Library Dissertation Showcase

Social media: a consumer’s tool for holding companies accountable

  • Year of Publication:
  • 2019

In this modern digital world, the voice of consumers are easier to hear more than ever before. There is an abundance of evidence to suggest that their opinions on how organisations behave specifically have a large impact on society. This dissertation therefore acknowledges the lack of research regarding how consumers have altered the way in which organisations practise Corporate Social Responsibility, as well as their crisis management strategies.
With a thorough literature review and analysis of case studies, this research ultimately suggests that companies have had to adapt how they present and communicate with their customer base, due to the growing strength of consumer power through social media.

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