scholarly journals Perceptions of Personalization in Company-consumer Interactions on Social Network: Experiment Conducted in the Czech Republic

2021 ◽  
Vol 24 (2) ◽  
pp. 153-170
Author(s):  
Ludvík Eger ◽  
Lenka Komárková ◽  
Veronika Zákružná
Keyword(s):  
Social Media ◽  
Social Networking Sites ◽  
Future Research ◽  
Web Pages ◽  
Customer Complaints ◽  
Mediation Analyses ◽  
Brand Communities ◽  
Network Experiment ◽  
Consumer Interactions ◽  
Facebook Pages

Social media has revolutionized the way in which organizations communicate with their customers and stakeholders. Therefore, understanding the characteristics that influence the interactivity and the relationship between an organization and its page visitors is essential for the capability of an organization ability to respond to the current and potential customers on social networking sites in an appropriate manner. The research investigates how companies using brand communities on Facebook influence consumers’ intention to purchase through online interactivity, responsiveness, and personalization. In an online experiment, participants viewed selected records of communication with customers from companies on Facebook pages that differed as to whether and how specifically the companies responded to their consumers. The results were obtained using mediation analyses. These indicate that perceptions of company responsiveness and personalization, based on existing consumer interactions on a Facebook page, influence how participants rated the company, the quality of their own potential company interactions, and the likelihood of them purchasing products from the company in future. The findings of this research also support the assertion that social media has an impact on brand communities as a platform on which consumers interact. Additionally, eye tracking was used to collect data about customers’ activities that assist in understanding how people acquire information from web pages. The research provides a better understanding of which distinct components of a message meaningfully influence perceptions of interactivity. The findings show that marketers should focus on customer complaints as this component of the messages on social media influences the viewer’s visual search. To test other cultural contexts and for further validation of identified relationships, future research could be conducted globally.

scholarly journals Helping others use social media: age stereotypes when estimating learner’s success

2017 ◽  
Vol 8 (1) ◽  
pp. 1 ◽  
Author(s):  
Harvey J. GINSBURG ◽  
Rebecca CAMERON ◽  
Roque V MENDEZ ◽  
Michael WESTHOFF
Keyword(s):  
Older Adults ◽  
Social Media ◽  
Interpersonal Relationships ◽  
Social Networking Sites ◽  
Repeated Measures ◽  
Future Research ◽  
Redes Sociales ◽  
Helping Others ◽  
Medios Sociales ◽  
Internet Networks

ABSTRACT: Social networking sites (SNS) include online products such as Facebook that allow users to build and maintain large interpersonal Internet networks. Older adult users have dramatically increased (Duggan & Smith, 2014). This investigation examined how 212 university undergraduate Facebook users estimated success with helping others use Facebook when learner’s age (20, 40, 60 year olds.) and type of acquaintance (friend or kin) was manipulated in hypothetical scenarios. In these scenarios, a person is identified as KW, described as being a college student much like the participant. KW has 20, 40 or 60 year-old acquaintances, a friend or a kin at each age, all wanting KW’s help learning about social media. This was the only information provided. Qualities and strengths of these interpersonal relationships were not examined. Results from repeated measures 2x3 ANOVA showed a significant main effect for age, but no effect for acquaintance type. Results showed no significant interaction. Although the age demographic above 50 years is the fastest growing SNS group, results showed possible age stereotyping among youth when they assist older adults learning to use SNS. This age effect may be lessened as older adults become more skillful social media users. These findings are limited because of the sample demographics and a lack of identifying qualities of participants’ attributions about the hypothetical friends or relatives. Future research using multiple items per condition might be able to further elucidate how the type of associations between helper and learner, close or distant, positive or negative, would influence outcomes.Ayudando a otros a usar los medios sociales: estereotipos de edad al estimar el éxito del alumnoRESUMEN: Sitios de redes sociales (SNS) como Facebook permiten a usuarios crear y mantener redes de Internet interpersonales. El número de usuarios adultos mayores de edad sigue incrementado (Duggan y Smith, 2014). Esta investigación examinó como 212 estudiantes universitarios usuarios de Facebook calcularon su éxito en ayudar a otros a usar Facebook cuando la edad de la persona a quien ayudaron (20, 40, 60 años) y su conocimiento de la persona a quien ayudaron (amigo o pariente) fue manipulado en escenarios hipotéticos. En estos escenarios, una persona hipotética identificada como KWfue definida como un estudiante universitario al igual que el participante. En cada escenario se supuso que KW tuviera un amigo o pariente de 20, 40 o 60 años de edad quien le pidiera que le enseñara los medios de comunicación social. Esta fue la única información proporcionada. No fueron examinadas las cualidades de estas relaciones interpersonales. Los resultados de un 2X3 ANOVA de mediciones repetidas mostraron un efecto significativo para la edad, pero no para conocimiento. Los resultados no mostraron interacción significativa. Aunque los mayores de edad en encima de 50 años es el grupo demográfico que ha visto el más rápido crecimiento de uso de sitios de redes sociales, los resultados mostraron posibles estereotipos entre los jóvenes hacia estos adultos. Este efecto de edad disminuye si los adultos mayores de edad llegan a ser más hábiles en el uso de los medios sociales. Estos resultados son limitados debido a las características demográficas de la muestra y la falta en identificar las cualidades de atribución hechas por los participantes sobre amigos o familiares hipotéticos. Las investigaciones futuras utilizando varias ítems por condición podrían aclarar cómo las asociaciones entre el ayudante y alumno, y la relación cercana o distante de quien ayuda, podrían influir en los resultados.

scholarly journals Gratitude and Social Media: A Pilot Experiment on the Benefits of Exposure to Others’ Grateful Interactions on Facebook

2021 ◽  
Vol 12 ◽  
Author(s):  
Simona Sciara ◽  
Daniela Villani ◽  
Anna Flavia Di Natale ◽  
Camillo Regalia
Keyword(s):  
Social Media ◽  
Social Networking ◽  
Social Networking Sites ◽  
Ad Hoc ◽  
Satisfaction With Life ◽  
Specific Property ◽  
Well Being ◽  
Future Research ◽  
Subjective Well Being ◽  
Pilot Experiment

Facebook and other social networking sites allow observation of others’ interactions that in normal, offline life would simply be undetectable (e.g., a two-voice conversation viewable on the Facebook wall, from the perspective of a real, silent witness). Drawing on this specific property, the theory of social learning, and the most direct implications of emotional contagion, our pilot experiment (N = 49) aimed to test whether the exposure to others’ grateful interactions on Facebook enhances (a) users’ felt gratitude, (b) expressed gratitude, and (c) their subjective well-being. For the threefold purpose, we created ad hoc Facebook groups in which the exposure to some accomplices’ exchange of grateful messages for 2 weeks was experimentally manipulated and users’ felt/expressed gratitude and well-being were consequently assessed. Results partially supported both hypotheses. Observing others’ exchange of grateful posts/comments on Facebook appeared to enhance participants’ in-person expression of gratitude (i.e., self-reported gratitude expression within face-to-face interactions), but not their direct and subjective experiences of gratitude. Similarly, exposure to others’ grateful messages improved some components of subjective well-being, such as satisfaction with life, but not negative and positive affect. Taken together, however, our preliminary findings suggest for the first time that social networking sites may actually amplify the spreading of gratitude and its benefits. Implications of our results for professionals and future research in the field of health, education, and social media communication are discussed.

Social Media Corporate Policies for Government Organizations

2012 ◽  
pp. 458-474
Author(s):  
Salem Al Shair Al Suwaidi ◽  
Ibrahim Ahmed Elbadawi
Keyword(s):  
Social Media ◽  
United Arab Emirates ◽  
Social Networking Sites ◽  
Future Research ◽  
Government Officials ◽  
Corporate Policies ◽  
Government Organizations ◽  
Key Issues ◽  
Future Research Directions ◽  
Social Media Tools

As government organizations increasingly recognize the fast growth and expanding influence of social media tools such as social networking sites, blogs, and wikis, they start involving in these tools to increase the value delivered to their citizens. Many government organizations have realized the importance of having corporate policies to guide them while involving in these social media tools. The main purpose of this chapter is to present the key lessons learnt from the process of formulating a government-wide social media policy in the United Arab Emirates. This covers how government officials perceive the adoption of social media by government entities, the main barriers face successful adoption of social media, and the key issues need to be covered by social media policies. The authors analyze the collected answers in light of some of the literature available on the topic. They conclude the chapter with a brief summary and recommendations for future research directions.

scholarly journals Assessing the applicability of Hofstede’s cultural dimensions for Global 500 corporations’ Facebook profiles and content

2017 ◽  
Vol 21 (1) ◽  
pp. 51-67 ◽  
Author(s):  
Kevin D. Lo ◽  
Richard D. Waters ◽  
Nicklas Christensen
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Cultural Dimensions ◽  
Media Culture ◽  
Future Research ◽  
Content Type ◽  
Specific Direction ◽  
Global Nature ◽  
The Individual ◽  
Facebook Pages

Purpose The purpose of this paper is to examine how Hofstede’s six cultural dimensions are reflected on the official corporate Facebook pages from 259 organizations on Fortune magazine’s Global 500 list. This is the first attempt to create a conceptualization of Hofstede’s dimensions for organizational social media use. Design/methodology/approach To determine how Facebook is used by the Global 500 corporations, a content analysis was carried out based on the 2013 listing of the highest revenue corporations throughout the world. As a research method, content analysis allows researchers to examine the actual practices of communication by focusing on the information provided through textual and visual messages. Findings The results paint a mixed picture indicating that the global nature of these corporations is echoed in a somewhat similar overall presence on Facebook; but when the individual elements (About Us, updates, and media) are examined, statistical differences emerge in relation to the reflection of the cultural dimensions. Originality/value To the authors’ knowledge, this is the first work to match Facebook behaviors with Hofstede’s dimensions. This work needs to be replicated with other organizations to determine its staying power. In addition, future research might tap into agency and any consciousness on the part of social media managers in a specific direction. Depending on those findings, they might make important statements on the emergence of a global social media culture.

Post popularity and reactions in retail brand pages on Facebook

2019 ◽  
Vol 47 (9) ◽  
pp. 957-973 ◽  
Author(s):  
Ioannis Antoniadis ◽  
Symeon Paltsoglou ◽  
Vasilis Patoulidis
Keyword(s):  
Social Media ◽  
Social Networking Sites ◽  
Marketing Communication ◽  
Interactive Marketing ◽  
Content Type ◽  
Message Length ◽  
Length Increase ◽  
Facebook Pages ◽  
Positive Effect ◽  
Practical Implications

Purpose Social networking sites and Facebook have grown to become an important channel of interactive marketing communication with consumers for retail. The purpose of this paper is to examine the ways posts characteristics and reactions affect post popularity and engagement in retail brands Facebook pages. Design/methodology/approach In total, 18 retail brand pages out of the 120 most popular brand pages on Facebook in Greece are examined for a three months’ period (April–June 2016). In all, 2,627 posts are analyzed with the use of OLS regressions in order to identify the characteristics of posts that increase consumers’ engagement, including the newly introduced reaction feature. Findings The results suggest that richness of content (images and videos) and message length increase the engagement levels and the popularity of posts. Reactions have a positive effect on engagement, and negative reactions stronger than positive reactions, except in sharing. On the other hand, posting time does not seem to have a statistically significant impact on the engagement and popularity of a post. Research limitations/implications The study was conducted during a period that reactions were only recently introduced by Facebook, therefore users and brands may not have been familiarized with their use. Practical implications The study contributes to the understanding of consumer engagement with retail brands’ pages on Facebook and social media, and the ways they use reactions and other ways of interactions with brand posts. The results can provide some insight to retailers on how to achieve higher levels of engagement for their brands through their Facebook pages, improving the effectiveness of social media marketing campaigns. Originality/value The findings contribute in understanding the ways users interact with brand posts in Facebook using reactions, using a number of popularity measures, providing useful insights about reactions, engagement and e-WoM, extending prior research.

#Sponsoring the #FrenchOpen: An Examination of Social Media Buzz and Sentiment

2015 ◽  
Vol 29 (2) ◽  
pp. 184-199 ◽  
Author(s):  
Elizabeth B. Delia ◽  
Cole G. Armstrong
Keyword(s):  
Social Media ◽  
Social Networking Sites ◽  
Positive Relationship ◽  
Future Research ◽  
Case Study Analysis ◽  
Sporting Event ◽  
Sponsorship Effectiveness ◽  
Twitter Users ◽  
Industry Professionals

Scholars have frequently examined sponsorship effectiveness via survey instrument; however, no efforts have been made to gauge sponsorship effectiveness via social networking sites. As a medium for consumer activity and interaction, scholars and industry professionals can leverage social media to monitor the effects of sponsorship in real time, as consumers experience a sporting event. In this exploratory study, we employed a mixed methods study design to examine Twitter users’ discussion of 2013 French Open sponsors during the tennis tournament. We found a weak positive relationship between sponsor-event functional fit and positive sponsor-related sentiment, and a weak positive relationship between a sponsor company’s social media presence and event-related buzz. Through case study analysis, we discovered unintended misrepresentation and activation were apparent drivers of sponsor-related social media conversation during the 2013 French Open. As an emerging area for sponsorship research, we provide suggestions for future research into sponsorship and social media.

scholarly journals Usage of Facebook by Student Leaders in Creating Awareness Regarding Covid-19 in Guwahati

2022 ◽  
Vol 1 (3) ◽  
pp. 1-4
Author(s):  
Farha Yashmin Rohman ◽  
Keyword(s):  
Social Media ◽  
Critical Discourse Analysis ◽  
Social Networking Sites ◽  
Student Leaders ◽  
Young Generation ◽  
The Public ◽  
The Social ◽  
Health Related ◽  
Media Creation ◽  
Facebook Pages

Pandemic like COVID-19 has triggered disruptions in personal and collective lives globally. It is not only a pandemic, but also an Infodemic of misinformation about the virus which raises demand for reliable and trustworthy information. With the advent of social media creation and consumption of news have been changing among the young generation. Student leaders have taken on additional work and assumed new responsibilities by volunteering in their communities and creating awareness among the public about the accuracy of information and measures to be taken against the deadly virus. This study explores the use of Facebook handles by the student leaders of two universities in Guwahati in creating awareness about the health-related messages regarding Covid-19 and its vaccination. The researcher will use critical discourse analysis to evaluate the use of social networking sites by the students’ leaders. To understand the usage by the leaders, Facebook pages of the leaders would be followed and studied backed with unstructured interviews with the leaders to understand the purpose of and pattern of using the social media handles.

A Content Analysis of Creating and Curating Musical Identity on Social Media

2020 ◽  
pp. 312-335
Author(s):  
Julie Derges Kastner
Keyword(s):  
Social Media ◽  
Content Analysis ◽  
Music Education ◽  
Social Networking ◽  
Social Networking Sites ◽  
Online Community ◽  
Teaching And Learning ◽  
Empirical Studies ◽  
Future Research ◽  
Musical Identity

Social networking sites have emerged as a way for musicians to connect, create, and collaborate, and, as a result, they have become important spaces for identity expression and formation. This chapter reveals the findings of a content analysis of 23 empirical studies focusing on social media, identity, and music or music education in order to explore the types of research methods and identity frameworks they employed, emergent themes, and possible avenues for future research. Results of this content analysis revealed three themes: (1) personal expressions of identity, as individuals sought to curate their online identities; (2) identity through social interactions, which often featured a convergence of musical and nonmusical roles; and (3) identity through teaching and learning as individuals participated and found support and encouragement in an online community. Additionally, these studies most commonly used qualitative methods, with several using a cyber ethnographic approach, and a variety of identity frameworks. The chapter closes with suggestions for future research to further explore the evolving expressions of musical identity on social networking sites.

Computing Opinions for Twitter Review Data

2020 ◽  
Vol 17 (9) ◽  
pp. 4360-4363
Author(s):  
S. Tenkale Pallavi ◽  
S. Jagannatha
Keyword(s):  
Social Media ◽  
Social Networking ◽  
Sentiment Analysis ◽  
Social Networking Sites ◽  
Web Pages ◽  
Human Being ◽  
Association Network ◽  
The Social ◽  
Individual Human

Customers and users post their opinions or reviews on social networking sites and it has increased the amount of data WWW. With this users from all over world try to share their opinions and sentiments on the blogging sites every day. Internet is being used in form of web pages, social media, and sometimes blogs which increases online portals sentiments, reviews, opinions, references, scores, and feedbacks are also generated by people. Twitter is the most famous micro-blogging site where users express their opinions in the form of tweets. The user can express their sentiments about various aspects e.g., books, celebrities, restaurants, various products, research, events, etc. All these opinions plays vital roles and they are quite important for various businesses, for government schemes, and for individual human being as well. Still, there are many curbs in mining reviews or opinions and process to calculate them. These limitations have turned into highland in investigating the actual gist of opinions and measuring its polarity. Hence, we recommend an inventive way to compute the sentiments for given reviews or opinions. This recommendation is centered on the social networking sites’ information of various Tweets, a word-emotion-association-network is put up in association to represent opinions and semantics that decides the base for the emotions (sentiment) analysis of opinion or reviews.

What have we learned about social media by studying Facebook? A decade in review

2017 ◽  
Vol 19 (6) ◽  
pp. 968-980 ◽  
Author(s):  
Elizabeth Stoycheff ◽  
Juan Liu ◽  
Kunto A. Wibowo ◽  
Dominic P. Nanni
Keyword(s):  
Social Media ◽  
Social Networking ◽  
Social Networking Sites ◽  
Virtual Communities ◽  
Future Research ◽  
Comprehensive Review ◽  
Academic Context ◽  
The Social ◽  
Media Repertoires

A recent review published by Rains and Brunner documented an overwhelming preponderance of the Facebook brand in scholarship about social networking sites (SNS). This follow-up analysis shows that Facebook is still over-privileged when examining the broader umbrella of social media brands; the social networking hegemon constitutes over half of all scholarship across an array of social media, including SNS, media sharing sites, (micro)blogging platforms, virtual communities, and others. This study builds upon Rains and Brunner’s critiques about the over-reliance on the Facebook brand and calls for more scholarship that examines social media as part of larger media repertoires, is more inclusive of indigenous social media brands and their users, and provides greater diversity in terms of academic context. In doing, it serves as the most comprehensive review of social media scholarship to date. Implications for future research are discussed.

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