How did the company respond to reviews on twitter? Es teh indonesia' case
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Keywords:
issue management, reputation, social network analysis, discourse network analysis, esteh indonesia
Abstract
These days, consumers can easily and quickly express their opinions through social media. This has a big impact and need to be responded wisely by the company. At the end of September 2022, PT Esteh Indonesia Makmur issue a subpoena to the account @ghandoyy due to the use of language and criticism which was considered misleading. Researchers want to see the analysis of social networks and network discourse formed through the concept of issue management and reputation on Twitter using applications such as Netlytic, Gephi, Brand24, DNA, and Visone. The network formed shows that there are many actors and discourses involved. Several clusters form a relationship and a higher degree, in which there are dominant actors who are connected to each other. Future research may shed lighter and more expected to analyze deeper to discuss network analysis using different tools and social media.
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Sparks, B. A., So, K. K. F., & Bradley, G. L. (2016). Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern. Tourism Management, 53, 74–85. https://doi.org/10.1016/j.tourman.2015.09.011
Susilo, D., & Putranto, T. D. (2018). Indonesian Youth on Social Media: Study on Content Analysis. Proceedings of the 2017 International Seminar on Social Science and Humanities Research (SSHR 2017). https://doi.org/10.2991/sshr-17.2018.15
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Zhao, Y., Cheng, S., Yu, X., & Xu, H. (2020). Chinese public’s attention to the COVID-19 epidemic on social media: observational descriptive study. Journal of Medical Internet Research, 22(5).
Ardiyanti, H. (2021). Post-flight accident digital communication of sriwijaya air flight Post-Flight Accident Digital Communication of Sriwijaya Air Flight SJ-182 PK-CLC.
Austin, L., & Jin, Y. (Eds.). (2017). Social Media and Crisis Communication. Routledge. https://doi.org/10.4324/9781315749068
Béal, M., & Grégoire, Y. (2022). How Do Observers React to Companies’ Humorous Responses to Online Public Complaints? Journal of Service Research, 25(2), 242–259. https://doi.org/10.1177/1094670521989448
Brand24. (2022). Analisis Brand Melalui Brand 24. Brand24. https://brand24.com/
Carr, C. T., & Hayes, R. A. (2015). Social Media: Defining, Developing, and Divining. Atlantic Journal of Communication, 23(1), 46–65. https://doi.org/10.1080/15456870.2015.972282
Carroll, C. E. (2013). The Handbook of Communication and Corporate Reputation. John Wiley & Sons, Inc.
Chaniago, S. W. P. (2022). Melihat Peluang Bisnis Minuman Kekinian di Indonesia. Kompas.Com. https://www.kompas.com/food/read/2022/09/08/103200875/melihat-peluang-bisnis-minuman-kekinian-di-indonesia?page=all
Coritama, M., Daniel Susilo, & Rismi. (2022). Analysis of the Electronic Word of Mouth (E-Wom) Of the Film “KKN di Desa Penari.” Jurnal Spektrum Komunikasi, 10(4), 291–305. https://doi.org/10.37826/spektrum.v10i4.361
Cornelissen, J. (2020). Corporate Communication: A Guide to Theory and Practice. Sage Publications Inc.
DNA. (2022). Discourse Network Analysis.
Doorley, J., & Garcia, H. F. (2015). Reputation Management. Routledge.
Duarte, P., Costa e Silva, S., & Ferreira, M. B. (2018). How convenient is it? Delivering online shopping convenience to enhance customer satisfaction and encourage e-WOM. Journal of Retailing and Consumer Services, 44, 161–169. https://doi.org/10.1016/j.jretconser.2018.06.007
Eriyanto, E. (2022). Analisis Jejaring Wacana. PT Remaja Rosdakarya.
Fadilah, I. (2022). Sosok di Balik Esteh Indonesia yang Kini Jadi “BUMN.” Detik.Com. https://finance.detik.com/berita-ekonomi-bisnis/d-6194518/sosok-di-balik-esteh-indonesia-yang-kini-jadi-bumn
Fearn-Banks, K. (2017). Crisis Communications: A Casebook Approach (4th ed.).
Fitriyah, P., Fatoni, A., & Nasher, A. (2020). Communication and Network Crisis : Mapping of Important Actors in the #BersatuLawanCovid19 Campaign on Twitter. Proceedings of the 6th International Conference on Social and Political Sciences (ICOSAPS 2020). https://doi.org/10.2991/assehr.k.201219.035
Gephi. (2022). Visualisasi Jaringan pada Gephi.
Haywood, R. (2013). Corporate reputation, the brand and the bottom line: powerful proven communications strategies for maximising value. International Journal of Productivity and Performance Management, 54(8), ijppm.2005.07954hae.002. https://doi.org/10.1108/ijppm.2005.07954hae.002
Hew, W. W. (2018). THE ART OF DAKWAH : social media, visual persuasion and the Islamist propagation of Felix Siauw. Indonesia and the Malay World, 46(134), 61–79. https://doi.org/10.1080/13639811.2018.1416757
Ji, P., & Lieber, P. S. (2013). Synthesizing Relationship Dynamics: An Analysis of Products and Services as Components of Corporate Reputation. In The Handbook of Communication and Corporate Reputation (pp. 347–361). Blackwell Publishing Ltd. https://doi.org/10.1002/9781118335529.ch29
Lappeman, J., Patel, M., & Appalraju, R. (2018). Firestorm Response: Managing Brand Reputation during an nWOM Firestorm by Responding to Online Complaints Individually or as a Cluster. Communicatio, 44(2), 67–87. https://doi.org/10.1080/02500167.2018.1478866
Laras, A. (2022). Selain Esteh Indonesia, Ini Daftar Minuman Es Teh Populer di Indonesia. Bisnis.Com. https://entrepreneur.bisnis.com/read/20220926/52/1581286/selain-esteh-indonesia-ini-daftar-minuman-es-teh-populer-di-indonesia
Muftiana, S. N. (2021). The Potential FNB Franchise in Indonesia. Medium.Com. https://medium.com/with-bright-indonesia/the-potential-fnb-franchise-in-indonesia-9e0cc4c9c904
Nations, D. (2017). What Is Social Media? Explaining the Big Trend. Lifewire.
Netlytic. (2022). Analisis Jaringan Via Netlytic. Netlytic.Org. https://netlytic.org/index.php
Nuriyati Samatan, D., Fatoni, A., Nasher, A., Purwitasari, E., & Herlinda, D. (2022). The Role and Trust Toward World Health Organization (WHO) in Managing Covid-19 Pandemic: Network and Text Analysis in @Who Twitter. International Journal of Research Publications, 109(1). https://doi.org/10.47119/IJRP1001091920223899
Park, S.-Y., & Allen, J. P. (2013). Responding to Online Reviews. Cornell Hospitality Quarterly, 54(1), 64–73. https://doi.org/10.1177/1938965512463118
PT Es Teh Indonesia Makmur. (2022). Esteh Indonesia. Website Esteh Indonesia.
Putri, F. B. V., Susilo, D., & Berto, A. R. (2022). Jaringan dan Komentar Viral Marketing Pantene Indonesia Miracles Hair Supplement Baru Pada Akun Youtube Pantene Indonesia. Jurnal Komunikasi Profesional, 6(3), 212–229.
Respati, A. R. (2022a). Bukan Nagita Slavina, Ini Pemilik Esteh Indonesia yang Layangkan Somasi ke Konsumennya. Kompas.Com. https://money.kompas.com/read/2022/09/26/174000426/bukan-nagita-slavina-ini-pemilik-esteh-indonesia-yang-layangkan-somasi-ke?page=all
Respati, A. R. (2022b). Duduk Perkara Esteh Indonesia Somasi Konsumen Usai Kritik Produk Minumannya. Kompas.Com. https://money.kompas.com/read/2022/09/26/133256626/duduk-perkara-esteh-indonesia-somasi-konsumen-usai-kritik-produk-minumannya?page=all
Rostanti, Q. (2022). Konsumsi Minuman Manis Kemasan Naik 15 kali Lipat Dalam Dua Dekade. Republika.Co.Id. https://www.republika.co.id/berita/rh2s7l425/konsumsi-minuman-manis-kemasan-naik-15-kali-lipat-dalam-dua-dekade
Sparks, B. A., So, K. K. F., & Bradley, G. L. (2016). Responding to negative online reviews: The effects of hotel responses on customer inferences of trust and concern. Tourism Management, 53, 74–85. https://doi.org/10.1016/j.tourman.2015.09.011
Susilo, D., & Putranto, T. D. (2018). Indonesian Youth on Social Media: Study on Content Analysis. Proceedings of the 2017 International Seminar on Social Science and Humanities Research (SSHR 2017). https://doi.org/10.2991/sshr-17.2018.15
Ulfa, M. (2022). Heboh Es Teh Kekinian, Wacana Cukai Minuman Berpemanis bak Pisau Bermata Dua. IDXChannel.Com. https://www.idxchannel.com/economics/heboh-es-teh-kekinian-wacana-cukai-minuman-berpemanis-bak-pisau-bermata-dua
Visone. (2022). Visualisasi Jaringan pada Visone.
Yunus, E., Susilo, D., Riyadi, S., Indrasari, M., & Putranto, T. D. (2019). The effectiveness marketing strategy for ride-sharing transportation: intersecting social media, technology, and innovation. Entrepreneurship and Sustainability Issues, 7(2), 1424–1434. https://doi.org/10.9770/jesi.2019.7.2(44)
Zhao, Y., Cheng, S., Yu, X., & Xu, H. (2020). Chinese public’s attention to the COVID-19 epidemic on social media: observational descriptive study. Journal of Medical Internet Research, 22(5).
Published
2023-03-30
How to Cite
Agatha, G., Susilo, D., & Juliadi, R. (2023). How did the company respond to reviews on twitter? Es teh indonesia’ case. Jurnal Studi Komunikasi, 7(1), 105 - 133. https://doi.org/10.25139/jsk.v7i1.6150
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