Experiencing motivational conflict on social media in a crisis situation: The case of the Chick-fil-A same-sex marriage controversy

作者：

Highlights：

• SNS users can experience a motivational conflict in a brand crisis situation.

• Users experiencing a conflict form brand attitudes based on objective information.

• Their positive brand-related cognitions are offset by impression-related cognitions.

摘要

•SNS users can experience a motivational conflict in a brand crisis situation.•Users experiencing a conflict form brand attitudes based on objective information.•Their positive brand-related cognitions are offset by impression-related cognitions.

论文关键词：Motivational conflict,Social media,Defense motivation,Impression motivation,Heuristic-systematic model,Brand crisis

论文评审过程：Received 17 October 2016, Revised 16 January 2017, Accepted 18 January 2017, Available online 20 January 2017, Version of Record 1 February 2017.

论文官网地址：https://doi.org/10.1016/j.chb.2017.01.035