Corporate impression formation in online communities - determinants and consequences of online community corporate impressions

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University.The purpose of this study is to gain in-depth knowledge of how the members of online communities form impressions of organisations that use online communities in their communication activities. Online impression formation has its peculiarities and in order to succeed companies need to better understand this phenomenon. In order to appreciate and evaluate an interaction, those involved in it must know their own identity. Hence, individuals as well as companies engage in identity production by trying to project a favourable impression. The process of identity production can take place in both the offline and the online world. This study focuses on the online world, more specifically on online communities, by investigating how online community members form impressions of companies that produce their identities in online communities. Technology has changed customer behaviours dramatically. People have embraced the Internet to meet and interact with one another. This behaviour is in line with the postmodern assumption that there is a movement towards re-socialisation. Online communication platforms connect people globally and give them the possibility to interact and form online social networks. These platforms are interactive, and thus change the traditional way of communication. Companies therefore have to embrace those interactive ways of communication. In the online world consumers are quick to react to communication weaknesses. Inappropriate corporate communication activities can affect the image they have formed of the company in question

Corporate impression formation in online communities: a qualitative study

Purpose: This study aims to evaluate elements of corporate communication in online communities (OCs) and their influence on corporate impression formation. Interactive online platforms such as OCs are growing. Companies are discovering their importance and increasingly include OCs in their communication activities. The present study identifies the underlying components relevant to successful corporate communication in OCs, and further explore if and how online community members (OCMs) expect companies to communicate with them, explaining how corporate impressions are formed. Design/methodology/approach: A qualitative research method was chosen, consisting of two stages. In stage one, seventeen expert interviews with academics and practitioners were conducted, and in stage two, twelve OCMs were interviewed to clarify the concepts and gain new insights. Findings: The study gains new knowledge relating to corporate communication in OCs and image formation. Specifically, the authors identify and confirm important key constructs in corporate impression formation in OCs, namely, relevance of messages, communication style, social context cues, affiliation, perceived similarity, source credibility and interpersonal communication. Furthermore, a conceptual model is proposed on the relationship between communication elements relevant in online communities and their influence on corporate impression. Theoretical and practical implications: The study helps to refine existing concepts of corporate impression formation in OCs. It is suggested that understanding how corporate impression is formed in OCs helps companies to participate in virtual networks, improving their corporate impression

Localization of computer-mediated communication and corporate impression on online communities

Purpose The purpose of this paper is to investigate the importance of localizing online communities (OCs) and examines how OC members form impressions of organizations that use OCs in their communication activities. A conceptual framework and measurement scale are developed that consist of complex latent constructs. Design/methodology/approach A sequential multi-method approach is adopted with both qualitative and quantitative investigations. Using Structural equation modeling, the research refines and validates the measurement scales of impression formation in OCs. Findings Findings reveal that comprehensive messages have a direct effect on the impressions that an OC member forms. In particular, social context cues are an important predictor of online community corporate impression (OCCIP). Source credibility, affiliation, characteristics and interpersonal communication are all critical to OCCIP, which in turn, influence members’ attitudes toward the company and the intention to use it again. Surprisingly, relevance, timeliness, accuracy and perceived similarity did not have any significant effect on the corporate impression. Originality/value Three contributions are offered: First, the study provides reliable scales for measuring OCCIP. Second, support is given to the conceptual model that links OCCIP to a set of consequences, namely, attitudes toward the company, intention to use the company, and word-of-mouth. Finally, the study is conducted across two different and unique types of OC contexts, stipulating further insights into the localization of OCs

Das Schweigen hat ein Ende : der Kunde spricht

Das Internet bringt uns zu unseren Ursprüngen zurück, als Käufer und Verkäufer noch direkt miteinander gesprochen haben. Wer die neuen Marktverhältnisse der virtuellen Welt nicht zu verstehen weiss oder gar ignoriert, verweigert die Konversation mit dem Kunden und muss sich nicht wundern, wenn ihm künftig der Markt den Rücken zukehrt. Der Kunde hat seine Stimme wiedergefunden und möchte mit den Unternehmen kommunizieren

Corporate image formation and corporate communications in virtual communities : a qualitative study

An interesting phenomenon in virtual communities (VCs) is that our identity often changes when we become members of communities. There are numerous studies in social psychology, which show that if we become part of a group our personal identity decreases while our social identity increases. Thus, we positively over-attribute everything that comes from this group. This is one of the reasons why companies try to target VCs with their communication activities. Unfortunately, they still often use traditional corporate communication activities, which are not appreciated by community members. They feel disturbed by the companies, which can have a negative impact on corporate image

Aligning identity and behavior in luxury watch retail : understanding the front reality of sales staff in luxury watch boutiques as a starting point

Luxury watch manufacturers open boutiques around the globe. A branded boutique is a promise to customers and much of the responsibility of keeping it weighs on frontline employees. However, not much is known about the “moments of truth” in monobrand boutiques. This study explores the “front reality” of sales staff and besides a theoretical and a managerial contribution provides a critical reflection of the methodological approach