Grazia Murtarelli

TL;DR: In this article, the authors developed and tested a theoretical framework, grounded in managerial and organisational theories of dialogue, through which organizations can take decisions in relation to the most appropriate crisis response strategies for handling social media stakeholders.

TL;DR: This article examined how companies are employing new media to engage in dialogue with their stakeholders about corporate social responsibility (CSR)-related matters and found that corporations with reputations for CSR have built virtual spaces for dialogue about CSR, but these spaces remain empty of dialogue.

TL;DR: In this article, the authors investigate the effects of visual communications on Instagram users' propensity to engage with image-based content through online behaviors such as liking, sharing, commenting and following, and their intention to purchase the product depicted in the visual communications.

TL;DR: This study aims to discuss conceptually the ethical challenges related to chatbots within the marketplace by integrating the current chatbot-based literature with that on conversation management studies and proposes a new conceptual model which embraces ethical considerations in the future development of chatbots.

TL;DR: In this paper, the authors developed a measurement scale for assessing the quality of dialogic conversations among companies and digital publics in social media, which is built on three main dimensions: organisation turn-taking, sequencing of conversation, repair strategies and procedures.