Distrust in organization-client relationships in the social media era

Pui Yuen Lee, Kung Wong Lau

Research output: Journal article publicationJournal articleAcademic researchpeer-review


The study of advertising professionals’ roles on building organization-client relationship has received little focused attention in prior research especially in the social media advertising era. This article looks at the change of organization-client relationship in the social media era from advertising professionals’ perspectives. The findings identified a “change” of organization-client relationship in this digital era. This study may not be able to describe the pros and cons of adopting social media advertising; however, it was clear that this perceived misconception on the part of the clients contributed to a degree of distrust in organization-client relationships.

Original languageEnglish
Pages (from-to)1-16
Number of pages16
JournalChange Management
Issue number1
Publication statusPublished - 1 Jan 2020


  • Advertising Professionals
  • Change Management
  • Management Conflicts
  • Social Media

ASJC Scopus subject areas

  • Strategy and Management


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