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Crisis communication on Facebook

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  • Stříteský Václav

    (Ing. Václav Stříteský, Ph.D.; University of Economics, Prague, Faculty of Business Administration, Department of Marketing, W. Churchill sq. 4, Prague 3, 130 67, Czech Republic)

  • Stránská Adriana

    (Ing. Adriana Stránská; University of Economics, Prague, Faculty of Business Administration, Department of Marketing, W. Churchill sq. 4, Prague 3, 130 67, Czech Republic)

  • Drábik Peter

    (Ing. Peter Drábik, PhD.; University of Economics in Bratislava, Faculty of Commerce, Department of Marketing, Dolnozemská cesta 1, 852 35 Bratislava)

Abstract

The aim of this paper is to present the issue of crisis communication under the newly created conditions of social media and evaluate the importance of social network site Facebook for crisis communication on the Czech market. The paper presents findings from a survey of Czech Facebook users. It examines the consumer complaining behaviour in the context of social media that can serve as a new platform to voice customer negative experiences. Differences between customers using traditional communications channels and those using social media platforms are identified and discussed.

Suggested Citation

  • Stříteský Václav & Stránská Adriana & Drábik Peter, 2015. "Crisis communication on Facebook," Studia Commercialia Bratislavensia, Sciendo, vol. 8(29), pages 103-111, June.
    • Handle: RePEc:vrs:stcomb:v:8:y:2015:i:29:p:103-111:n:1
    DOI: 10.1515/stcb-2015-0010
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