Abstract
Although the literature on crisis communication is quite vast, business communication related to global crises (e.g., natural disasters) is largely unexplored. This chapter aims to fill this gap and shed light on brand communication strategies during a pandemic. A netnographic study was carried out with the purpose of identifying brand positioning and communication strategies during the COVID-19 pandemic outbreak and of understanding the engagement of brands' followers during that period. The study included four brands of large Brazilian companies and comprised the analysis of brands' feed on Instagram during the first five weeks of the outbreak in Brazil. Findings enable to identify two distinct profiles: unprepared brands and leading brands. The chapter provides valuable clues for both managers and researchers dealing with crisis communication.

Abstract
In today's highly competitive economy, using technology to increase customer satisfaction is vital for companies. Thus, this article analyzes the relationship between order tracking and customer satisfaction, to answer the following research question: How do order tracking systems influence B2B customer satisfaction with transport companies. A qualitative study was carried out consisting of semi-structured interviews with 12 professionals in the field of logistics with experience in tracking systems in different business sectors. The study was conducted in 2021 in Portugal. According to the opinions collected in the interviews, it was possible to understand that time savings and the speed of obtaining information, among other factors, were the benefits most highlighted by customers, which contribute to satisfaction with logistics companies. Thus, it is concluded that it will be advantageous for transport and logistics companies to provide an order tracking system to their B2B customers, to contribute to the satisfaction and loyalty of these customers, as well as to improve logistics processes.

Abstract
Storytelling is gaining popularity due to its expected ability to earn consumers’ attention and generate positive outcomes such as brand awareness, trust, and customer engagement. However, the effects of digital storytelling campaigns on brands are still insufficiently researched, especially among certain segments such as young adults. Therefore, the main aim of this article is to explore young adults’ views on digital storytelling campaigns, focusing on the determinants of interaction, the impacts on consumer behavior, and the outcomes for brands. By adopting a qual-itative approach, eight focus groups were conducted. Participants were 40 Portuguese consumers and social network site users, aged 19 to 37. The study demonstrates that being posted by a friend makes the content more attractive to one’s attention and increase its chances of further interaction (i.e., liking, sharing and commenting). The study also demonstrates that despite the expected positive emotional impacts of digital storytelling campaigns highlighted in the literature, they can also generate mistrust whenever it is not clear for the consumer how the topic chosen for the story relates to the brand and its products. Moreover, these campaigns may also fail to improve brand’s image if the brand is not conveniently featured in the campaign.

Abstract
Although the literature on crisis communication is quite vast, business communication related to global crises (e.g., natural disasters) is largely unexplored. This chapter aims to fill this gap and shed light on brand communication strategies during a pandemic. A netnographic study was carried out with the purpose of identifying brand positioning and communication strategies during the COVID-19 pandemic outbreak and of understanding the engagement of brands' followers during that period. The study included four brands of large Brazilian companies and comprised the analysis of brands' feed on Instagram during the first five weeks of the outbreak in Brazil. Findings enable to identify two distinct profiles: unprepared brands and leading brands. The chapter provides valuable clues for both managers and researchers dealing with crisis communication. © 2023, IGI Global. All rights reserved.

Abstract
Guerrilla marketing suggests using creative and unexpected messages and channels to stand out in the marketing communication crowd. Despite practitioners' growing interest in the topic, the contributions in the literature are still scarce. This study aims to explore the impacts of guerrilla marketing campaigns on Facebook on brand image and content sharing intentions. Mixed-method research was adopted. The first phase was more exploratory and used focus groups to analyze consumers' perceptions and responses to guerrilla marketing campaigns. It was followed by a quantitative study of 256 Portuguese consumers that answered an online survey after being exposed to a guerrilla marketing campaign on Facebook. Results suggest that customer interaction with guerrilla marketing on Facebook depends on content's characteristics, namely the message appeal. While humour appeal enhances the relationship with customers by increasing the level of interaction, negative appeals (e.g., perceived as offensive) generate adverse reactions. This study also shows that frequent Facebook users are more predisposed to interact with guerrilla marketing content.

Abstract
This article analyzes consumer intentions to purchase cannabis-based skincare cosmetics by considering the role of human values, environmental awareness, and attitudes toward cannabis-based skincare cosmetics and their industrial use. The literature enabled the definition of a set of nine hypotheses, which were tested by a quantitative study with 230 participants from Portugal. Data were collected online in 2021 using snowball sampling. Structural equation modeling and mean difference tests were used for the hypothesis testing. The results suggest that personal values regarding openness to change and conservation indirectly influence the acceptance of cannabis-derived cosmetic products by reinforcing attitudes toward cannabis-based skincare cosmetics, and that environmental awareness influences the intention to purchase cannabis-based skincare cosmetics. This article provides relevant insights for both practitioners and researchers, as it demonstrates that both attitudes toward cannabis-based skincare cosmetics and the attitude toward the use of cannabis by the cosmetic industry predict purchase intentions of cannabis-based skin care cosmetics and therefore, should be considered for the development of the strategy for communicating with consumers. The article also makes some suggestions about the profiles of consumers most willing to buy this type of product, highlighting the role of environmental awareness and human values as strong determinants that influence the purchase intention of cannabis-based skincare cosmetics.