (WOM) and electronic word of mouth (eWOM) have both been shown to highly impact consumer behavior, there is a deficit in our knowledge of how they compare to one another. My dissertation research addresses the lack of empirical studies that compare WOM promotion in the form of face-to-face interaction to eWOM promotion in the form of computer-mediated communication, especially using Web 2.0 technologies. This research tests the assumption that WOM is superior to eWOM and, if so, how to extend eWOM to improve its performance against WOM. Essay One introduces a proposed conceptual framework to differentiate WOM and eWOM based on Social Communication Theory. The overall conceptual model was derived from a qualitative research study that was used to explore and define the concepts, media types, and application of WOM and eWOM using a diverse panel of consumers. Essay Two describes an experiment that was conducted to empirically test whether WOM impacts important marketing outcomes differently than eWOM using an ecologically valid research procedure. Essay Two further explores mediation using social communication elements as the underlying explanatory mechanism for the relative impact of WOM and eWOM on consumers’ attitude toward a message, attitude toward a product, and purchase intention. The results revealed that WOM has a significantly higher impact than eWOM on consumer purchase-related attitudes. The posited social communication framework did mediate or explain the relative difference between WOM and eWOM on the outcomes variables. Essay Three investigates the robustness of the findings through a set of replication studies that test the effects across small and large sample sizes and across different methods of analysis. The results indicated that WOM showed a significant and consistently higher impact than eWOM across both replication studies. The third essay also examines factors that were influential in closing the relative gap between WOM and eWOM by introducing a third concept based on the Hyperpersonal Model of Communication Theory. This research is important as it seeks to understand how consumers communicate in this digital age and why there is an evolution of the sharing of product information that leads to key managerial, theoretical, and methodological implications

Trusting IT Artifacts: How Trust Affects our Use of Technology

Despite recent interest in the role of trust in Information Systems, the potential of IS to foster trust in business relationships remains largely untapped. In order to better realize this potential, this dissertation examines three areas of IS trust research for which research is particularly limited: (1) the IT artifact as a target of trust, (2) IS-based source credibility as an antecedent of trust, and (3) the effect of anonymity on trust in online environments. The objective of this dissertation is to examine the effects of IS on trust in each of these areas. To do so, a multi-paper dissertation format is adopted in which each area examined constitutes a distinct, though complimentary, study. Together, these studies further research on how IS can enhance trust in business relationships

Cloudarmor: Supporting Reputation-Based Trust Management for Cloud Services

Cloud services have become predominant in the current technological era. For the rich set of features provided by cloud services, consumers want to access the services while protecting their privacy. In this kind of environment, protection of cloud services will become a significant problem. So, research has started for a system, which lets the users access cloud services without losing the privacy of their data. Trust management and identity model makes sense in this case. The identity model maintains the authentication and authorization of the components involved in the system and trust-based model provides us with a dynamic way of identifying issues and attacks with the system and take appropriate actions. Further, a trust management-based system provides us with a new set of challenges such as reputation-based attacks, availability of components, and misleading trust feedbacks. Collusion attacks and Sybil attacks form a significant part of these challenges. This paper aims to solve the above problems in a trust management-based model by introducing a credibility model on top of a new trust management model, which addresses these use-cases, and also provides reliability and availability

Credibility-based social network recommendation: Follow the leader

In Web-based social networks (WBSN), social trust relationships between users indicate the similarity of their needs and opinions. Trust can be used to make recommendations on the web because trust information enables the clustering of users based on their credibility which is an aggregation of expertise and trustworthiness. In this paper, we propose a new approach to making recommendations based on leaders' credibility in the "Follow the Leader" model as Top-N recommenders by incorporating social network information into user-based collaborative filtering. To demonstrate the feasibility and effectiveness of "Follow the Leader" as a new approach to making recommendations, first we develop a new analytical tool, Social Network Analysis Studio (SNAS), that captures real data and used it to verify the proposed model using the Epinions dataset. The empirical results demonstrate that our approach is a significantly innovative approach to making effective collaborative filtering based recommendations especially for cold start users. © 2010 Al-Sharawneh & Williams

Consumer Acceptance of Recommendations by Interactive Decision Aids: The Joint Role of Temporal Distance and Concrete vs. Abstract Communications

Interactive decision aids (IDAs) typically use concrete product feature-based approaches to interact with consumers. Recently however, interaction designs that focus on communicating abstract consumer needs have been suggested as a promising alternative. This article investigates how temporal distance moderates the effectiveness of these two competing IDA communication designs by its effect on consumers’ mental representation of the product decision problem. Temporal distance is inherently connected to IDAs in two ways. Congruency between consumption timing (immediate vs. distant) and IDA communication design (concrete vs. abstract, respectively) increases the likelihood to accept the IDA’s advice. This effect is also achieved by congruency between IDA process timing (immediate vs. delayed delivery of recommendations) and IDA communication design (concrete vs. abstract, respectively). We further show that this process is mediated by the perceived transparency of the IDA process. Managers and researchers need to take into account the importance of congruency between the user and the interface through which companies interact with their users and can further optimize IDAs so that they better match consumers’ mental representations

Credibility: A multidisciplinary framework

No Abstract.Peer Reviewedhttp://deepblue.lib.umich.edu/bitstream/2027.42/61241/1/1440410114_ftp.pd