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Item type:Publication, Snowball sampling and Facebook: how social media can help access hard-to-reach populations(Cambridge University Press, 2021-10-18)The snowball sampling method (SSM) is one of the most widely used methods to collect information about hard-to-reach populations and in low-information contexts. This article argues that SSM can be enhanced by the use of Facebook in at least three ways. This social-networking site helps to address some of the inherent limitations of SSM by learning about local contexts and identifying principal political actors, by gathering background information about and establishing contact with them, and by triangulating information they provide and reaching out to additional key informants. Thus, this article shows how Facebook can provide leverage in overcoming the problem of biased samples and offers concrete empirical illustrations from research on local politics in Latin American countries. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Women’s Solidarity as Feminism in Action: The Concept of Sisterhood (Sororidad) in #LasRespondonas, a Facebook Group in Peru(Taylor & Francis, 2023-11-15)Women in Peru are exposed on a daily basis to gender violence and exclusion. Several feminist groups have used social media to share information, debate, denounce, organize, and provide help to victims. This study analyzes the meaning of female solidarity, sisterhood or sororidad (using the Spanish term), as a feminist political concept among members of one feminist Facebook group. We reviewed how various feminist and sisterhood concepts are clustered together in group communications by analyzing publications and comments and even interviewing key current and former group members. We find the concept of sororidad to be central to feminist practice as it is a bridge between theory and politics. Moreover, it is viewed as a kind of ‘internal repertoire’ of the feminist movement, as a way to interact with other movement members (or comrades, partners, or sisters). - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Social Media Adoption and Reach by Ecuadorian Local Governments: An Empirical Study(Inderscience Publishers, 2023-01-01)In this article, we present an empirical study about adoption and reach of Facebook, Twitter, and YouTube by Ecuadorian municipal governments. Data was collected from 55 social media profiles of municipal authorities in three provinces, representing 25% of all Ecuadorian cantons and 54% of the population. Determinants of adoption and reach were investigated by resorting to correlation, regression, and means comparison studies. We conclude that population size is a good predictor of reach in social media, but it is not relevant to explain early adoption. This may be the consequence of social media technology being inexpensive and simple to adopt, thus being accessible to any local authority, while making good use of it has more financial and administrative burdens and, consequently, is associated with bigger local authorities. Also, adoption may have been centrally driven and programmatically motivated, which would also explain the lesser relevance of population size for early adoption. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Do Satisfied Customers Recommend Restaurants? The Moderating Effect of Engagement on Social Networks on the Relationship Between Satisfaction and eWOM(Emerald Publishing, 2023-11-22)Academics and managers scour to understand which perceived quality factors are paramount to consumers during their restaurant experiences and how they influence their emotions, satisfaction, propensity to loyalty and electronic word-of-mouth (eWOM). However, previous studies are divergent regarding the impacts of satisfaction on eWOM. This survey aims to (a) investigate the impacts of perceived quality by restaurant consumers on positive emotions, negative emotions and satisfaction; (b) verify the impacts of satisfaction on the propensity to loyalty and eWOM; (c) test whether the consumers’ behavioural engagement in the SNS (CBE-SNS) moderates the relationship between satisfaction and eWOM. Design/methodology/approach: This survey included 416 university students in Peru who completed an electronic form about their experiences at à la carte restaurants. PLS-SEM tested the hypothetical model based on S-O-R Theory (Mehrabian and Russell, 1974). Findings: The perceived quality by consumers regarding their restaurant experiences positively impacts satisfaction and positive emotions and negatively affects negative emotions. Satisfaction strongly influences the propensity to loyalty but weakly the eWOM. The CBE-SNS moderates the intensity of the relationship between satisfaction and eWOM. Originality/value: This study is the first to concomitantly test the relationships between perceived quality, positive and negative emotions, satisfaction, the propensity to loyalty, e-WOM and CBE-SNS. Consumer engagement moderates the relationship between satisfaction and eWOM. Accordingly, to stimulate positive eWOM, restaurants must provide their customers with experiences with high perceived quality, impacting their satisfaction, emotions and propensity for loyalty, and developing strategies to increase CBE-SNS. - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Stakeholders' perceptions of an ethical crisis caused by employees and its impact on corporate image and reputation(Emerald Publishing Limited, 2025-09-05)The objective of this study is to understand and analyze the consequences of an ethical crisis caused by the unethical behavior of employees at a banking company, which demonstrates a lack of commitment and poor alignment with the organization's values. The research examines the perceptions of employees, clients and non-clients regarding the media crisis and the communication response provided by the company to its stakeholders. Finally, the research offers recommendations on how to effectively manage a media crisis. Design/methodology/approach The study analyzed, through 1,182 questionnaires, the perceptions of employees, clients and non-clients regarding the ethical crisis caused by the employees of a bank in Peru regarding the pre-sale of tickets for the Peru vs. Colombia match in the Russia 2018 qualifiers. The study was complemented by in-depth interviews with two key executives of the company. Findings The results showed that stakeholders react differently to the company's response to the crisis caused by employee misconduct. The study reflected that those who felt most affected by the incidents and perceived the crisis to be more serious were employees, as opposed to clients and non-clients. In addition, the results revealed significant differences in stakeholders' perceptions of how the company handled the crisis, with non-clients being the most critical. Research limitations/implications Although the case concerned a single company in Latin America, due to the media nature of the facts, there was diverse and important information that allowed us to analyze the internal part of the company and evaluate the impact of the crisis on the company's image and reputation outside the company, specifically with customers and non-customers. Likewise, the study proposed recommendations and communication strategies to respond to a crisis. Practical implications The research offered a series of recommendations consisting of a set of strategies for companies and their leaders to deal with business crises caused by negative employee behavior. Social implications The study analyzed how an ethical crisis situation can lead to a media crisis, which can damage the brand and the company's reputation. It can also have a social impact, since the marketing strategy with good intentions on the part of the banking company became a negative action at a social level, generating disorder, disbelief and discomfort in a matter of national interest, such as the match between the Peruvian and Colombian national football teams in qualifying for the 2018 World Cup in Russia. Originality/value The research analyzed the relationship between corporate culture and the creation of commitment in employees as a key tool to prevent possible business crises due to lack of trust and integrity of employees; which can prevent a possible crisis in the image and reputation of the company.1 - Some of the metrics are blocked by yourconsent settings
Item type:Publication, Ballots make waves: the impact of elections on social media adoption by local governments(Emerald Publishing Limited, 2025-01-01)This study aims to investigate the impact of elections on social media adoption by local governments. Design/methodology/approach Local elections between 2007 and 2018, all 308 Portuguese municipalities and all 43 districts of the Lima metropolitan area (the capital city of Peru) were considered in the study. The impact of elections on each country was assessed by fitting a theoretical model to the social media adoption data (collected for Facebook, YouTube and Twitter). This theoretical model includes a normal curve (as predicted by the Diffusion of Innovation Theory) and negative exponential curves centered on the inauguration dates of the newly elected governments. Findings Results are impressive and consistent for both countries: following an initial period characterized by a normal adoption curve, there are notable surges in adoption associated with the inauguration dates of newly elected administrations. In a metaphorical sense, ballots make new waves of adoption. Research limitations/implications The findings suggest that researchers should take into account the influence of elections when examining how local governments adopt innovations. Practical implications The findings indicate that practitioners may find an opportunity to expedite the adoption of innovative communication technologies right after newly elected governments assume office. Additionally, election campaigns present a favorable occasion to demonstrate these innovations. Originality/value This is the first study to use non-linear optimizing techniques to explain the impact of elections on social media adoption by local governments.1