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Kritikhantering på social media
Halmstad University, School of Information Science, Computer and Electrical Engineering (IDE).
Halmstad University, School of Information Science, Computer and Electrical Engineering (IDE).
2013 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [sv]

Social medias användningsområde har under de senaste åren ökat. Från att till enbörjan användas av privatpersoner till att nu även vara en del av flertalet företag.Tekniken kan skapa nya tillfällen att synas, skapa kundrelationer samt kommunikationsmöjligheter. Det finns olika syften med att använda social mediamen värdet kommer inte från plattformen i sig utan från hur den används. För attett företag ska använda social media kan det finnas anledning att acceptera och varamedvetna om att kritik riktat till företaget offentliggörs. Forskning pekar på attföretag förväntas bemöta åsikter, uppfattningar och upplevelser från konsumenter.Dock saknas tydlig vetskap om hur eller på vilket sätt. Vi har genom en kvalitativstudie, intervjuat representanter från olika företag gällande deras sätt att bedrivakritikhantering på social media. Studien resulterade i tre övergripande teman medunderliggande exempel som beskriver hur företag hanterar kritik på social media.

Abstract [en]

The use of social media has increased in recent years. Individuals used it first, andnow it has become a part of multiple companies. Technology can create newopportunities for companies to show them self publicly, create customer relations aswell as communication opportunities. The purposes of using social media arevarious, but the value it brings is not from the platform itself, but from the ways it isbeing used. In order for a company to use social media, there may be reason toaccept and be aware of that criticism addressed to the company will be public.Research indicates that companies are expected to respond to opinions, perceptionsand experiences from customers. However, clear knowledge of how or in what wayis missing. We have through a qualitative study, interviewed representatives fromvarious companies regarding their way of conducting criticism management onsocial media. The study resulted in three overarching themes with underlyingexamples illustrating how companies manage criticism on social media.

Place, publisher, year, edition, pages
2013. , 46 p.
Keyword [en]
Social media, criticism, criticism management, consumer, user-generated content
Keyword [sv]
Social media, kritik, kritikhantering, konsument, användargenererat innehåll
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:hh:diva-22949OAI: oai:DiVA.org:hh-22949DiVA: diva2:630389
Subject / course
Informatics
Supervisors
Examiners
Available from: 2013-06-25 Created: 2013-06-18 Last updated: 2013-06-25Bibliographically approved

Open Access in DiVA

fulltext(1540 kB)207 downloads
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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf