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Managing online crisis-communication response in a South African bank: a comparative analysis

a comparative analysis

Rachel Barker
University of South Africa
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Managing online crisis-communication response in a South African bank: a comparative analysis . (2022). Communicare: Journal for Communication Studies in Africa, 30(2), 27-50. https://doi.org/10.36615/jcsa.v30i2.1662
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  • Submited: October 16, 2022
  • Published: October 17, 2022

Abstract

Deregulation and rapid growth in technology removed entry barriers in the online environment,
thereby forcing financial institutions to transform and at the same time to conquer consumer’s
fear and the perceived risk of fraudulent online transactions. Given the nature of operations and
services in the banking sector, it is relatively amenable to innovative technologies, especially
online banking transactions. Various studies have been conducted on the adoption of self-service
technology, specifically the continued use of this technology, perceived risk in online transactions,
and also purchase intention. However, very little research has examined the management of
online crisis-communication response messages in the online-security sphere. The knowledge
management paradigm constitutes a way in which the acquisition, transfer and assimilation
of information can be effectively used to manage and control messages in an online crisiscommunication response situation, in particular through maximising consumers’ motivation and
capability to act in response to perceived online-transaction risks. Hence, it provides a means
of reliance upon self-motivation and empowerment of individuals to ensure output control and
the safety of online banking transactions. The aim of this paper is to present a comparative
analysis of the knowledge management of online crisis-communication response in respect of
fraudulent banking transactions in one of the top ten banks in South Africa during two specified
time periods. The paper first presents a synopsis of the theoretical underpinning based on an
extensive literature review. The latter focuses on web communication, online crisis-communication
response, fraudulent banking transactions and knowledge management. The methodology, data
analysis and results are subsequently presented. Finally, a discussion of the main results based
on the knowledge-management typologies proposed to manage and control messages in online
crisis-communication response is presented

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How to Cite
Managing online crisis-communication response in a South African bank: a comparative analysis . (2022). Communicare: Journal for Communication Studies in Africa, 30(2), 27-50. https://doi.org/10.36615/jcsa.v30i2.1662

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