Exploring digital corporate social responsibility communications on Twitter
Abstrak
Abstract Many brands utilize social media to communicate with consumers, but are they taking advantage of these media's potential for co-creation? We explore this in the corporate social responsibility (CSR) context where online CSR dialogs form as brands interact with consumers using social media. Study 1 examines eight brands' digital CSR communications on Twitter and suggests these dialogs are present but are rarely part of the process with most interactions between their consumers. Study 2 assesses the brands' CSR relevant tweets' content and finds that most are not relevant to CSR and, moreover, are predominantly one-way. Therefore, both studies reveal that brands are not tapping into the potential for co-creation that is inherent in social media. Thus, we recommend that social media communications should include (a) mentions of individual consumers, (b) audience specific and relevant message content, and (c) opportunities for consumers to co-create value with the relevant brands.
Topik & Kata Kunci
Penulis (4)
Shintaro Okazaki
Kirk Plangger
D. West
Héctor D. Menéndez
Akses Cepat
- Tahun Terbit
- 2020
- Bahasa
- en
- Total Sitasi
- 150×
- Sumber Database
- Semantic Scholar
- DOI
- 10.1016/j.jbusres.2019.09.006
- Akses
- Open Access ✓