Social media, brand communication and customer engagement in Michelin-starred restaurants during a time of crisis

PurposeThe purpose of this study is to analyse the brand communication on social media (SM) made by two- and three-starred restaurants and the customer reaction in terms of engagement effects during a crisis. The research highlights the connections between brand communication and engagement dynamics on Instagram by looking for differences in the strategies of two and three-starred restaurants and by highlighting the changes in the background engagement drivers.Design/methodology/approachUsing data collected from 5,666 Instagram posts by 34 Italian Michelin-starred restaurants, the authors analysed the crisis-driven changes in online communication and customer engagement comparing three phases of the COVID-19 pandemic by applying a linear regression model with fixed effects.FindingsMichelin-starred restaurants changed their strategies of brand communication to overcome the effects of the crisis. The findings highlight the importance of SM as a tool to stay in touch with consumers and the pivotal role of customers in engagement, especially during a pandemic.Originality/valueTo the best of the authors' knowledge, this is among the first studies to investigate the changes in brand communication and the effects on customer engagement during a pandemic, with a focus on Instagram. It contributes to understanding the role of platform and the main drivers of engagement on Instagram, as well as suggesting how managers can improve brand value using SM.

Managing the COVID-19 pandemic: Preliminary evidence from global banks

The COVID-19 pandemic represents the most complex test for financial institutions since the global crisis of 2007. During this period, the boards of financial institutions, especially banks, had to make strategic decisions quickly, to address the effects of this crisis efficiently and effectively. Boards had to make the right decisions to withstand the shocks caused by the pandemic. The role of the board (or supervisory board) in managing banks has been under scrutiny by academic researchers and professionals during the current pandemic crisis. Since the outbreak of covid-19, boards have faced many tough decisions. Boards promptly facilitated the introduction of a number of COVID-19 response policies, including the establishment of specific teams to prevent and control the effects of the pandemic, to support the community, and to the protect and support employees and clients. The objective of this paper is to understand the role of boards of global banks during the COVID-19 pandemic, in particular to determine which were the most effective policy decisions and to outline the related underlying trends. The results of this research may allow the identification of best practices for the management of financial institutions and provide a useful reflection for the various stakeholders, including regulatory and supervisory authorities. © Henry Stewart Publications.

Social media government communication and stakeholder engagement in the era of Covid-19: evidence from Italy

Purpose: Covid-19 is a worldwide pandemic disease that changed the government communication to citizens about the health emergency. This study aims to provide in-depth research about regional Italian government communication through social media (SM) and its effects on citizens' engagement. Design/methodology/approach: The study uses a case analysis, focusing on the Italian context. In detail, the authors analyse the more involved Italian regions in Covid-19 pandemic (Lombardy, Veneto, Piedmont, Emilia Romagna and Tuscany) applying the Crisis and Emergency Risk Communication (CERC) model. Findings: The results reveal that SM is a powerful tool for communication during a health emergency and for facilitating the engagement with stakeholders. However, results also highlight a different perception about the timing of the Covid-19 crisis. Practical implications: Findings suggest a gap between the answer of the public government compared to the citizens' needs that are clear since the first earlier stage of the pandemic event. The engagement level is very high since the first phase of the pandemic event;however, to be adequately developed, it requires specific and timing information that are not always in line with the citizens’ communication needs. Originality/value: This is the first research that aims to study the citizens' engagement in the Italian regions during the Covid-19 pandemic. © 2022, Silvia Fissi, Elena Gori and Alberto Romolini.