Digital crisis management: how proactive online engagements on patient complaints influence social media users’ perceptions
This study investigates how a pharmaceutical company’s responses to patients’ complaints regarding side effects affect social media users’ evaluation of a paracrisis situation. An online study was conducted by simulating a real-world paracrisis situation in which patients petitioned about the seriou...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Frontiers Media S.A.
2025-05-01
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| Series: | Frontiers in Communication |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fcomm.2025.1564650/full |
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