{"id":"https://openalex.org/W4366486068","doi":"https://doi.org/10.1080/17517575.2023.2204331","title":"An empirical investigation of electronic word-of-mouth: product recall and crisis response strategy in social media","display_name":"An empirical investigation of electronic word-of-mouth: product recall and crisis response strategy in social media","publication_year":2023,"publication_date":"2023-04-20","ids":{"openalex":"https://openalex.org/W4366486068","doi":"https://doi.org/10.1080/17517575.2023.2204331"},"language":"en","primary_location":{"id":"doi:10.1080/17517575.2023.2204331","is_oa":false,"landing_page_url":"https://doi.org/10.1080/17517575.2023.2204331","pdf_url":null,"source":{"id":"https://openalex.org/S24861202","display_name":"Enterprise Information Systems","issn_l":"1751-7575","issn":["1751-7575","1751-7583"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Enterprise Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5074039403","display_name":"Ruiqing Sun","orcid":"https://orcid.org/0000-0001-9263-2096"},"institutions":[{"id":"https://openalex.org/I137867983","display_name":"Central University of Finance and Economics","ror":"https://ror.org/008e3hf02","country_code":"CN","type":"education","lineage":["https://openalex.org/I137867983"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Ruiqing Sun","raw_affiliation_strings":["Business School, Central University of Finance and Economics, Beijing, China"],"raw_orcid":"https://orcid.org/0000-0001-9263-2096","affiliations":[{"raw_affiliation_string":"Business School, Central University of Finance and Economics, Beijing, China","institution_ids":["https://openalex.org/I137867983"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5059192402","display_name":"Ying Kei Tse","orcid":"https://orcid.org/0000-0001-6174-0326"},"institutions":[{"id":"https://openalex.org/I79510175","display_name":"Cardiff University","ror":"https://ror.org/03kk7td41","country_code":"GB","type":"education","lineage":["https://openalex.org/I79510175"]}],"countries":["GB"],"is_corresponding":false,"raw_author_name":"Ying Kei Tse","raw_affiliation_strings":["Cardiff Business School, Cardiff University, Cardiff, UK"],"raw_orcid":"https://orcid.org/0000-0001-6174-0326","affiliations":[{"raw_affiliation_string":"Cardiff Business School, Cardiff University, Cardiff, UK","institution_ids":["https://openalex.org/I79510175"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5006922072","display_name":"Xiaohong Liu","orcid":"https://orcid.org/0000-0001-9154-7703"},"institutions":[{"id":"https://openalex.org/I137867983","display_name":"Central University of Finance and Economics","ror":"https://ror.org/008e3hf02","country_code":"CN","type":"education","lineage":["https://openalex.org/I137867983"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Xiaohong Liu","raw_affiliation_strings":["Business School, Central University of Finance and Economics, Beijing, China"],"raw_orcid":"https://orcid.org/0000-0001-9154-7703","affiliations":[{"raw_affiliation_string":"Business School, Central University of Finance and Economics, Beijing, China","institution_ids":["https://openalex.org/I137867983"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5006922072"],"corresponding_institution_ids":["https://openalex.org/I137867983"],"apc_list":null,"apc_paid":null,"fwci":3.9378,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.93437492,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"17","issue":"12","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":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"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":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11121","display_name":"Public Relations and Crisis Communication","score":0.9940999746322632,"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"}},{"id":"https://openalex.org/T10664","display_name":"Sentiment Analysis and Opinion Mining","score":0.9901000261306763,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.628260612487793},{"id":"https://openalex.org/keywords/recall","display_name":"Recall","score":0.6078052520751953},{"id":"https://openalex.org/keywords/product","display_name":"Product (mathematics)","score":0.5525901317596436},{"id":"https://openalex.org/keywords/crisis-response","display_name":"Crisis response","score":0.531879723072052},{"id":"https://openalex.org/keywords/word-of-mouth","display_name":"Word of mouth","score":0.5024271011352539},{"id":"https://openalex.org/keywords/empirical-research","display_name":"Empirical research","score":0.4764676094055176},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.46103620529174805},{"id":"https://openalex.org/keywords/crisis-communication","display_name":"Crisis communication","score":0.4313715398311615},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.3717908263206482},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.32377439737319946},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.318632572889328},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.24396049976348877},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.2147234082221985},{"id":"https://openalex.org/keywords/cognitive-psychology","display_name":"Cognitive psychology","score":0.19664114713668823},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.18321943283081055},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.1474064588546753},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.09951326251029968}],"concepts":[{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.628260612487793},{"id":"https://openalex.org/C100660578","wikidata":"https://www.wikidata.org/wiki/Q18733","display_name":"Recall","level":2,"score":0.6078052520751953},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.5525901317596436},{"id":"https://openalex.org/C2987285537","wikidata":"https://www.wikidata.org/wiki/Q1460420","display_name":"Crisis response","level":2,"score":0.531879723072052},{"id":"https://openalex.org/C137913393","wikidata":"https://www.wikidata.org/wiki/Q15737157","display_name":"Word of mouth","level":2,"score":0.5024271011352539},{"id":"https://openalex.org/C120936955","wikidata":"https://www.wikidata.org/wiki/Q2155640","display_name":"Empirical research","level":2,"score":0.4764676094055176},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.46103620529174805},{"id":"https://openalex.org/C2776058685","wikidata":"https://www.wikidata.org/wiki/Q378874","display_name":"Crisis communication","level":2,"score":0.4313715398311615},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.3717908263206482},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.32377439737319946},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.318632572889328},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.24396049976348877},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.2147234082221985},{"id":"https://openalex.org/C180747234","wikidata":"https://www.wikidata.org/wiki/Q23373","display_name":"Cognitive psychology","level":1,"score":0.19664114713668823},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.18321943283081055},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.1474064588546753},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.09951326251029968},{"id":"https://openalex.org/C2524010","wikidata":"https://www.wikidata.org/wiki/Q8087","display_name":"Geometry","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/17517575.2023.2204331","is_oa":false,"landing_page_url":"https://doi.org/10.1080/17517575.2023.2204331","pdf_url":null,"source":{"id":"https://openalex.org/S24861202","display_name":"Enterprise Information Systems","issn_l":"1751-7575","issn":["1751-7575","1751-7583"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Enterprise Information Systems","raw_type":"journal-article"},{"id":"pmh:oai:https://orca.cardiff.ac.uk:159026","is_oa":false,"landing_page_url":"https://orca.cardiff.ac.uk/view/cardiffauthors/A2749336Y.html>,","pdf_url":null,"source":{"id":"https://openalex.org/S4306401195","display_name":"ORCA Online Research @Cardiff (Cardiff University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I79510175","host_organization_name":"Cardiff University","host_organization_lineage":["https://openalex.org/I79510175"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","display_name":"Decent work and economic growth","score":0.6700000166893005}],"awards":[{"id":"https://openalex.org/G3812284243","display_name":null,"funder_award_id":"72071221","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"}],"funders":[{"id":"https://openalex.org/F4320321001","display_name":"National Natural Science Foundation of China","ror":"https://ror.org/01h0zpd94"},{"id":"https://openalex.org/F4320335869","display_name":"National Social Science Fund of China","ror":null}],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":113,"referenced_works":["https://openalex.org/W125546202","https://openalex.org/W144670803","https://openalex.org/W570226433","https://openalex.org/W1484772704","https://openalex.org/W1498102422","https://openalex.org/W1500693574","https://openalex.org/W1513292723","https://openalex.org/W1537204219","https://openalex.org/W1594409761","https://openalex.org/W1964568192","https://openalex.org/W1971346661","https://openalex.org/W1976652933","https://openalex.org/W1984016442","https://openalex.org/W1986315441","https://openalex.org/W1987691316","https://openalex.org/W1998511687","https://openalex.org/W2002272485","https://openalex.org/W2016945820","https://openalex.org/W2025569312","https://openalex.org/W2030011119","https://openalex.org/W2031464770","https://openalex.org/W2031998113","https://openalex.org/W2038396028","https://openalex.org/W2038821593","https://openalex.org/W2039654435","https://openalex.org/W2041563290","https://openalex.org/W2049702279","https://openalex.org/W2052734753","https://openalex.org/W2056985680","https://openalex.org/W2057045305","https://openalex.org/W2059685169","https://openalex.org/W2063904635","https://openalex.org/W2071038278","https://openalex.org/W2071414909","https://openalex.org/W2073817796","https://openalex.org/W2078309899","https://openalex.org/W2079451707","https://openalex.org/W2091367989","https://openalex.org/W2096033973","https://openalex.org/W2121001699","https://openalex.org/W2127214493","https://openalex.org/W2135790056","https://openalex.org/W2146887499","https://openalex.org/W2148895878","https://openalex.org/W2150545684","https://openalex.org/W2152770871","https://openalex.org/W2155591467","https://openalex.org/W2156925274","https://openalex.org/W2165798258","https://openalex.org/W2167325287","https://openalex.org/W2259986932","https://openalex.org/W2278445025","https://openalex.org/W2285252321","https://openalex.org/W2333610989","https://openalex.org/W2335915681","https://openalex.org/W2401829318","https://openalex.org/W2406617138","https://openalex.org/W2410553363","https://openalex.org/W2475934742","https://openalex.org/W2483327937","https://openalex.org/W2496777941","https://openalex.org/W2507779229","https://openalex.org/W2587029632","https://openalex.org/W2611003613","https://openalex.org/W2626162802","https://openalex.org/W2737518127","https://openalex.org/W2740755884","https://openalex.org/W2742896955","https://openalex.org/W2756156038","https://openalex.org/W2767752368","https://openalex.org/W2768476704","https://openalex.org/W2791738894","https://openalex.org/W2793897830","https://openalex.org/W2794718431","https://openalex.org/W2822384136","https://openalex.org/W2888025604","https://openalex.org/W2900460254","https://openalex.org/W2902381295","https://openalex.org/W2912773127","https://openalex.org/W2937627530","https://openalex.org/W2941799245","https://openalex.org/W2945479702","https://openalex.org/W2945552109","https://openalex.org/W2953890097","https://openalex.org/W2956996388","https://openalex.org/W2967416780","https://openalex.org/W2976921750","https://openalex.org/W2982495231","https://openalex.org/W3000636357","https://openalex.org/W3012069023","https://openalex.org/W3016585425","https://openalex.org/W3022451299","https://openalex.org/W3025268937","https://openalex.org/W3028244532","https://openalex.org/W3035939752","https://openalex.org/W3036268018","https://openalex.org/W3090581317","https://openalex.org/W3093918989","https://openalex.org/W3122632353","https://openalex.org/W3122743006","https://openalex.org/W3122944446","https://openalex.org/W3123093168","https://openalex.org/W3123756285","https://openalex.org/W3124085131","https://openalex.org/W3125789827","https://openalex.org/W3126924855","https://openalex.org/W3134966528","https://openalex.org/W3167958641","https://openalex.org/W4237791300","https://openalex.org/W4244182937","https://openalex.org/W6630608983","https://openalex.org/W6713647072","https://openalex.org/W6826210262"],"related_works":["https://openalex.org/W2020037248","https://openalex.org/W2114919109","https://openalex.org/W2187167860","https://openalex.org/W2071386827","https://openalex.org/W1976631369","https://openalex.org/W2030113320","https://openalex.org/W2039654435","https://openalex.org/W2067673243","https://openalex.org/W2598811422","https://openalex.org/W2181996710"],"abstract_inverted_index":{"Product":[0],"recall":[1],"crises":[2],"can":[3,23],"damage":[4],"reputation,":[5],"result":[6],"in":[7],"financial":[8],"losses,":[9],"and":[10,28,45,86],"generate":[11],"negative":[12],"word-of-mouth":[13,31],"from":[14,39],"customers.":[15],"Appropriate":[16],"response":[17,51,58,67,82],"strategies":[18,83],"on":[19,84],"social":[20,79],"media":[21,80],"platforms":[22],"help":[24],"companies":[25],"minimise":[26],"losses":[27],"save":[29],"electronic":[30],"(eWOM).":[32],"This":[33],"study":[34,70],"analysed":[35],"32,697":[36],"customer":[37,43,93],"comments":[38],"Facebook":[40],"to":[41,64],"explore":[42],"perceptions":[44],"examine":[46],"the":[47,56,65,76],"performance":[48],"of":[49,75,78],"different":[50],"strategies.":[52],"Findings":[53],"showed":[54],"that":[55],"accommodative":[57],"strategy":[59],"improves":[60],"overall":[61],"eWOM":[62,85],"compared":[63],"indifferent":[66],"strategy.":[68],"The":[69],"provides":[71],"a":[72],"comprehensive":[73],"understanding":[74],"impact":[77],"crisis":[81],"offers":[87],"evidential":[88],"managerial":[89],"insights":[90],"for":[91],"better":[92],"perceptions.":[94]},"counts_by_year":[{"year":2025,"cited_by_count":6},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}