Volkswagen Emission Crisis : Managing Stakeholder Relations on the Web
Zhang, B., Veijalainen, J., & Kotkov, D. (2016). Volkswagen Emission Crisis : Managing Stakeholder Relations on the Web. In T. A. Majchrzak, P. Traverso, V. Monfort, & K.-H. Krempels (Eds.), WEBIST 2016 : Proceedings of the 12th International conference on web information systems and technologies. Volume 1 (pp. 176-187). SCITEPRESS. https://doi.org/10.5220/0005892401760187
© INSTICC, 2016. This is an author's final draft version of an article whose final and definitive form has been published in the WEBIST Proceedings. Published by SCITEPRESS.
Organizations establish their own profiles at social media sites to publish pertinent information to customers and other stakeholders. During a long and severe crisis, multiple issues may emerge in media interaction. Positive responses and prompt interaction from the official account of e.g. a car manufacturer creates clarity and reduces anxiety among stakeholders. This research targets the Volkswagen 2015 emission scandal that became public on Sept. 18, 2015. We report its main phases over time based on public web information. To better understand the online interaction and reactions of the company, we scrutinized what information was published on VW’s official web sites, Facebook, and Twitter profiles and how the image of the company developed over time among various stakeholders. To investigate this, Twitter and Facebook data sets were collected, cleaned, and analysed. We also compared this crisis in several respects with the Toyota recall crisis in 2010-2011 that was caused by sticking accelerator pedals and floor mats, as well as the GM crisis in 2014 that was caused by faulty ignition switches. Further we compare our findings with the Malaysian airline crisis that was caused by the disappeared flight MH370 and downed MH14. ...
Parent publication ISBN978-989-758-186-1
ConferenceInternational conference on web information systems and technologies
Is part of publicationWEBIST 2016 : Proceedings of the 12th International conference on web information systems and technologies. Volume 1
Publication in research information system
MetadataShow full item record
Related funder(s)Academy of Finland
Funding program(s)Academy Project, AoF
Additional information about fundingThe authors were supported in part by the Academy of Finland, grant number 268078 (MineSocMed).
Showing items with similar title or keywords.
Juoperi, Sanni (2017)Even though corporations’ interest towards corporate social responsibility (CSR) has significantly increased in the last decades, organizations still commit various acts of corporate social irresponsibility (CSI). At the ...
Zhang, Boyang; Vos, Marita; Veijalainen, Jari; Wang, Shuaiqiang; Kotkov, Denis (Redfame Publishing, 2016)This paper explores the online debate in a corporate social responsibility crisis, where multiple actors communicate through social media, each representing different interests and views pertaining to the crisis. The study ...
Zhang, Boyang; Veijalainen, Jari; Kotkov, Denis (SCITEPRESS Science And Technology Publications, 2017)Since September 2015 at least two major crises have emerged where major industrial companies producing consumer products have been involved. In September 2015 diesel cars manufactured by Volkswagen turned out to be ...
Sims, Randi L.; Kramer, Steven B. (Jyväskylän yliopisto, Business and Organization Ethics Network (BON), 2015)Professional certification is an important part of many specialized occupations. For project managers, one certifying body is the Project Management Institute (PMI). To achieve their certification(s), project managers ...