scholarly journals Introduction to Social Media and E-Business Transformation Minitrack

Author(s):  
Christy M.K. Cheung ◽  
Matthew K.O. Lee ◽  
Christian Wagner
Author(s):  
Aurora Garrido-Moreno ◽  
Nigel Lockett ◽  
Víctor García-Morales

Social media has totally changed the way companies relate to the market, opening a vast array of new opportunities for firms to reinvent customer interactions. The strategic use of platforms like Facebook, Twitter, or YouTube can facilitate business transformation, improving the management of customer relationships, brand image, and enhancing customer retention. Although research on social media has greatly evolved in recent years, there is still some skepticism regarding the real value it can create for firms. To shed light on the topic, drawing on a sample of 212 Spanish hotels, the chapter examines what are the main social media tools used in this sector and what is the impact of using these platforms in promoting customer engagement behaviors. The chapter offers relevant implications for theory and practice.


Author(s):  
Sharon Cox

E-business has changed the external face of many organizations widening and extending access to products and services. This has required large scale changes to be made to business processes to accommodate new ways of working. Social media technologies have introduced a new wave of change through organizational trading networks. Further business transformation is needed to embrace the opportunities and challenges of social media technologies. This chapter presents a framework to help morphing organizations plan the business transformation needed to embed social media technologies within their e-business service provision. Business and technological maturity models are analysed and a set of maturity measures for e-business is proposed. The business transformation needed to embed e-business technology in organizational systems is discussed in two UK manufacturers. Dimensions of business transformation and critical success factors for adopting social media technologies are proposed from these cases.


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