Relationship, trust and crisis communication on social media with millennials and generation Z

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dc.contributor.author Golway, Danielle
dc.date.accessioned 2017-05-04T14:48:22Z
dc.date.available 2017-05-04T14:48:22Z
dc.date.issued 2017-08-01 en_US
dc.identifier.uri http://hdl.handle.net/2097/35551
dc.description.abstract This study examined crisis communication on social media applying relationship management theory. There are few credibility checks on social media platforms, and some say publics no longer believe messages through this type of media (Domonoske, 2016; Ho, 2012). However, many people get news from social media platforms and trust the information they read (Turcotte, York, Irving, Scholl, & Pingree, 2015). Crisis theories suggest strong relationships are less affected by crisis situations, and relationships are heavily based on trust (Broom, Casey, & Ritchey, 1997; Coombs, 2000; Coombs & Holladay, 2006; Ledingham, 2003). Through a survey, this study found a statistically significant positive relationship between perceived organization-public relationship, trust and, credibility in crisis communication on social media within the Millennial and Generation Z groups. These generations are the most active on social media, and this study challenged the claim that they do not believe information online (Richards, 2017; Statista, 2016). en_US
dc.language.iso en_US en_US
dc.publisher Kansas State University en
dc.subject Crisis communication en_US
dc.subject Social media en_US
dc.subject Relationship management theory
dc.subject Generation Z
dc.subject Millennials
dc.title Relationship, trust and crisis communication on social media with millennials and generation Z en_US
dc.type Thesis en_US
dc.description.degree Master of Science en_US
dc.description.level Masters en_US
dc.description.department Department of Journalism and Mass Communications en_US
dc.description.advisor Xiaochen Zhang en_US
dc.date.published 2017 en_US
dc.date.graduationmonth August en_US


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