{"id":"https://openalex.org/W2178739304","doi":null,"title":"Managing Negative Comments Posted on Social Media","display_name":"Managing Negative Comments Posted on Social Media","publication_year":2015,"publication_date":"2015-01-01","ids":{"openalex":"https://openalex.org/W2178739304","mag":"2178739304"},"language":"en","primary_location":{"id":"pmh:oai:scholarworks.waldenu.edu:dissertations-2555","doi":null,"is_oa":true,"landing_page_url":"https://scholarworks.waldenu.edu/dissertations/1556","pdf_url":"https://scholarworks.waldenu.edu/dissertations/1556","source":{"id":"https://openalex.org/S4377196507","display_name":"ScholarWorks (Walden University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80046288","host_organization_name":"Walden University","host_organization_lineage":["https://openalex.org/I80046288"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Walden Dissertations and Doctoral Studies","raw_type":"text"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://scholarworks.waldenu.edu/dissertations/1556","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5075038338","display_name":"Darci Wagner","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I80046288","display_name":"Walden University","ror":"https://ror.org/02qp2hh41","country_code":"US","type":"education","lineage":["https://openalex.org/I80046288"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Darci Wagner","raw_affiliation_strings":["Walden University"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Walden University","institution_ids":["https://openalex.org/I80046288"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5075038338"],"corresponding_institution_ids":["https://openalex.org/I80046288"],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":2,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0010999999940395355,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11121","display_name":"Public Relations and Crisis Communication","score":0.0003000000142492354,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/negative-comments","display_name":"negative comments","score":0.828000009059906},{"id":"https://openalex.org/keywords/social-media-management","display_name":"social media management","score":0.8669999837875366},{"id":"https://openalex.org/keywords/service-recovery","display_name":"service recovery","score":0.722000002861023},{"id":"https://openalex.org/keywords/customer-engagement","display_name":"customer engagement","score":0.6269999742507935},{"id":"https://openalex.org/keywords/reputation-management","display_name":"reputation management","score":0.8299999833106995},{"id":"https://openalex.org/keywords/community-based-management","display_name":"community management","score":0.7870000004768372},{"id":"https://openalex.org/keywords/social-exchange-theory","display_name":"social exchange theory","score":0.8560000061988831},{"id":"https://openalex.org/keywords/customer-relationships","display_name":"customer relationships","score":0.7400000095367432},{"id":"https://openalex.org/keywords/online-reviews","display_name":"online reviews","score":0.6240000128746033},{"id":"https://openalex.org/keywords/social-media-marketing","display_name":"social media marketing","score":0.5460000038146973},{"id":"https://openalex.org/keywords/customer-experience","display_name":"customer experience","score":0.4480000138282776}],"concepts":[{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.7689006328582764},{"id":"https://openalex.org/C48798503","wikidata":"https://www.wikidata.org/wiki/Q877546","display_name":"Reputation","level":2,"score":0.6792089939117432},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.6182851791381836},{"id":"https://openalex.org/C24845683","wikidata":"https://www.wikidata.org/wiki/Q178651","display_name":"Interview","level":2,"score":0.4841114282608032},{"id":"https://openalex.org/C2777363581","wikidata":"https://www.wikidata.org/wiki/Q15098235","display_name":"Harm","level":2,"score":0.47913286089897156},{"id":"https://openalex.org/C68062652","wikidata":"https://www.wikidata.org/wiki/Q214693","display_name":"Social capital","level":2,"score":0.42323383688926697},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41942524909973145},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.3835170865058899},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3076045513153076},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.30476683378219604},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2725731432437897},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.26354867219924927},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.2129729688167572},{"id":"https://openalex.org/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:scholarworks.waldenu.edu:dissertations-2555","doi":null,"is_oa":true,"landing_page_url":"https://scholarworks.waldenu.edu/dissertations/1556","pdf_url":"https://scholarworks.waldenu.edu/dissertations/1556","source":{"id":"https://openalex.org/S4377196507","display_name":"ScholarWorks (Walden University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80046288","host_organization_name":"Walden University","host_organization_lineage":["https://openalex.org/I80046288"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Walden Dissertations and Doctoral Studies","raw_type":"text"},{"id":"mag:2178739304","doi":null,"is_oa":false,"landing_page_url":"https://scholarworks.waldenu.edu/cgi/viewcontent.cgi?article=2555&context=dissertations","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:scholarworks.waldenu.edu:dissertations-2555","doi":null,"is_oa":true,"landing_page_url":"https://scholarworks.waldenu.edu/dissertations/1556","pdf_url":"https://scholarworks.waldenu.edu/dissertations/1556","source":{"id":"https://openalex.org/S4377196507","display_name":"ScholarWorks (Walden University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I80046288","host_organization_name":"Walden University","host_organization_lineage":["https://openalex.org/I80046288"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Walden Dissertations and Doctoral Studies","raw_type":"text"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2178739304.pdf","grobid_xml":"https://content.openalex.org/works/W2178739304.grobid-xml"},"referenced_works_count":102,"referenced_works":["https://openalex.org/W75464833","https://openalex.org/W91447711","https://openalex.org/W196357788","https://openalex.org/W1142620788","https://openalex.org/W1502495317","https://openalex.org/W1510714526","https://openalex.org/W1512033495","https://openalex.org/W1521808476","https://openalex.org/W1534139552","https://openalex.org/W1537898261","https://openalex.org/W1543001562","https://openalex.org/W1566704951","https://openalex.org/W1575574612","https://openalex.org/W1596622421","https://openalex.org/W1855512811","https://openalex.org/W1859502711","https://openalex.org/W1873099467","https://openalex.org/W1964157691","https://openalex.org/W1965516070","https://openalex.org/W1966412289","https://openalex.org/W1970914707","https://openalex.org/W1972183295","https://openalex.org/W1974900168","https://openalex.org/W1974946163","https://openalex.org/W1976450755","https://openalex.org/W1980490254","https://openalex.org/W1990283038","https://openalex.org/W1990513740","https://openalex.org/W1993906635","https://openalex.org/W1998236226","https://openalex.org/W1998389127","https://openalex.org/W2004196287","https://openalex.org/W2004451085","https://openalex.org/W2009791149","https://openalex.org/W2011205549","https://openalex.org/W2011940449","https://openalex.org/W2013335946","https://openalex.org/W2029212525","https://openalex.org/W2029637601","https://openalex.org/W2033195096","https://openalex.org/W2035102161","https://openalex.org/W2037573351","https://openalex.org/W2038636162","https://openalex.org/W2047346283","https://openalex.org/W2048752781","https://openalex.org/W2049702279","https://openalex.org/W2050324365","https://openalex.org/W2055655257","https://openalex.org/W2057931067","https://openalex.org/W2058638038","https://openalex.org/W2062254901","https://openalex.org/W2068958203","https://openalex.org/W2069176592","https://openalex.org/W2070513048","https://openalex.org/W2074043044","https://openalex.org/W2084323102","https://openalex.org/W2084715591","https://openalex.org/W2085167041","https://openalex.org/W2088611474","https://openalex.org/W2091367989","https://openalex.org/W2091847390","https://openalex.org/W2093293872","https://openalex.org/W2098099892","https://openalex.org/W2113258979","https://openalex.org/W2113332761","https://openalex.org/W2120586626","https://openalex.org/W2127239947","https://openalex.org/W2134809483","https://openalex.org/W2134987400","https://openalex.org/W2135933369","https://openalex.org/W2139497910","https://openalex.org/W2142208089","https://openalex.org/W2145622208","https://openalex.org/W2151353364","https://openalex.org/W2156812612","https://openalex.org/W2159775411","https://openalex.org/W2165759694","https://openalex.org/W2167553627","https://openalex.org/W2167983885","https://openalex.org/W2177467171","https://openalex.org/W2273039612","https://openalex.org/W2276534655","https://openalex.org/W2317565447","https://openalex.org/W2320245272","https://openalex.org/W2327597175","https://openalex.org/W2339062083","https://openalex.org/W2499590469","https://openalex.org/W2523524158","https://openalex.org/W2561974871","https://openalex.org/W2738689181","https://openalex.org/W2774266391","https://openalex.org/W2962764888","https://openalex.org/W2992179449","https://openalex.org/W3121265062","https://openalex.org/W3121545771","https://openalex.org/W3121745428","https://openalex.org/W3121863214","https://openalex.org/W3122792870","https://openalex.org/W3122795544","https://openalex.org/W3124923688","https://openalex.org/W3125274876","https://openalex.org/W4205495868"],"related_works":["https://openalex.org/W4400738926","https://openalex.org/W2485133299","https://openalex.org/W2596325263","https://openalex.org/W7124937123","https://openalex.org/W103234959","https://openalex.org/W26595502","https://openalex.org/W2476854403","https://openalex.org/W2068478250","https://openalex.org/W4399275875","https://openalex.org/W2946674167"],"abstract_inverted_index":{"Consumers":[0],"use":[1,154],"social":[2,46,55,63,80,84,89,140,189,207,213,233],"media":[3,47,56,81,85,90,141,234],"to":[4,16,18,41,49,160,169,202],"share":[5],"their":[6],"service":[7,25,217],"experiences,":[8],"positive":[9,139],"and":[10,27,86,115,131,134,146,163,180,185,197,225,237],"negative.":[11],"Some":[12],"organizations":[13,125,135,152,177],"lack":[14],"strategies":[15,43,199],"respond":[17,132],"the":[19,29,32,95,98,121,170,173,229],"negative":[20,51,203],"comments,":[21],"which":[22,110],"can":[23,195],"inhibit":[24],"recovery":[26,218],"harm":[28],"success":[30],"of":[31,36,101,120,228,232],"organization.":[33],"The":[34,58,103],"purpose":[35],"this":[37,193],"case":[38],"study":[39,194,210],"was":[40,62],"explore":[42],"used":[44],"by":[45,77,87,143,215],"managers":[48],"manage":[50,83],"comments":[52,156,166,204],"posted":[53,205],"on":[54,206],"sites.":[57],"study's":[59],"conceptual":[60],"framework":[61],"exchange":[64],"theory.":[65],"Participants":[66],"in":[67,149,235],"Central":[68],"Ohio":[69],"were":[70,75,105],"recruited":[71],"through":[72,188],"e-mail.":[73],"Data":[74,118],"gathered":[76],"observing":[78],"2":[79],"marketers":[82,227],"interviewing":[88],"managers.":[91],"Secondary":[92],"data":[93,104],"from":[94],"organization":[96],"displayed":[97],"engagement":[99],"level":[100],"consumers.":[102],"coded":[106],"for":[107,129,200,219,223],"emergent":[108],"themes,":[109],"revealed":[111],"community":[112],"management,":[113],"engagement,":[114],"reputation":[116],"management.":[117],"analysis":[119,174],"themes":[122],"suggested":[123],"that":[124,176],"should":[126,136,153,178],"search":[127],"daily":[128],"reviews":[130],"immediately":[133],"create":[137,161],"a":[138],"environment":[142],"encouraging":[144],"conversations":[145],"engaging":[147],"followers":[148],"conversations.":[150],"Further,":[151],"experience":[155],"as":[157],"an":[158],"opportunity":[159],"value":[162],"not":[164],"delete":[165],"unless":[167],"derogatory":[168],"audience.":[171],"Lastly,":[172],"demonstrated":[175],"build":[179],"maintain":[181],"relationships":[182],"with":[183],"customers":[184],"other":[186],"audiences":[187],"media.":[190,208],"Marketers":[191],"reading":[192],"learn":[196],"implement":[198],"responding":[201],"This":[209],"may":[211],"promote":[212],"change":[214],"enhancing":[216],"organizations,":[220],"improving":[221],"experiences":[222],"consumers,":[224],"informing":[226],"prominent":[230],"role":[231],"communications":[236],"marketing":[238],"plans.":[239]},"counts_by_year":[{"year":2022,"cited_by_count":1},{"year":2017,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2016-06-24T00:00:00"}