استراتژی‌های ارتباطات بحران در ترمیم وجهه شرکت‌ها مطالعه مقایسه‌ای عملکرد تپسی و اسنپ‌فود در مواجهه با هک سامانه های اطلاعاتی آنها

• IRLeaks، [@IRLeaks] (11، شهریور، 1402). بازیابی شده از https://t.me/irleaks/11
• اجاق، زهرا(1401) شناسایی راهبردهای پاسخ به بحران همه گیری کووید 19 در فضای رسانه ای ایران، فصلنامه ببرسی های مدیریت رسانه، دوره 1، شماره 4، صص 443-461
• اسنپ (1402). گزارش عملکرد ۱۴۰۲. https://snapp.ir/1402-annual-report
• بری هوپت، برینتی و آزودو، لورن(1402) برنامه ریزی ارتباطات بحران: راهبردهایی برای سازمان های غیر دولتی، ترجمه سیروان عبدی، تهران: نشرکارگزاران روابط عمومی.
• غلامی، فرزاد و تقی‌زاده، مهراوه (1401) ارتباطات بحران و رسانه های محلی: چارچوب بندی اخبار سیل 1400در شبکه تلویزونی استانی کرمان، فصلنامه، جامعه، فرهنگ و رسانه، سال یازدهم شماره 43، صص 11-41
• کراندال، ویلیام ریک، پارنل، جان ای و اسپیلان، جان ایی(1396) مدیریت بحران: استراتژی های مدرن ایجاد تیم های مدیریت، قبل و بعد از بحران، ترجمه امید تشت زر، تهران: نشر گرایش تازه.
• مرزوقی، زینب (1402). پاشنه‌آشیل هک بیگ‌دیتاها کجاست. فرهیختگان. https://farhikhtegandaily.com/page/241836/
• منشی‌پور، م. [MMonshipour]. (11، شهریور، 1402). بازیابی شده از <https://x.com/MMonshipour/status/1697967020896137515?t=YxJ7ygyNeJzMlDP1iUkWYA&s=19>
• وبنا (1402) بررسی لایف‌وب از رفتار کاربران؛ اسنپ‌فود هک شد، کاربران توییت کردند و حتی خندیدند. https://webna.ir/39374/
• وزیری، عباس (1402). اسنپ‌فود هک شد!.

https://controladad.com/blog/khbr/snapp-food-hack/

• Allison, R., Pegoraro, A., Frederick, E., & Thompson, A. J. (2020). When women athletes transgress: An exploratory study of image repair and social media response. Sport in Society, 23(6), 1023–1041. https://doi.org/10.1080/17430437.2019.1580266
• Amoroso, D. L., & Chen, Y. A. N. (2017). Constructs Affecting Continuance intention in consumers with mobile financial apps: a dual factor approach. Journal of Information Technology Management, 28(3), 1-24. http://jitm.ubalt.edu/XXVIII-3/article1.pdf

• Benoit, W. L. (1997). Image repair discourse and crisis communication. Public Relations Review, 23(2), 177–186. https://doi.org/10.1016/ S0363-8111(97)90023-0 https://doi.org/10.1016/S0363-8111(97)90023-0
• Benoit, W. L. (2015). Accounts, Excuses, and Apologies: Image Repair Theory and Research. United States: State University of New York Press. https://books.google.com/books/about/Accounts_Excuses_and_Apologies_Second_Ed.html?id=t1TVBAAAQBAJ

• Bentley JM, Oostman KR, Shah SFA. (2018). We’re Sorry But It’s Not Our Fault: Organizational Apologies in Ambiguous Crisis Situations. Journal of Contingencies and Crisis Management 26(1): 138–149. https://doi.org/10.1111/1468-5973.12169
• Bryant, J., Hopton, B., & Azodo, L. (2023). Crisis communication planning: Strategies for non-governmental organizations(S. Abdi, Trans.). Tehran: Public Relations Agents Publishing. (Original work published 2023). (in Persian)
• Cheng, Y., & Cameron, G. (2018). The status of social‐mediated crisis communication (SMCC) research: An analysis of published articles in 2002‐ In L. Austin & Y. Jin (eds.), Social Media and Crisis Communication (pp. 9–20). Routledge. http://dx.doi.org/10.4324/9781315749068-2

• Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761-784. https://doi.org/10.1108/14684520910985710
• Chon, M. G., & Kim, S. (2022). Dealing with the COVID‐19 crisis: Theoretical application of social media analytics in government crisis management. Public Relations Review, 48(3), 102201. https://doi.org/10.1016/j.pubrev.2022.102201
• Coombs, W. T. (2004). Impact of past crises on current crisis communication: Insights from situational crisis communication theory. Journal of Business Communication, 41(3), 265–289. https://doi.org/10.1177/0021943604265607

• Coombs, W. T., Sherry J. Holladay. (2010). The Handbook of Crisis Communication (Handbooks in Communication and Media. Wiley-Blackwell. https://doi.org/10.1002/9781444314885
• Crandall, W. R., Parnell, J. A., & Spillan, J. E. (2017). Crisis management: Modern strategies for building management teams before and after crises(O. Tashtazar, Trans.). Tehran: Geraresh-e Tazeh Publishing. (Original work published 2017) (in Persian). https://www.google.com/url?sa=t&source=web&rct=j&opi=89978449

• Frandsen, F., Johansen, W. (2016). Organizational Crisis Communication: A Multivocal Approach. United Kingdom: SAGE Publications. https://www.researchgate.net/publication/305943066_Organizational_Crisis_Communiication_A_Multivocal_Approach
• Gholami, F., & Taghizadeh, M. (2022). Crisis communication and local media: Framing news coverage of the 2021 floods in Kerman provincial television network. Journal of Society, Culture and Media,  11 (43), 11-41. (in Persian) https://www.jscm.ir/article_158627.html
• Gilpin, D. R., & Murphy, P. J. (2008). Crisis management in a complex world. Oxford University Press. https://academic.oup.com/book/10743

• Howard, J. M. (2020). Trains, Twitter and the social licence to operate: An analysis of Twitter use by train operating companies in the United Kingdom. Case Studies on Transport Policy, 8(3), 812–821. http://dx.doi.org/10.1016/j.cstp.2020.06.002
• Kamboh, S. A., Ittefaq, M., & Jin, Y.(2024). Crisis communication for public organizations: Examining Pakistan Railways' use of information technology and social media for image repair. Journal of Contingencies and Crisis Management, 32, e12496. https://doi.org/10.1111/1468-5973.12496
• Knight, Richard & Nurse, Jason R. C. (2020). A framework for effective corporate communication after cyber security incidents. Computers & Security، 99، 102036،. https://doi.org/https://doi.org/10.1016/j.cose.2020.102036
• Kuipers, Sanneke & Schonheit, Michael. (2021). Data Breaches and Effective Crisis Communication: A Comparative Analysis of Corporate Reputational Crises. Corporate Reputation Review. http://dx.doi.org/10.1057/s41299-021-00121-9
• Heath, Robert & O’Hair, H. Dan. (2010) Handbook of Risk and Crisis Communication. United Kingdom: Taylor & Francis.
• Marzouqi, Z. (2023). Where is the Achilles' heel of big data hacking?Farheekhtegan, https://doi.org/10.4324/9781003070726
• Monshipour, M. [@MMonshipour]. (2023, September 2). [Tweet content in Persian]. Twitter. Retrieved from  https://x.com/MMonshipour/status/1697967020896137515?t=YxJ7ygyNeJzMlDP1iUkWYA&s=19>
• Ojagh, Seyedeh Zahra (2022). Identifying crisis response strategies during the Covid-19 pandemic in the sphere of Iranian Media. Media Management Review, 1(4), 399-417. (in Persian) doi: https://doi.org/10.22059/MMR.2023.355032.1040
• Olaniran, Bolanle & Potter, Andrew & Ross, Katy & Johnson, Brad. (2014). A Gamer's Nightmare: An Analysis of the Sony PlayStation Hacking Crisis. Journal of Risk Analysis and Crisis Response. 4. 151. 10.2991/jrarc.2014.4.3.4. https://doi.org/10.2991/jrarc.2014.4.3.4
• Park, Hanna. 2017. Exploring Effective Crisis Response Strategies. Public Relations Review. https://doi.org/10.1016/j.pubrev.2016.12.001.

• Ruohonen, J., Hjerppe, K., & Kortesuo, K. (2024). Crisis Communication in the Face of Data Breaches. arXiv preprint arXiv:2406.01744. https://doi.org/10.48550/arXiv.2406.01744

• Sellnow, T.L. & Seeger, M.W. (2013). Theorizing Crisis Communication. Wiley. https://books.google.com/books/about/Theorizing_Crisis_Communication.html?id=YGUQEAAAQBAJ
• Spradley, R. Tyler. (2017). Crisis Communication in Organizations. In The International Encyclopedia of Organizational Communication. https://doi.org/10.1002/9781118955567.wbieoc050
• Upadhyay, S., & Upadhyay, N. (2023). Mapping crisis communication in the communication research: what we know and what we don’t know. Humanities and Social Sciences Communications, 10(1), 1-19
• Vaziri, A. (2023). Snappfood was hacked![Article]. https://controladad.com/blog/khbr/snapp-food-hack
• (2023). LifeWeb analysis of user behavior: Snappfood was hacked, users tweeted and even laughed.[Online news article]. Retrieved from https://webna.ir/39374/
• Zhang, J., & Benoit, W. L. (2004). Message strategies of Saudi Arabia's image restoration campaign after 9/11. Public Relations Review, 30(2), 161–167. https://doi.org/10.1016/J.PUBREV.2004.02.006