Challenges of customer experience management in social commerce: an application of social network analysis

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mona Jami Pour ◽  
Mahnaz Hosseinzadeh ◽  
Narjes Sadat Mansouri
Keyword(s):  
Social Media ◽  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Customer Experience ◽  
Causal Effects ◽  
Social Commerce ◽  
Survey Analysis ◽  
Content Type ◽  
Customer Experience Management

PurposeAs social media applications have turned into popular platforms for interacting with customers, creation of a consistent customer experience in social commerce has attracted the attention of many practitioners and academics. The migration to create and manage customer experience in social commerce has become an essential issue that will bring new challenges for companies. Despite the increasing investment in this area, few studies have been conducted on the challenges of managing customer experience in social commerce. To fill this theoretical gap, the current study aims at comprehensively exploring the main challenges of customer experience management (CEM) in social commerce and investigating their importance and possible effects in relation to each other.Design/methodology/approachUsing the mixed method, first, the main challenges regarding CEM in social commerce were identified by reviewing the related literature. Then the challenges were enriched and categorized by expert opinions. Next, the challenges and the categorizations were confirmed by conducting a survey analysis applying the t-test and the factor analysis method. Afterwards, the main challenges were identified and weighted. Finally, the Social Network Analysis (SNA) approach was applied to investigate the causal relationship network among the challenges.FindingsThe results indicated that the main challenges of CEM in social commerce can be categorized into eight groups. Their weights and causal effects were calculated to identify the high priority challenges. By calculating the main SNA metrics such as degree and betweenness centralities, the high priority challenges of CEM in social commerce were identified. It was revealed that challenges with high out-degree centrality can create many other challenges and those with high betweenness centrality act as intermediary points, through which cause challenges may create effect challenges.Research limitations/implicationsThe research results can help marketers to get a big picture of the challenges to successfully implement CEM in social commerce and select the appropriate migration strategies more effectively. They are further recommended to pay due attention to customers' issues as well as the organizational challenges of CEM in social commerce.Originality/valueSocial media has become a priority for businesses to create and improve the customer experience; yet there is no tool to identify the challenges of CEM in this context. This study addresses the overlooked but critically important area of social commerce. The most important contribution of this research is an attempt to provide a comprehensive and integrated framework of the challenges in implementing CEM in social commerce and explore the causal effects they may have on creation of other challenges using SNA.

scholarly journals Independent publishers and social networks in the 21st century: the balance of power in the transatlantic Spanish-language book market

2020 ◽  
Vol 44 (7) ◽  
pp. 1387-1402
Author(s):  
Ana Gallego-Cuiñas ◽  
Esteban Romero-Frías ◽  
Wenceslao Arroyo-Machado
Keyword(s):  
Social Media ◽  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Latin American ◽  
Global Market ◽  
Spanish Language ◽  
Book Market ◽  
Content Type ◽  
Independent Publishers

PurposeThe present paper uses Twitter to analyze the current state of the worldwide, Spanish-language, independent publishing market. The main purposes are to determine whether certain Latin American Spanish-language independent publishers function as gatekeepers of world literature and to analyze the geopolitical structure of this global market, addressing both the Europe-America dialectic and neocolonial practices.Design/methodology/approachAfter selecting the sample of publishers, the authors conducted a search for their Twitter profiles and located 131; they then downloaded data from the corresponding Twitter APIs. Finally, they applied social network analysis to study the presence of and interaction between the sample of independent publishers on this social media.FindingsThe results provide data-based evidence supporting the hypothesis of some literary critics who suggest that in Latin America, certain publishers act as gatekeepers to the mainstream book market. Therefore, Twitter could be considered a valid source of information to address the independent book market in Spanish. By extension, this approach could be applied to other cultural industries in which small and medium-sized agents develop a digital presence in social media.Originality/valueThis paper combines social network analysis and literary criticism to provide new evidence about the Spanish-language book market. It helps validate the aforementioned hypothesis proposed by literary critics and opens up new paths along which to pursue an interpretative, comparative analysis.

Social media analysis of consumer opinion on apparel supply chain transparency

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Dipali Modi ◽  
Li Zhao
Keyword(s):  
Social Media ◽  
Supply Chain ◽  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Survey Methods ◽  
Community Support ◽  
Apparel Industry ◽  
Media Analysis ◽  
Content Type

PurposeThis study aims to use social network analysis to (1) investigate public opinions on social media regarding apparel supply chain transparency and (2) identify key themes and the major communities discussing apparel supply chain transparency.Design/methodology/approachData mining-based social network analysis was used to investigate the pattern of discussions regarding apparel supply chain transparency on Twitter and Instagram.FindingsBoth Instagram and Twitter networks exhibited high interest in environmental, working condition and community support in apparel supply chain as explained by the moral responsibility framework of corporate sustainability despite the intended theme of the campaign to promote transparency in terms of working conditions specifically. However, some inconsistencies were found regarding the importance of these communities in the network, suggesting that while survey methods hold significance in measuring user intension, the reaction-based user-generated data on social media can be useful to measure users' true behavior. Also, while Twitter network was dominated by knowledge-based messages, the Instagram network had emotion-driven messages.Originality/valueBy conducting this study, the authors will not only contribute to the existing literature of social media usage in the apparel industry but will also provide a foundation for the use of social network analysis to analyze user-generated data on social media, as this method is fairly new in the textile and apparel industry-related research. The authors also wish to help businesses and policy makers identify specific actionable areas where they are lagging and hence further improve their overall performance.

Broadcasting, reacting, engaging – three strategies for CSR communication in Twitter

2014 ◽  
Vol 18 (4) ◽  
pp. 322-342 ◽  
Author(s):  
Michael Etter
Keyword(s):  
Social Media ◽  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Public Relations ◽  
Design Methodology ◽  
Relationship Building ◽  
Content Type ◽  
Csr Communication ◽  
The Social

Purpose – Symmetric communication and relationship building are core principles of public relations, which have been highlighted for CSR communication. The purpose of this paper is to develop three different communication strategies for CSR communication in Twitter, of which each contributes differently to the ideals of symmetric communication and relationship building. The framework is then applied to analyze how companies use the micro-blogging service Twitter for CSR communication. Design/methodology/approach – Social network analysis is used to identify the 30 most central corporate accounts in a CSR Twitter network. Findings – From the social network analysis 40,000 tweets are extracted and manually coded. Anova is applied to investigate differences in the weighting of CSR topics between the different strategies. Originality/value – So far not much is known about how social media, such as Twitter, contribute to the core principles of public relations, if companies use social media to foster symmetric communication and relationship management, or which CSR topics they address.

ANALISIS PERINGKAT TOP BRAND OJEK ONLINE MENGGUNAKAN JEJARING SOSIAL PERCAKAPAN TWITTER

2019 ◽  
Vol 24 (2) ◽  
pp. 88-104
Author(s):  
Ilham Aminudin ◽  
Dyah Anggraini
Keyword(s):  
Social Media ◽  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Path Length ◽  
Average Path Length ◽  
Average Degree ◽  
Clustering Coefficient ◽  
R Programming

Banyak bisnis mulai muncul dengan melibatkan pengembangan teknologi internet. Salah satunya adalah bisnis di aplikasi berbasis penyedia layanan di bidang moda transportasi berbasis online yang ternyata dapat memberikan solusi dan menjawab berbagai kekhawatiran publik tentang layanan transportasi umum. Kemacetan lalu lintas di kota-kota besar dan ketegangan publik dengan keamanan transportasi umum diselesaikan dengan adanya aplikasi transportasi online seperti Grab dan Gojek yang memberikan kemudahan dan kenyamanan bagi penggunanya Penelitian ini dilakukan untuk menganalisa keaktifan percakapan brand jasa transportasi online di jejaring sosial Twitter berdasarkan properti jaringan. Penelitian dilakukan dengan dengan mengambil data dari percakapan pengguna di social media Twitter dengan cara crawling menggunakan Bahasa pemrograman R programming dan software R Studio dan pembuatan model jaringan dengan software Gephy. Setelah itu data dianalisis menggunakan metode social network analysis yang terdiri berdasarkan properti jaringan yaitu size, density, modularity, diameter, average degree, average path length, dan clustering coefficient dan nantinya hasil analisis akan dibandingkan dari setiap properti jaringan kedua brand jasa transportasi Online dan ditentukan strategi dalam meningkatkan dan mempertahankan keaktifan serta tingkat kehadiran brand jasa transportasi online, Grab dan Gojek.

Social network analysis applications in sustainable construction and built environment management: a review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Nandun Madhusanka Hewa Welege ◽  
Wei Pan ◽  
Mohan Kumaraswamy
Keyword(s):  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Built Environment ◽  
Methodological Approach ◽  
Relevant Literature ◽  
Sustainable Construction ◽  
Centrality Measures ◽  
Environment Management ◽  
Content Type

PurposeApplications of social network analysis (SNA) are evidently popular amongst scholars for mapping stakeholder and other relational networks in improving the sustainability of construction activities and the resulting built environment. Nevertheless, the literature reveals a lack of thorough understanding of optimal SNA applications in this field. Therefore, this paper aims to convey a comprehensive critical review of past applications of SNA in this field.Design/methodology/approach95 relevant journal papers were initially identified from the “Web of Science” database and a bibliometric analysis was carried out using the “VOS Viewer” software. The subsequent in-depth review of the SNA methods, focussed on 24 specifically relevant papers selected from these aforesaid 95 papers.FindingsA significant growth of publications in this field was identified after 2014, especially related to topics on stakeholder management. “Journal of Cleaner Production”, “International Journal of Project Management” and “Sustainability” were identified as the most productive sources in this field, with the majority of publications from China. Interviews and questionnaires were the popular data collection methods while SNA “Centrality” measures were utilised in over 70% of the studies. Furthermore, potential areas were noted, to improve the mapping and thereby provide useful information to managers who could influence relevant networks and consequentially better sustainability outcomes, including those enhanced by collaborative networks.Originality/valueCloser collaboration has been found to help enhance sustainability in construction and built environment, hence attracting research interest amongst scholars on how best to enable this. SNA is established as a significant methodological approach to analysing interrelationships and collaborative potential in general. In a pioneering application here, this paper initiates the drawing together of findings from relevant literature to provide useful insights for future researchers to comprehensively identify, compare and contrast the applications of SNA techniques in construction and built environment management from a sustainability viewpoint.

The evolution of the intellectual structure of strategic management between 1980 and 2019

2020 ◽  
Vol 13 (4) ◽  
pp. 503-534
Author(s):  
Mehmet Ali Köseoğlu ◽  
John Parnell
Keyword(s):  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Strategic Management ◽  
Citation Analysis ◽  
Intellectual Structure ◽  
Future Directions ◽  
Content Type ◽  
The Social ◽  
Economic Foundation

PurposeThe authors evaluate the evolution of the intellectual structure of strategic management (SM) by employing a document co-citation analysis through a network analysis for academic citations in articles published in the Strategic Management Journal (SMJ).Design/methodology/approachThe authors employed the co-citation analysis through the social network analysis.FindingsThe authors outlined the evolution of the academic foundations of the structure and emphasized several domains. The economic foundation of SM research with macro and micro perspectives has generated a solid knowledge stock in the literature. Industrial organization (IO) psychology has also been another dominant foundation. Its robust development and extension in the literature have focused on cognitive issues in actors' behaviors as a behavioral foundation of SM. Methodological issues in SM research have become dominant between 2004 and 2011, but their influence has been inconsistent. The authors concluded by recommending future directions to increase maturity in the SM research domain.Originality/valueThis is the first paper to elucidate the intellectual structure of SM by adopting the co-citation analysis through the social network analysis.

scholarly journals Analisis Akun Twitter Berpengaruh terkait Covid-19 menggunakan Social Network Analysis

2021 ◽  
Vol 5 (4) ◽  
pp. 697-704
Author(s):  
Aprillian Kartino ◽  
M. Khairul Anam ◽  
Rahmaddeni ◽  
Junadhi
Keyword(s):  
Social Media ◽  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Information Dissemination ◽  
Interaction Network ◽  
Analysis Method ◽  
The Social ◽  
The World ◽  
High Degree

Covid-19 is a disease of the virus that is shaking the world and has been designated by WHO as a pandemic. This case of Covid-19 can be a place of dissemination of disinformation that can be utilized by some parties. The dissemination of information in this day and age has turned to the internet, namely social media, Twitter is one of the social media that is often used by Indonesians and the data can be analyzed. This study uses the social network analysis method, conducted to be able to find nodes that affect the ongoing interaction in the interaction network of information dissemination related to Covid-19 in Indonesia and see if the node is directly proportional to the value of its popularity. As well as to know in identifying the source of Covid-19 information, whether dominated by competent Twitter accounts in their fields. The data examined 19,939 nodes and 12,304 edges were taken from data provided by the web academic.droneemprit.id on the project "Analisis Opini Persebaran Virus Corona di Media Sosial", using the period of December 2019 to December 2020 on social media Twitter. The results showed that the @do_ra_dong account is an influential actor with the highest degree centrality of 860 and the @detikcom account is the actor with the highest popularity value of follower rank of 0.994741605. Thus actors who have a high degree of centrality value do not necessarily have a high follower rank value anyway. The study ignores if there are buzzer accounts on Twitter.  

scholarly journals Sustainable Tourism Empowered by Social Network Analysis to Gain a Competitive Edge at a Historic Site

2021 ◽  
Vol 2 (4) ◽  
pp. 332-346
Author(s):  
Cathrine Linnes ◽  
Holly Itoga ◽  
Jerome Agrusa ◽  
Joseph Lema
Keyword(s):  
Social Media ◽  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Tourism Industry ◽  
Tourism Destination ◽  
Strategic Direction ◽  
Social Media Platforms ◽  
Hospitality And Tourism Industry ◽  
Effective Use

Social media has had a strong presence in many people’s lives over the last decade. In addition, social media platforms have allowed people to share opinions, provide advice on numerous factors, including where to visit, as well as to stay connected and maintain friendships. The hospitality and tourism industry, however, can make effective use of these powerful tools for marketing purposes, collaboration and information sharing, and service offerings. Reviewing social media followers’ behaviors and interests offers a wealth of information and valuable data for a variety of tourism organizations. This case study focuses on an analysis of the social networks applied to the fortified town of Fredrikstad in Norway. The data used in this research study were collected from the Facebook site of the tourist authority. The results of this research project demonstrate the strengths of applying a social network analysis to a dataset, which can aid in the strategic direction of a tourism destination. The conversations of the greatest interest can successfully be identified as well as the growth of the online network. This paper adds knowledge to the literature through the application of a social network analysis regarding the success of a tourism destination and its future potential.

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