scholarly journals Changing Contexts of Customer Service in the Social Media Era: Challenges and Opportunities for Indian e-tail Industry

2018 ◽  
Vol 17 (4) ◽  
pp. 1-14
Author(s):  
Prasad Kulkarni ◽  
Ajay Inamdar
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Knowledge Creation ◽  
Development Time ◽  
Positive Impact ◽  
Idea Generation ◽  
Feedback Mechanisms ◽  
The Social ◽  
Challenges And Opportunities ◽  
The Impact

The research aims to analyse the impact of social media on customer service provided by the E-tailing companies in India. The analysis depicted that antecedent variables of customer service such as personal greetings, idea generation, loyalty benefits, and feedback mechanisms have a positive impact but they fail to create an impression on the consequence variables such as loyalty development, time efficiency, and knowledge creation. Researchers conclude that the lack of clarity in media vehicles communication, proliferation of e-tailing, and their rivalry create issues among the consumers of E-tail companies.

Do Social Media Matter? Initial Empirical Evidence

2014 ◽  
Vol 29 (2) ◽  
pp. 51-70 ◽  
Author(s):  
Hui Du ◽  
Wei Jiang
Keyword(s):  
Social Media ◽  
Firm Performance ◽  
Positive Impact ◽  
Data Availability ◽  
Social Media Platform ◽  
Media Technologies ◽  
The Social ◽  
Media Platform ◽  
Social Media Presence ◽  
The Impact

ABSTRACT This paper examines the association between firm performance and social media. Based on a sample of S&P 1500 firms, the study finds that firms with a social media presence are more highly valued by the market and have higher future financial performance. Further analysis indicates that the impact of social media on firm performance varies depending on the social media platform involved. Finally, using a restricted sample of Global 100 firms, the study finds some evidence that a higher level of social media engagement is associated with higher firm performance. Overall, these findings provide consistent evidence of the positive impact of social media technologies on firm performance. Data Availability: All data are available from public sources.

scholarly journals Dampak Munculnya Akun Anonim untuk Mengekspresikan Diri

2019 ◽  
Author(s):  
Evi Intan Puspitasari
Keyword(s):  
Social Media ◽  
Research Method ◽  
Positive Impact ◽  
Daily Life ◽  
The Other ◽  
The Public ◽  
The Social ◽  
Twitter Account ◽  
Negative Impacts ◽  
The Impact

Abstract. Nowadays the community considers social media as one of the most important things in daily life. For the social media community is a form of self-editing exporters, for example, many anonymous accounts that violate ethics in their use in social media such as accounts to spread hoaxes, build hatred, and are provocative, but on the other hand anonymous accounts have a positive impact if used wisely. The purpose of this study is to determine the impact of anonymous accounts for the public from the positive and negative sides of using anonymous accounts. The research method used is descriptive qualitative analysis of anonymous accounts on social media and through interviews from several sources with an analysis of positive and negative impacts. The results showed that an anonymous Twitter account can be a medium to pour out your heart through writing. Twitter can be an entertainment for users through uploading posts, photos and videos.

scholarly journals Twitter, Investor Sentiment and Capital Markets: What Do We Know?

2018 ◽  
Vol 10 (8) ◽  
pp. 158
Author(s):  
Heba Ali
Keyword(s):  
Social Media ◽  
Market Efficiency ◽  
Capital Markets ◽  
Emotional Response ◽  
Positive Impact ◽  
Investor Sentiment ◽  
Theoretical Understanding ◽  
The Social ◽  
Media Sentiment ◽  
The Impact

Nowadays, the social media play a central role not only in “de-asymmetrizing” the information between firms and investors but also in influencing the emotional response to this information. The social media have provided firms with the opportunity to construct their image and stimulate significant attention and positive emotional responses (i.e. celebrity firm). Investors also become no longer passive participants; they can now communicate, re-tweet, comment, mention, react to information and express their sentiment/views. Theoretically, this should exert a positive impact on information diffusion and so the market efficiency. However, as the social media also significantly influence the public mood and emotional response to any new information/news, several behavioral explanations contradicting with the concept of market efficiency (e.g. investor sentiment and herding behavior) become more reasonable. The study aims at providing a literature review and synthesis of research on the impact of social media sentiment in the context of capital markets, scrutinizing the theoretical understanding of this impact, underlining the methodological challenges related to extracting the sentiment, and reviewing the main empirical findings on the impact in the context of Twitter and StockTwits, which will enable researchers to evaluate and classify existing studies, obtain useful insight into the theoretical understanding of the impact of social media sentiment, hence spurring further theoretical and empirical research.

scholarly journals Analisis Pemanfaatan Social Commerce bagi UMKM: Anteseden dan Konsekuen

2018 ◽  
Vol 16 (1) ◽  
Author(s):  
Anissa Hakim Purwantini ◽  
Friztina Anisa
Keyword(s):  
Social Media ◽  
Financial Performance ◽  
Customer Service ◽  
Positive Impact ◽  
Small And Medium Enterprises ◽  
Social Commerce ◽  
Media Usage ◽  
Positive Effects ◽  
Medium Enterprises ◽  
The Impact

The purpose of this study is to investigate factors that influence social media usage among small and medium enterprises (SMEs) and the impact on financial and non-financial performance. Convenience sampling was used to collect data. The respondent in this study are owner of SME that use facebook and instagram on their business activities. Based on SEM-PLS analysis, this study revealed that interactivity, cost effectiveness, and trust was identified as factors that motivate the usage social media. Meanwhile, compatibility has no significant effect on social media usage. Social media usage has a strong positive impact on financial performance (sales) and non-financial performance of SMEs in terms of customer service, internal operations, and marketing. In addition, this study indicate that social media usage has no positive effects on perceived impact on innovation.Keywords: social media, SME, performance, inovation,social commerce

Effects of source influence and peer referrals on information diffusion in Twitter

2017 ◽  
Vol 117 (5) ◽  
pp. 896-909 ◽  
Author(s):  
Joseph Kwon ◽  
Ingoo Han ◽  
Byoungsoo Kim
Keyword(s):  
Social Media ◽  
Diffusion Process ◽  
Peer Effects ◽  
Positive Impact ◽  
Social Transmission ◽  
Content Dissemination ◽  
Content Type ◽  
Transmission Process ◽  
The Social ◽  
The Impact

Purpose Social media have attracted attention as an information channel for content generated in heterogeneous internet services. Focusing on social media platforms, the purpose of this paper is to examine the factors behind social transmission with content crossover from other services through hypertext link (URL). The authors investigate the effects of source influence and peer referrals on diffusion outcome and address their variations in the case of content crossover. Design/methodology/approach The authors use a Poisson regression model due to the discrete nature of the dependent variable. The authors conduct an empirical study using 233 million real transaction data generated by 1,203,196 Korean users of Twitter. Findings Source influence and peer referral have a positive impact on cascade size in the content dissemination process. In the case of content crossover, the impact of source influence decreases. However, the impact of peer referrals increases in the process of external content dissemination. Research limitations/implications The authors demonstrate source and peer effects on content diffusion and that these effects vary when shared content is linked from an external service by a URL. Practical implications The findings indicate that firms that wish to diffuse information through social media or enter the social media with new services to provide new ways of creating and sharing content should understand the nature of the social transmission process. Originality/value Given the growing popularity of social media, particularly SNSs with online social networks as information channels, the authors first consider online social transmission as a user-driven diffusion process. Based on social factors in the diffusion process, the authors derive source and peer effects on the social transmission process.

Netizens' behavior towards a blockchain-based esports framework: a TPB and machine learning integrated approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jitendra Yadav ◽  
Madhvendra Misra ◽  
Nripendra P. Rana ◽  
Kuldeep Singh ◽  
Sam Goundar
Keyword(s):  
Social Media ◽  
Positive Impact ◽  
Empirical Relationship ◽  
Integrated Approach ◽  
Equation Modeling ◽  
Content Type ◽  
User Comments ◽  
The Social ◽  
Semantic Orientation ◽  
The Impact

PurposeBased on the concepts confined in Ajzen's theory of planned behavior (TPB), this study investigates users' attitudes towards adoption of a blockchain-based framework in the esports industry that proposes a scheme of rewarding stakeholders for their invested attention along with blockchain technology's inherent protocols.Design/methodology/approachThe present study uses RStudio (Version 1.3.1093) package RedditExtractoR for scraping and analysis of the discussion referring to the keyword “Verasity” on the Reddit website. The final corpus of 1,913 user comments was considered for the study. Sentiment analysis was initially conducted to explore the semantic orientation of the users concerning Verasity. This was followed by generalized equation modeling to analyze the impact of social media attributed to the users' commenting behavior.FindingsThe study found that Redditors, in general, have a positive attitude towards the adoption of a blockchain-based esports platform. This was validated through the empirical findings. The regression model states that there is a significant positive impact of the positivity in the comments over the Redditors' attitude and in their commenting behavior.Originality/valueThis study offers a new understanding of key contributing attributes of sentiment formation over social media concerning a blockchain-based esports framework. The study also establishes an empirical relationship between the social media attributes and the commenting behavior of Redditors. Finally, the current study offers valuable insights into social media engagements and the selection of highly influential Redditors for practicing marketing managers.

THE IMPACT OF SERVICE QUALITY ON BRAND LOYALTY OF DTAC SELULER SERVICE USERS

2017 ◽  
Vol 9 (1) ◽  
Author(s):  
Debby Arisandi
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Brand Loyalty ◽  
Service Industry ◽  
Positive Impact ◽  
Relevant Literature ◽  
Field Research ◽  
Main Research ◽  
The Impact

<p>Purpose- In the GSM seluler telephony sector, the main condition for protecting the subscriber base is to win customer to be loyalty, a key necessity for the maintenance of a brand loyalty in the long term. To achieve this aim, service quality must be measured and identified. This paper’s aim is to measure the effects of service quality towards brand loyalty on DTAC seluler service provider. This study will explore the relationship between service quality and brand loyalty in the seluler service industry.</p><p>Design/methodology/approach- The main research target sample covered 200 seluler phone users in Prince of Songka University, Hatyai campus. Field research was conducted. The questionnaire was formed by a synthesis of existing constructs in relevant literature. Reliability tests, descriptive statistic, and regressions analyses were performed to both confirm scale reliability and answer the research questions. The data were analysed by moderated regression analysis to test the hypotheses.</p><p>Findings- The findings of this study show that an overall service quality directly affects brand loyalty. Network quality, customer service, pricing structure and billing system are the service quality dimensions that have significant positive influence on brand loyalty, which in turn has a significant positive impact on brand loyalty 43,5%. Therefore, it plays a crucial role in winning customer loyalty.</p><p>Originality/value- It is of great importance for seluler operators in a mature market such as that of Thailand, to understand what the drivers of brand loyalty are. The present study produced useful findings, which can be utilized by seluler service provider managers, in their effort to develop and implement successful brand loyalty strategies. With respect to the findings, pricing structure has the most importance than others dimensions of service quality which provides positive outcomes on brand loyalty, not only in the present but also in the future. So, the effect of pricing structure on brand loyalty becomes greater than the effect of others dimenstions of service quality. Therefore, any GSM operator who wishes to preserve its existing subscriber base should concentrate on winning its subscribers’ loyalty, especially for DTAC.</p>Keywords- Seluler Services, Brand Loyalty, Service Quality

New Wars and Their Visual Representation: Dead Bodies without Graves/Mourne

2020 ◽  
Vol 2 ◽  
pp. 1-18
Author(s):  
Tuncay Şur ◽  
Betül Yarar
Keyword(s):  
Social Media ◽  
Visual Representation ◽  
Human Beings ◽  
The Public ◽  
Photographic Images ◽  
War Photography ◽  
New Wars ◽  
The Social ◽  
History Of ◽  
The Impact

This paper seeks to understand why there has been an increase in photographic images exposing military violence or displaying bodies killed by military forces and how they can freely circulate in the public without being censored or kept hidden. In other words, it aims to analyze this particular issue as a symptom of the emergence of new wars and a new regime of their visual representation. Within this framework, it attempts to relate two kinds of literature that are namely the history of war and war photography with the bridge of theoretical discussions on the real, its photographic representation, power, and violence.  Rather than systematic empirical analysis, the paper is based on a theoretical attempt which is reflected on some socio-political observations in the Middle East where there has been ongoing wars or new wars. The core discussion of the paper is supported by a brief analysis of some illustrative photographic images that are served through the social media under the circumstances of war for instance in Turkey between Turkish military troops and the Kurdish militants. The paper concludes that in line with the process of dissolution/transformation of the old nation-state formations and globalization, the mechanism and mode of power have also transformed to the extent that it resulted in the emergence of new wars. This is one dynamic that we need to recognize in relation to the above-mentioned question, the other is the impact of social media in not only delivering but also receiving war photographies. Today these changes have led the emergence of new machinery of power in which the old modern visual/photographic techniques of representing wars without human beings, torture, and violence through censorship began to be employed alongside medieval power techniques of a visual exhibition of tortures and violence.

Social media activity: its impact on career-related perceptions

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Kimberly W. O'Connor ◽  
Kimberly S. McDonald ◽  
Brandon T. McDaniel ◽  
Gordon B. Schmidt
Keyword(s):  
Social Media ◽  
Online Learning ◽  
Career Satisfaction ◽  
Media Use ◽  
Positive Impact ◽  
Amazon Mechanical Turk ◽  
Social Media Use ◽  
Content Type ◽  
The Impact ◽  
Career Benefits

Purpose The purpose of this exploratory study is to examine individual perceptions about the impact that social media use has on career satisfaction and perceived career benefits. We examined whether informal online learning through “typical” types of social media behaviors (e.g. liking a post or messaging another user) and “networking” types of social media behaviors (e.g. endorsing another user, writing recommendations, going “live,” or looking for a job) impacted career-related perceptions. Design/methodology/approach In this study, we analyzed Amazon Mechanical Turk survey data gathered from adult participants (n = 475). We focused our inquiry specifically on two social media sites, Facebook and LinkedIn. We asked participants about their social media use and behaviors, as well as their perceptions of career satisfaction and career benefits related to social media. Findings We found that both typical and networking types of social media behaviors positively predicted the “knowing whom” career competency (defined as career relevant networks and contacts that individuals use to develop their careers) and career satisfaction. Only networking behaviors were positively associated with perceived career benefits of social media use. We further found that LinkedIn users’ career satisfaction was lower compared to non-LinkedIn users. Originality/value This study adds to the small, but growing body of career research focusing on social capital and social media. Our results suggest that informal online learning via social media may have a positive impact on employees’ career-related perceptions.

Should I suggest this YouTube clip? The impact of UGC source credibility on eWOM and purchase intention

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mazzini Muda ◽  
Muhammad Iskandar Hamzah
Keyword(s):  
Social Media ◽  
Structural Equation Modeling ◽  
Purchase Intention ◽  
Structural Equation ◽  
Word Of Mouth ◽  
Source Credibility ◽  
Equation Modeling ◽  
Content Type ◽  
The Social ◽  
The Impact

PurposeIn spite of the increasing organic and interactive marketing activities over social media, a general understanding of the source credibility of voluntary user-generated content (UGC) is still limited. In line with the social identity theory, this paper examines the effects of consumers' perceived source credibility of UGC in YouTube videos on their attitudes and behavioral intentions. Additionally, source homophily theory is included to predict the antecedent of source credibility.Design/methodology/approachThree hundred and seventy two Generation Y respondents were interviewed using snowball sampling. Data were analyzed with component-based structural equation modeling technique of partial least squares-structural equation modeling (PLS-SEM).FindingsFindings confirmed that perceived source credibility indirectly affects purchase intention (PI) and electronic word-of-mouth via attitude toward UGC. Besides, perceived source credibility mediates the effect of perceived source homophily on attitude toward UGC.Practical implicationsSince today's consumers have begun to trust and rely more on UGC than company-generated content on social media when making purchase decisions, companies may reconsider democratizing certain aspects of their branding strategies. Firms may fine-tune their marketing communication budgets – not only just by sponsoring public figures and celebrities but also by nurturing coproductive engagements with independent content creators who are ordinary consumers. Endowed with their imposing credibility, these micro-influencers and prosumers have high potentials to be uplifted to brand ambassadors.Originality/valueWhile consumers' purchase outcome can be measured easily using metrics and analytics, the roles of source homophily in stages leading up to the purchase is still elusive. Drawing on the rich theoretical basis of source homophily may help researchers to understand not only how credibility and attitude are related to PI but also how this nexus generates positive word of mouth among UGC followers within the social media circles.

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