题目：Tracking People’s Response on Social Media: Samsung Galaxy Note 7 case

时间：6月21日下午 2:30

地点：welcome皇冠地址学术报告厅（南校区信远楼2区 324）

报告人：Jang Hyun KIM教授

报告人简介

Prof. Jang Hyun Kim is an associate professor atDepartment of Interaction Science, Sungkyunkwan University, South Korea. Hisresearch interests include social/semantic networks, data science approach,diffusion of technology and innovation, IT leadership, and future media. His researchhas been published in Journal of Computer-Mediated Communication,Journal of the Association for Information Science and Technology, Telecommunications Policy, Government Information Quarterly, Online InformationReview, and many others.He was an Assistant Professor at University of Hawaii at Manoa from 2007 to 2012,Chief Secretary for university president and Assistant Professor at DGIST(2013-2014), and Cyberspace Public Affairs Officer at Korean Air Force (2000-2003).He is also Principal Investigator and Director of the Brain Korea 21+ global researchproject (approx. 300k USD/year) and an editorial board member for InformationProcessing and Management (SSCI-indexed journal) and Korean Journal ofJournalism and Communication Studies.

报告内容

Product defect recalls, as a corporate crisis from product defect causes not only financial loss but also brand reputation damages. This study explores customers’ response to the twice recall of the Galaxy Note7 in Korea. The authors examined the semantic networks of consumers comments from theSamsung official social media ‘Samsung Newsroom (blog and Facebook)’ in five timeperiods(i.e., release, first recall, recommendation to discontinue use, second recall, andcompensation program). Customers in each period showed different emotional states whichwere positive in the first recall but negative in the second recall. Therefore, timely recall andfactual communication is needed to the product-harm crisis management, but root causeinvestigation should be taken to avoid further recalls.