Why did you delete my comment? Investigating observing consumers' reactions to comment‐deletion‐clues during a brand crisis

Many users criticize brands by posting negative comments on their social media pages when a brand crisis occurs. Brands often choose to delete negative comments when coping with brand crises. While deleting comments often goes unnoticed, complaints about comment deletion from users whose comments ar...

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Bibliographic Details
Published in:Psychology & marketing 2024-10, Vol.41 (10), p.2478-2492
Main Authors: Liao, Junyun, Ye, Yaohua, Filieri, Raffaele, Du, Peng, Jiang, Ying
Format: Article
Language:English
Subjects:
Business administration
comment‐deletion‐clues
Content management
content moderation
crisis communications
crisis management
Humanities and Social Sciences
negative word‐of‐mouth
social media
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