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Brand crises in the digital age: The short- and long-term effects of social media firestorms on consumers and brands

Citations

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Cited by:

  1. Vermeer, Susan A.M. & Araujo, Theo & Bernritter, Stefan F. & van Noort, Guda, 2019. "Seeing the wood for the trees: How machine learning can help firms in identifying relevant electronic word-of-mouth in social media," International Journal of Research in Marketing, Elsevier, vol. 36(3), pages 492-508.
  2. Stäbler, Samuel & Himme, Alexander & Edeling, Alexander & Backhaus, Max, 2023. "How firm communication affects the impact of layoff announcements on brand strength over time," International Journal of Research in Marketing, Elsevier, vol. 40(3), pages 700-723.
  3. Hartmann, Jochen & Heitmann, Mark & Siebert, Christian & Schamp, Christina, 2023. "More than a Feeling: Accuracy and Application of Sentiment Analysis," International Journal of Research in Marketing, Elsevier, vol. 40(1), pages 75-87.
  4. Jan Ole Krugmann & Jochen Hartmann, 2024. "Sentiment Analysis in the Age of Generative AI," Customer Needs and Solutions, Springer;Institute for Sustainable Innovation and Growth (iSIG), vol. 11(1), pages 1-19, December.
  5. Judy A. Siguaw & Enping Mai & Xiaojing Sheng, 2021. "Word-of-mouth, servicescapes and the impact on brand effects," SN Business & Economics, Springer, vol. 1(1), pages 1-26, January.
  6. Hartmann, Jochen & Huppertz, Juliana & Schamp, Christina & Heitmann, Mark, 2019. "Comparing automated text classification methods," International Journal of Research in Marketing, Elsevier, vol. 36(1), pages 20-38.
  7. Vittoria Marino & Riccardo Resciniti & Mario D’Arco, 2020. "It’s all about marketing! Exploring the social perception in the Italian context," Italian Journal of Marketing, Springer, vol. 2020(1), pages 7-23, March.
  8. Ree Chan Ho & Muslim Amin, 2023. "Exploring the role of commitment in potential absorptive capacity and its impact on new financial product knowledge: a social media banking perspective," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 585-598, September.
  9. Marchand, André & Hennig-Thurau, Thorsten & Flemming, Jan, 2021. "Social media resources and capabilities as strategic determinants of social media performance," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 549-571.
  10. Pantano, Eleonora, 2021. "When a luxury brand bursts: Modelling the social media viral effects of negative stereotypes adoption leading to brand hate," Journal of Business Research, Elsevier, vol. 123(C), pages 117-125.
  11. Dineva, Denitsa & Daunt, Kate & Bacile, Todd J., 2025. "Communication accommodation for de-escalating consumer tensions in online brand communities," Journal of Business Research, Elsevier, vol. 192(C).
  12. Kim, Jonghwan & Yoo, Shijin, 2025. "When help backfires: Exploring the unexpected consequences of helpful reviews on word-of-mouth," Journal of Retailing and Consumer Services, Elsevier, vol. 87(C).
  13. Emily-Louise Rogotzki & Christian Rudeloff, 2025. "Natural Born Supporters? The Role of Personality Traits for Stakeholders' Moral Emotions and Behavioural Intentions Towards Activist Corporate Brands in Online Firestorms," Corporate Reputation Review, Palgrave Macmillan, vol. 28(4), pages 252-267, November.
  14. Rehan Bhatia & Agam Gupta & M. Vimalkumar & Divya Sharma, 2025. "Factors affecting Consumer Brand Sabotage virality: a study of an Indian brand #boycott," Information Systems and e-Business Management, Springer, vol. 23(1), pages 41-68, March.
  15. Friedmann, Enav & Weiss-Sidi, Merav & Solodoha, Eliran, 2024. "Unveiling impact dynamics: Discriminatory brand advertisements, stress response, and the call for ethical marketing practices," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  16. Mona Soltani & Ekant Veer & Huibert Peter Vries & Joya Kemper, 2024. "“Did You See What Happened?” How Scandals are Shared via Social Media," Corporate Reputation Review, Palgrave Macmillan, vol. 27(3), pages 186-201, August.
  17. Steven Chen, 2023. "A counterinsurgent (COIN) framework to defend against consumer activists," Journal of Brand Management, Palgrave Macmillan, vol. 30(4), pages 275-301, July.
  18. Esra Türk & Ünsalan Mustafa, 2025. "Investigating Effects of Infodemic on Store Visit Intention," Central European Business Review, Prague University of Economics and Business, vol. 2025(3), pages 21-44.
  19. Hussain, Shahid & Seet, Pi-Shen & Qazi, Asim & Salam, Abdul & Sadeque, Saalem & Shar, Sanaullah, 2025. "Brand loyalty and repurchase intention in the face of opportunistic recalls: The moderating role of perceived dialogical CSR communication," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
  20. Liu, Yuhong & Zhang, Lu, 2026. "Channel selection for the manufacturer considering online firestorms in social commerce era," International Journal of Production Economics, Elsevier, vol. 293(C).
  21. Ghosh, Tathagata & Sreejesh, S. & Dwivedi, Yogesh K., 2022. "Brand logos versus brand names: A comparison of the memory effects of textual and pictorial brand elements placed in computer games," Journal of Business Research, Elsevier, vol. 147(C), pages 222-235.
  22. Andrea Bassanini & Eve Caroli & Bruno Chaves Ferreira & Antoine Reberioux, 2025. "Don't Downsize This! Social Reactions to Mass Dismissals on Twitter," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 64(4), pages 580-597, October.
  23. Vanitha Swaminathan & Sayan Gupta & Kevin Lane Keller & Donald Lehmann, 2022. "Brand actions and financial consequences: a review of key findings and directions for future research," Journal of the Academy of Marketing Science, Springer, vol. 50(4), pages 639-664, July.
  24. Argyris, Young Anna & Monu, Kafui & Kim, Yongsuk & Zhou, Yilu & Wang, Zuhui & Yin, Zhaozheng, 2021. "Using Speech Acts to Elicit Positive Emotions for Complainants on Social Media," Journal of Interactive Marketing, Elsevier, vol. 55(C), pages 67-80.
  25. Stäbler, Samuel & Himme, Alexander & Edeling, Alexander & Backhaus, Max, 2023. "How firm communication affects the impact of layoff announcements on brand strength over time," Other publications TiSEM b65b6561-d780-4d3f-a490-0, Tilburg University, School of Economics and Management.
  26. Gerrath, Maximilian H.E.E. & Mafael, Alexander & Ulqinaku, Aulona & Biraglia, Alessandro, 2023. "Service failures in times of crisis: An analysis of eWOM emotionality," Journal of Business Research, Elsevier, vol. 154(C).
  27. Liu, Wumei & Zhang, Heng & Kevin Li, Shaobo & Liu, Yan, 2025. "The time-healing effects: A multi-method study on how time affects consumers’ attitude change following the occurrence of brand scandals," Journal of Business Research, Elsevier, vol. 189(C).
  28. Milad Mirbabaie & Stefan Stieglitz & Julian Marx, 2023. "Negative Word of Mouth On Social Media: A Case Study of Deutsche Bahn’s Accountability Management," Schmalenbach Journal of Business Research, Springer, vol. 75(1), pages 99-117, March.
  29. Amatulli, Cesare & De Angelis, Matteo & Pino, Giovanni & Guido, Gianluigi, 2020. "An investigation of unsustainable luxury: How guilt drives negative word-of-mouth," International Journal of Research in Marketing, Elsevier, vol. 37(4), pages 821-836.
  30. Agnihotri, Arpita & Bhattacharya, Saurabh & Vrontis, Demetris, 2024. "Can salespersons help firms overcome brand image crisis? Role of facial appearance," Journal of Business Research, Elsevier, vol. 176(C).
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