When Social Media Hits the Fan - How Customer Value is Influenced by a Brand Crisis on Social Media
Keywords: Brand Crisis on Social Media, Customer Judgements, Customer Feelings, Customer Brand Resonance, Customer Value. Purpose: The purpose of this master thesis is to investigate how a brand crisis on social media influences customer value of a brand. This is done by exploring the underlying key factors that influence customers’ perceptions during such crises. Theoretical Perspective: The t