个人陈述代写-通用汽车召回事件的案例分析

在本篇个人陈述代写-通用汽车召回事件的案例分析中了解到，通用汽车(General Motors)还应致力于在正式发布之前，立即向客户提供有关汽车规格中任何缺陷的宝贵信息。这当然有助于减少因车辆召回而造成的人员伤亡。通用汽车采取了双重策略，一方面在社交平台上维持正常的商业前景，另一方面通过在线回应来塑造客户的品牌认知。在这方面，社会渗透理论是相关的，因为它有助于发展一种不可预测的关系。试图参与交流的个体会了解他人，然后对具体情况有更好的理解，从而计划如何互动(Tang和Wang, 2012)。当通用汽车未能与愤怒的客户建立有效的沟通时，客户就会求助于社交媒体网站，在页面上发布公开信息。在这里，客户分析了其他客户做了什么，以及他们的行为是否有效。当确定召回问题得到解决后，更多的通用汽车客户开始在社交媒体页面上发布信息。接下来有关个人陈述代写-通用汽车召回事件的案例分析如下：

This model has elucidated a sequential relationship between the sender and the receiver in which each of them takes turns to send or receive information. In the case of GM, the Twitter team and any customer had exchanged messages in turn to ultimately reach a consensus decision and resolution of the recall problem (Mountain, 2017). In one instance, a customer named Joyce Burns had resorted to Facebook to make a complaint at the GM customer care page. He posted a problem of failure to fix his daughter’s Cobalt recall problem on March 2016 at 6:56 pm and the response of the GM customer care was received on March 17 at 7:31 pm with a relevant email to contact the GM social media unit (Goel, 2014). The response is sequential in which the customer had made his post as his turn and was awaiting the turn of GM to reply to his post.
The mode of communication using the social media platforms have been found to be responsiveness and effective as customers have sufficiently received help and support from GM. For example, Donna Genader had failed to communicate with the GM customer service representative over the phone line and thereby posted a complaint on GM’s Facebook page. Customer service representatives of GM had replied to the posts and counter comments in order to address recall related queries and engage the customers in ironing out private messages so that they are able to solve individual problems. In the case of Genader’s daughter, she had received a loaner car against her 2006 Chevrolet Cobalt (Goel, 2014). When GM failed to establish an effective communication with the raging customers, the customers resorted to the social media websites for posting public messages at the pages. Here the customers had analysed what the other customers have done and whether their act was effective. When assurance of resolution of recall queries was ascertained, more of the GM customers started posting messages on social media pages. The social penetration theory states that self-disclosure is important for gaining progress in communication. It is quite evident that companies like GM are aware of the robust public response that would tarnish their company image and so construction of an effective digital communication strategy had proved to be beneficial for GM to regain its communication confidence with the customers (Oleksak, 2005).

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