نوع مقاله : مقاله پژوهشی
نویسنده
دانشجوی دکتری، گروه مدیریت رسانه، پردیس البرز، دانشگاه تهران، تهران، ایران.
چکیده
کلیدواژهها
موضوعات
عنوان مقاله [English]
نویسنده [English]
Objective: Social media has made even the largest corporations vulnerable to negative feedback and word-of-mouth effects. Companies face crises such as branding mistakes, competitor defamation, human errors, and product failures, all of which can erode customer trust and damage brand reputation. Ineffective crisis management may lead to scandals and brand failure. Given the significant impact of brand reputation on customer loyalty, companies must adopt effective crisis response strategies. One such strategy is corporate online apologies, which play a crucial role in customer retention and brand reputation recovery. However, many Iranian companies exhibit weak performance in addressing customer complaints on social media and, at times, exacerbate brand damage by ignoring negative feedback. This study aims to develop a pattern for successful corporate online apologies in the Iranian market, with a particular focus on Platform X.
Research Methodology: This research employed a grounded theory approach to develop a pattern for successful online corporate apologies. The grounded theory method was selected due to its systematic data collection, which allows for the development of theories based on data rather than existing hypotheses. This approach is exploratory, arising from the data obtained, and is rooted in the interpretive paradigm. Given the absence of a native model, framework, or pattern for successful corporate apologies in Iran, the use of grounded theory is justified for this research. The interpretive philosophy serves as the foundation, while a pragmatic philosophy, emphasizing practical application, was also applied due to the mixed-method approach used for data collection and analysis.
This study followed a case study approach, examining the apology strategies of 20 Iranian brands in response to customer complaints on Platform X. Customer complaints related to service or product failures, along with the corresponding corporate apologies published on the brands' official accounts, were extracted using Bluestacks software. This extraction was based on four predefined keywords related to apologies. The collected X threads were then coded and analyzed using MAXQDA software.
Thematic analysis was used to identify, analyze, and report patterns within the large volumes of collected textual data.
Findings: The analysis of qualitative and quantitative data, along with the interpretation of extracted themes, led to the development of a pattern for successful corporate online apologies tailored to the Iranian market. This framework aims to provide insights into effective apology strategies in brand-consumer interactions and help Iranian brands regain customer trust, preserve their reputation, and foster long-term customer loyalty.
Discussion & Conclusion: Based on the findings of this study, it is essential for Iranian brands and companies to adopt an online apology management approach characterized by a friendly tone, explicit apology and regret statements, practical solutions, and compensation measures. Companies, at the initial stage of posting apologies, need first to adopt an appropriate (friendly) tone and establish direct communication with customers (e.g., greeting, using the customer's name or username, tagging their username). Then, they should explicitly apologize or express regret (or both) using keywords like "apology," "sorry," "regret," and "we apologize" for the issue at hand, clearly acknowledging responsibility without making excuses. In the next step, companies should aim to understand the cause of the complaints by requesting additional information from customers about the problem. They should also provide the dissatisfied customers with necessary guidance before referring them to the support unit, so they can resolve the issue independently through the established communication on Platform X. Afterward, companies must begin addressing the problem and show their commitment by promising follow-up actions. At this stage, companies should update customers on the progress of resolving the complaint and, if needed, collect details such as email, contact numbers, or usernames to extend the communication beyond Platform X and refer customers to the support unit. In the next step, if necessary, companies should clearly inform customers about how the compensation for the inconvenience will be handled. To foster and strengthen positive emotional connections, increase trust, and enhance the brand's credibility while reducing customer dissatisfaction, it is recommended that companies end their apology by thanking the customer for their patience, expressing hope for resolving the issue, showing empathy, and expressing willingness to provide better services in the future. The use of various emojis at all stages of an apology can help companies enhance their communication with customers and express empathy, respect, gratitude, and reinforce a sense of sincerity.
کلیدواژهها [English]
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