The impact of crisis communication in social media on netizen behaviour: A case study of Zus coffee crisis

• Main Authors: Gan, Ka Yee, Mah, Pei Bao, Ooi, June Chi, Tung, Jye Yi, Wong, Zhi Seng
• Format: Final Year Project / Dissertation / Thesis
• Published: 2023
• Subjects: H Social Sciences (General); HA Statistics; HF Commerce
• Online Access: http://eprints.utar.edu.my/5800/1/fyp_PR_2023_GKY.pdf; http://eprints.utar.edu.my/5800/

The population of social media users in Malaysia increased by 2.3 million, which accounts for approximately 8% of the population, between 2021 and 2022. Nowadays, dissatisfied customers often express their grievances and seek retribution on social media when they feel mistreated or ignored by organi...