Integrating Social Media and Traditional Modes of Customer Interaction for New B2B Service Development

2021 ◽  
pp. 1-25
Author(s):  
Intekhab (Ian) Alam
Keyword(s):  
Social Media ◽  
Service Development ◽  
Customer Interaction

scholarly journals Secured user Participation in Offline Event Marketing using Location Based Social Network and Participant Interest

2019 ◽  
Vol 8 (2S11) ◽  
pp. 3104-3109
Keyword(s):  
Social Media ◽  
User Participation ◽  
Customer Base ◽  
Event Marketing ◽  
Online Social Media ◽  
Customer Interaction ◽  
The People ◽  
Location Based Social Network ◽  
Social Gathering ◽  
Location Based Social Networks

Online event marketing connects the offline market with the online world. This sends invitation to the people by using the online social media indicating about the offline business which helps for social gathering. This paper gives an idea to the marketers to improve effectiveness by carefully choosing the invitation of sponsored offline events through the location-based social networks. This framework also produces a platform where one user can interact with another through a secured chat channel, thus adding the customer base with customer-customer interaction

Social Media Tools for Quality Business Information

2018 ◽  
pp. 883-912 ◽  
Author(s):  
Sérgio Maravilhas
Keyword(s):  
Decision Making ◽  
Social Media ◽  
Raw Material ◽  
Service Development ◽  
Quality Information ◽  
Work Sharing ◽  
Product Service ◽  
Social Media Tools ◽  
Globalized World

Information, as a tool to reduce uncertainty and to develop knowledge in organizations, is an important aid in the decision-making process and must be of quality to improve its value. We are living in an information society where organizational and personal life are mediated by information and knowledge, with the help of technologies that gather, disseminate, and deliver that raw material to support our decisions. There are several characteristics that describe the quality of information that will allow the analysis of the value of the information used. In the globalized world we are living in, quality information warrants best results when competing with other organizations. Its value is related to the results that it will allow to be obtained and the dependability on its context. Marketing trends and competitive information is needed for clear decision making about what products to develop, for what customers, at what cost, through which distribution channels, reducing the uncertainty that a new product/service development always brings with it. Social Media tools allow the knowledge of competitor's moves and the analysis of trends from the communications exchanged in the networks of individual consumers, making it easy for companies to develop solutions according to their clients and prospects desires. Learning how to extract quality information, unbiased, valuable for business, from these social tools is the aim of this work, sharing with the interested parties some ways of using it for their profit and competitive sustainability.

scholarly journals Dynamics of customer interaction on social media platforms

2016 ◽  
Vol 26 (3) ◽  
pp. 199-202 ◽  
Author(s):  
Ulrike Baumöl ◽  
Linda Hollebeek ◽  
Reinhard Jung
Keyword(s):  
Social Media ◽  
Customer Interaction ◽  
Social Media Platforms

Social media based value creation and business models

2016 ◽  
Vol 116 (8) ◽  
pp. 1820-1838 ◽  
Author(s):  
Sanna Ketonen-Oksi ◽  
Jari J. Jussila ◽  
Hannu Kärkkäinen
Keyword(s):  
Social Media ◽  
Value Creation ◽  
Process Model ◽  
Business Models ◽  
Academic Research ◽  
Research Literature ◽  
Service Development ◽  
Academic Journal ◽  
Content Type ◽  
Customer Services

Purpose The purpose of this paper is to create an organized picture of the current understanding of social media-based value creation and business models. Design/methodology/approach Following the process model presented by Fink (2005), a systematic literature review of academic journal articles published between 2005 and 2014 was conducted. The research was grounded on the theoretical foundations of service-dominant logic. Findings This study offers detailed descriptions and analyses of the major social media mechanisms affecting how value is created in social media-based value networks and the kinds of impact social media can have on present and future business models. Research limitations/implications The study is limited to academic research literature on business organizations, excluding all studies related to public and non-profit organizations. Practical implications Attention is given to developing an in-depth understanding of the functions and concrete value creation mechanisms of social media-based co-creation within the different organizational processes (e.g. in product and service development and customer services) and to updating the related practices and knowledge. Originality/value This study provides new insight into the challenges related to research models and frameworks commonly used for observing value creation, thus highlighting the need for further studies and updates.

Social Media Tools for Quality Business Information

2015 ◽  
pp. 636-662
Author(s):  
Sérgio Maravilhas
Keyword(s):  
Decision Making ◽  
Social Media ◽  
Raw Material ◽  
Service Development ◽  
Quality Information ◽  
Work Sharing ◽  
Product Service ◽  
Social Media Tools ◽  
Globalized World

Information, as a tool to reduce uncertainty and to develop knowledge in organizations, is an important aid in the decision-making process and must be of quality to improve its value. We are living in an information society where organizational and personal life are mediated by information and knowledge, with the help of technologies that gather, disseminate, and deliver that raw material to support our decisions. There are several characteristics that describe the quality of information that will allow the analysis of the value of the information used. In the globalized world we are living in, quality information warrants best results when competing with other organizations. Its value is related to the results that it will allow to be obtained and the dependability on its context. Marketing trends and competitive information is needed for clear decision making about what products to develop, for what customers, at what cost, through which distribution channels, reducing the uncertainty that a new product/service development always brings with it. Social Media tools allow the knowledge of competitor's moves and the analysis of trends from the communications exchanged in the networks of individual consumers, making it easy for companies to develop solutions according to their clients and prospects desires. Learning how to extract quality information, unbiased, valuable for business, from these social tools is the aim of this work, sharing with the interested parties some ways of using it for their profit and competitive sustainability.

Customer information sharing and new service development: is there a link?

2020 ◽  
Vol 33 (2) ◽  
pp. 133-147 ◽  
Author(s):  
Theresia Busagara ◽  
Neema Mori ◽  
Lena Mossberg ◽  
Dev Jani ◽  
Tommy Andersson
Keyword(s):  
Factor Analysis ◽  
Information Sharing ◽  
Equation Modeling ◽  
Service Development ◽  
New Service Development ◽  
Content Type ◽  
Customer Information ◽  
Customer Interaction ◽  
Service Information ◽  
Interaction Behaviors

Purpose The purpose of this paper is to establish the link between customer information sharing and new service development. Design/methodology/approach Through a survey of tourism firms, 295 questionnaires were collected in three large tourism locations in Tanzania. Thereafter, the hypotheses were tested by structural equation modeling (SEM) after undertaking both factor analysis and confirmatory factor analysis. Findings Results indicate that there is a positive association/link between customer information sharing and new service development. The link here expresses the association that exists as customers share information and the extent of use of this information for the firm benefit in facilitating new service development. Specifically, customers post service information and customer interaction behaviors positively support new service development; however, customers’ pre-service information revealed no link. Practical implications These results offer practical evidence that post service information and interaction behaviors form the groundwork for development of new services in service-related organizations. Originality/value These results evidence that customer post service information and customer interaction behaviors form the groundwork for development new services in tourism. Hence, the study strengthens the value co-creation and innovation views in the service arena by extending knowledge in the use of both the service and the customer environment for service improvement.

scholarly journals THE IMPACT OF SOCIAL MEDIA MARKETING ON BRAND LOYALTY: THE MODERATING ROLE OF WORD OF MOUTH

2015 ◽  
Vol 03 (02) ◽  
pp. 60-67
Author(s):  
Ayesha Tariq ◽  
Keyword(s):  
Social Media ◽  
Brand Loyalty ◽  
Word Of Mouth ◽  
Social Media Marketing ◽  
Future Research ◽  
Marketing Practice ◽  
Mediating Role ◽  
Customer Interaction ◽  
The Impact ◽  
Moderating Role

This study is based on such customers who follow at least one brand on the social media in Pakistan. The data was collected through a structured questionnaire from the university students of Pakistan. The results showed that the brand loyalty of the customers is affected in a positive manner when the brand has presence on various platforms of social media. It has been found that customer interaction has a fully mediating role in social media marketing and brand loyalty. Also, the word of mouth has no moderating role on the relationship between customer interaction and brand loyalty. The implications for marketing practice and future research are also discussed.

The power of Social Media in a Pandemic: The Case of Smoke-Free Beijing’s Catering Industry

2021 ◽  
Vol 7 (5) ◽  
pp. 3133-3149
Author(s):  
Xiaoran Tian ◽  
Diederich Bakker
Keyword(s):  
Social Media ◽  
Business Performance ◽  
Home Delivery ◽  
Chinese Government ◽  
Success Factor ◽  
Chinese Consumers ◽  
Customer Interaction ◽  
Health Tracking ◽  
Social Media Platforms ◽  
Free Environment

Purpose: This study examined how the catering business quickly responded and recovered from the threats caused by COVID-19 with the use of social media in Beijing, China. It evidences how various catering businesses in Beijing continued to pursue their businesses after restrictive social distancing measures were imposed. Methodology: Unstructured face-to-face interviews were conducted with nine restaurant managers in Beijing, who worked during both waves of the pandemic in the spring and fall of 2020. Findings: COVID-19 further strengthened the smoke-free law enforcement in Beijing for the catering business. The Chinese consumers were found to replace restaurant consumption with stay-at-home delivery. Caterers consider social media platforms as essential tools for digital-led customer interaction in a pandemic, but also show concerns about the market power of these platforms. The Chinese government successfully implemented its health tracking app into popular local social media platforms in the battle against COVID-19, and enabled businesses to continue functioning. Value: COVID-19 not only disrupts our daily lives, but it has significantly impacted and improved a smoke-free environment, and it has accelerated the catering business to actively embrace technology which led to remarkable innovations. Integrating health tracking apps into popular and highly penetrated social media platforms is considered as one significant success factor for the containment of the coronavirus and a great help in restoring consumer confidence, leading to purchasing action. This research offers a Chinese inside view of the power of social media to enhance customer interaction and business performance even during a pandemic, profiting both businesses and consumers alike. Implications are raised for similar integration of health apps elsewhere.

The Use of Social Media as a Tool to Capture Customer Value and Interaction

2020 ◽  
pp. 35-44
Author(s):  
Husam H. Alharahsheh ◽  
Abraham Pius ◽  
Imad Guenane ◽  
Chad Manian
Keyword(s):  
Social Media ◽  
Customer Value ◽  
Communication Process ◽  
Advantages And Disadvantages ◽  
Customer Interaction ◽  
Social Media Platforms ◽  
Conceptual Explanation ◽  
Use Of Social Media ◽  
Media Channels

The chapter provides in depth theoretical and conceptual explanation of social media as well as firm-customer interaction through social media, highlighting several advantages and disadvantages of their uses. Furthermore, the chapter is supported using a framework relating to the development of social media channels and their uses for firms followed by inclusion of a service-based case study to further support the analysis on the communication process through social media platforms managed by the firm. Finally, the chapter highlights several challenges relevant to firm social media activities followed by key considerations based on the analysis provided in the different sections of the chapter.

Social Media Tools for Quality Business Information

2014 ◽  
pp. 167-193 ◽  
Author(s):  
Sérgio Maravilhas
Keyword(s):  
Decision Making ◽  
Social Media ◽  
Raw Material ◽  
Service Development ◽  
Quality Information ◽  
Work Sharing ◽  
Product Service ◽  
Social Media Tools ◽  
Globalized World

Information, as a tool to reduce uncertainty and to develop knowledge in organizations, is an important aid in the decision-making process and must be of quality to improve its value. We are living in an information society where organizational and personal life are mediated by information and knowledge, with the help of technologies that gather, disseminate, and deliver that raw material to support our decisions. There are several characteristics that describe the quality of information that will allow the analysis of the value of the information used. In the globalized world we are living in, quality information warrants best results when competing with other organizations. Its value is related to the results that it will allow to be obtained and the dependability on its context. Marketing trends and competitive information is needed for clear decision making about what products to develop, for what customers, at what cost, through which distribution channels, reducing the uncertainty that a new product/service development always brings with it. Social Media tools allow the knowledge of competitor’s moves and the analysis of trends from the communications exchanged in the networks of individual consumers, making it easy for companies to develop solutions according to their clients and prospects desires. Learning how to extract quality information, unbiased, valuable for business, from these social tools is the aim of this work, sharing with the interested parties some ways of using it for their profit and competitive sustainability.

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