scholarly journals Komunikasi Bisnis melalui Social Media Trust guna Meningkatkan Customer Engagement pada Pixy Cosmetic

2021 ◽  
Vol 1 (1) ◽  
pp. 46-53
Author(s):  
Brizky Amalia Utami ◽  
Kurnia
Keyword(s):  
Social Media ◽  
Data Privacy ◽  
Business Communication ◽  
Customer Engagement ◽  
Media Content ◽  
Communication Content ◽  
Interesting Discussion ◽  
Media Trust ◽  
Customer Trust ◽  
Regression Tests

Abstract. Building business communication through Social media trust to increase Customer engagement becomes an interesting discussion. Because nowadays business communication is required to build a sense of trust and intimacy so that customers are willing to engage with the company through social media content. especially with the report that shows a decrease in consumer trust in social media for 41% because the consumer feel their data privacy can be utilized for the company's business purposes. Also with pixy cosmetics company that has a high potential in Social media trust but their social media engagement rate is still below 50%. this study analyzes how Social media trust can be influential in increasing Customer engagement.The purpose of this research is to understand business communication built through Social media trust can be directed to increase Customer engagement. Research using quantitative approach by distributing questionnaires through google form and calculated using SPSS through validity, reliability, and simple linear regression tests. The results of this study showed that Social media trusts proved positive can have implications for the increase in Customer engagement of Pixy Cosmetics. customer trust in the communication content of Pixy Cosmetics social media business will increase Customer engagement. The engaged customers will be willing to read Pixy Cosmetics social media content, willing to engage in interactions, even willing to share Pixy Cosmetics business communication content on their social media. Abstrak. Membangun komunikasi bisnis melalui Social media trust untuk meningkatkan Customer engagement menjadi pembahasan yang menarik. Karena saat ini komunikasi bisnis dituntut untuk membangun rasa kepercayaan dan keakraban sehingga customer bersedia untuk engage dengan perusahaan melalui konten media sosial. terlebih dengan adanya report yang menunjukkan tentang penurunan kepercayaan konsumen terhadap media sosial sebanyak 41% disebabkan konsumen merasa privasi data dapat dimanfaatkan untuk tujuan bisnis perusahaan. Juga dengan perusahaan Pixy Cosmetics yang memiliki potensi Social media trust tinggi tetapi rate engagement media sosialnya masih dibawah 50%. penelitian ini menganalisis bagaimana Social media trust bisa berpengaruh dalam meningkatkan Customer engagement. tujuan penelitian ini adalah untuk memahami komunikasi bisnis yang dibangun melalui Social media trust dapat diarahkan untuk meningkatkan Customer engagement. penelitian menggunakan pendekatan kuantitatif dengan menyebarkan kuesioner melalui google form dan dihitung menggunakan SPSS melalui uji validitas, reliabilitas, dan regresi linear sederhana. Hasil penelitian ini menunjukkan bahwa Social media trust terbukti positif dapat berimplikasi pada peningkatan Customer engagement Pixy Cosmetics. kepercayaan customer terhadap konten komunikasi bisnis media sosial Pixy Cosmetics akan meningkatkan Customer engagement. customer yang engage akan bersedia membaca konten media sosial Pixy Cosmetics, bersedia untuk terlibat dalam interaksi, bahkan bersedia membagikan konten komunikasi bisnis Pixy Cosmetics di media sosial mereka.

scholarly journals Engaging customers through user-and company-generated content on CSR

2019 ◽  
Vol 23 (3) ◽  
pp. 339-372 ◽  
Author(s):  
Alberto Badenes-Rocha ◽  
Carla Ruiz-Mafé ◽  
Enrique Bigné
Keyword(s):  
Social Media ◽  
Mixed Methods ◽  
Hotel Industry ◽  
User Generated Content ◽  
Customer Engagement ◽  
Content Type ◽  
Mixed Methods Approach ◽  
Customer Perceptions ◽  
Customer Trust ◽  
The Impact

Purpose This study aims to analyze the role of corporate social responsibility (CSR) customer perceptions, customer–company identification and customer trust on customer engagement (CE), paying special attention to the moderating effects of two types of social media communication, firm-generated content and user-generated content. Design/methodology/approach The study uses a mixed-methods’ approach. First, a single-factor experiment using Twitter posts as stimuli with 227 hotel guests. The structural model was analyzed using SmartPLS 3.2.7. Second, structured in-depth interviews were undertaken with three hotel industry experts to complement the conclusions of the quantitative study. Findings The results show that when a customer trusts a hotel and identifies with its corporate values, CSR tweets generate CE toward the hotel. CSR communications made by customers reinforce the impact of CSR tweets on customer trust more than CSR tweets posted by hotels. Hotel industry experts give insights to explain these results in different types of hotels. Practical implications CSR communications made through Twitter affect customers’ perceptions of a hotel’s CSR activities and customer trust in hotels, especially if they originate from a source external to the company. This result can be of use for hotel managers who have not previously given importance to active CSR communications or the interactivity of social media. Originality/value The authors show the moderating effect of user-generated content in the relationship between CSR customer perceptions and customer trust, thus contributing to the research into the effectiveness of social media. They use a mixed-methods’ approach to increase the validity of the results.

scholarly journals Social media content and product co-creation: an emerging paradigm

2016 ◽  
Vol 29 (1) ◽  
pp. 7-18 ◽  
Author(s):  
Ashish K. Rathore ◽  
P. Vigneswara Ilavarasan ◽  
Yogesh K. Dwivedi
Keyword(s):  
Social Media ◽  
Product Development ◽  
Product Design ◽  
User Generated Content ◽  
Product Development Process ◽  
Customer Engagement ◽  
Media Content ◽  
Content Type ◽  
Social Media Platforms ◽  
Product Design Process

Purpose – The purpose of this paper is to conceptualise and discuss the possible insights that can be generated for product development by analysing the user-generated content available from various social media platforms. Design/methodology/approach – The paper reviews the role of user generated content in developing products and its features (e.g. appearance and shape). It delineates the directions in which the relationship between social media content and customer oriented concepts evolve while developing successful new products. Findings – The review and arguments presented in this paper suggest that the social media approach adds more value than the traditional approaches for obtaining insights about the products. Availability of users’ opinions and information about existing products provide insights for the improvement in the product design process. Co-creation and self-construal are important components that are based on customer engagement and customer behaviour, respectively, in the product design and development. Practical implications – As social media creates new ways of communication with users, businesses can include users into the product development process to improve and refine their products or for making the next generation of products. Originality/value – This paper suggests a new approach in getting useful insights about the products from user-generated contents. This way of using social media helps businesses to move forward from the traditional product development paradigms.

User and Firm Generated Content on Online Social Media

2016 ◽  
Vol 6 (3) ◽  
pp. 34-49 ◽  
Author(s):  
Abhinita Daiya ◽  
Subhadip Roy
Keyword(s):  
Social Media ◽  
Levels Of Analysis ◽  
Future Research ◽  
Media Content ◽  
Media Communication ◽  
Communication Content ◽  
Online Social Media ◽  
Research Questions ◽  
Social Media Communication ◽  
Level Of Analysis

Social media communication content has gained a lot of interest in e-commerce literature. The present research note explores the scope of social media communication content across content source and levels of analysis. Based on a comprehensive review of 36 empirical papers spanning a decade (2004-2016), the research in social media content source is divided as user generated and firm generated. The levels of analysis are divided into three groups: users and society, platforms and intermediaries and firms and industries. Subsequently, a grid with six cells is created that has the content source (user/firm) on one axis and level of analysis on the other. The findings reveal communication content across users and society to be the most researched area, whereas, platforms and intermediaries being the least researched. Further, a set of future research questions are proposed for content in social media across various levels of analysis.

Marketing communication objectives through digital content marketing on social media

2020 ◽  
pp. 79-104
Author(s):  
Janice J. Nieves-Casasnovas ◽  
Frank Lozada-Contreras
Keyword(s):  
Social Media ◽  
Marketing Strategies ◽  
Brand Awareness ◽  
Digital Content ◽  
Media Content ◽  
Marketing Communication ◽  
Case Study Design ◽  
Multiple Case ◽  
Content Marketing

The purpose of this study was to determine what type of marketing communication objectives are present in the digital content marketing developed by luxury auto brands with social media presence in Puerto Rico, particularly Facebook. A longitudinal multiple-case study design was used to analyze five luxury auto brands using content analysis on Facebook posts. This analysis included identification of marketing communication objectives through social media content marketing strategies, type of media content and social media metrics. Our results showed that the most used objectives are brand awareness, brand personality, and brand salience. Another significant result is that digital content marketing used by brands in social media are focused towards becoming more visible and recognized; also, reflecting human-like traits and attitudes in their social media.

The Use of Social Media by the Botswana Government and Governance of Liquid Communication

Mousaion ◽  
2019 ◽  
Vol 37 (1) ◽  
Author(s):  
Tshepho Lydia Mosweu
Keyword(s):  
Social Media ◽  
Customer Service ◽  
Community Involvement ◽  
Media Content ◽  
Service Access ◽  
Communication Tool ◽  
African Countries ◽  
The World ◽  
The Government ◽  
Use Of Social Media

Social media as a communication tool has enabled governments around the world to interact with citizens for customer service, access to information and to direct community involvement needs. The trends around the world show recognition by governments that social media content may constitute records and should be managed accordingly. The literature shows that governments and organisations in other countries, particularly in Europe, have social media policies and strategies to guide the management of social media content, but there is less evidence among African countries. Thus the purpose of this paper is to examine the extent of usage of social media by the Botswana government in order to determine the necessity for the governance of liquid communication. Liquid communication here refers to the type of communication that goes easily back and forth between participants involved through social media. The ARMA principle of availability requires that where there is information governance, an organisation shall maintain its information assets in a manner that ensures their timely, efficient and accurate retrieval. The study adopted a qualitative case study approach where data were collected through documentary reviews and interviews among purposively selected employees of the Botswana government. This study revealed that the Botswana government has been actively using social media platforms to interact with its citizens since 2011 for increased access, usage and awareness of services offered by the government. Nonetheless, the study revealed that the government had no official documentation on the use of social media, and policies and strategies that dealt with the governance of liquid communication. This study recommends the governance of liquid communication to ensure timely, efficient and accurate retrieval when needed for business purposes.

Motivating Exercise Through Social Media: Is a Picture Always Worth a Thousand Words?

2018 ◽  
Author(s):  
Caitlyn Johnston ◽  
William E. Davis
Keyword(s):  
Social Media ◽  
Individual Differences ◽  
Experimental Design ◽  
Health Behaviors ◽  
Media Content ◽  
Exercise Motivation ◽  
Positive Health ◽  
Content Type ◽  
Within Subjects

In the present study, we examined how the influence of exercise-related social media content on exercise motivation might differ across content type (with images vs. without images) and account type (individual vs. corporate). Using a 2 × 2 within-subjects experimental design, 229 participants viewed a series of 40 actual social media posts across the four conditions (individual posts with images, corporate posts with images, individual posts without images, and corporate posts without images) in a randomized order. Participants rated the extent to which they felt each social media post motivated them to exercise, would motivate others to exercise, and was posted for extrinsic reasons. Participants also completed other measures of individual differences including their own exercise motivation. Posts with images from individuals were more motivating than posts with images from corporations; however, corporate posts without images were more motivating than posts without images from individuals. Participants expected others to be similarly motivated by the stimuli, and perceived corporate posts as having been posted for more extrinsic reasons than individuals’ posts. These findings enhance our understanding of how social media may be used to promote positive health behaviors.

Social media engagement, service complexity, and experiential quality in US hospitals

2020 ◽  
Vol 34 (6) ◽  
pp. 833-845 ◽  
Author(s):  
Youngsu Lee ◽  
Joonhwan In ◽  
Seung Jun Lee
Keyword(s):  
Social Media ◽  
Demographic Data ◽  
Positive Association ◽  
Customer Engagement ◽  
Service Firms ◽  
Multiple Sources ◽  
Cross Sectional ◽  
Content Type ◽  
Social Media Engagement ◽  
Experiential Quality

Purpose As social media platforms become increasingly popular among service firms, many US hospitals have been using social media as a means to improve their patients’ experiences. However, little research has explored the implications of social media use within a hospital context. The purpose of this paper is to investigate a hospital’s customer engagement through social media and its association with customers’ experiential quality. Also, this study examines the role of a hospital’s service characteristics, which could shape the nature of the interactions between patients and the hospital. Design/methodology/approach Data from 669 hospitals with complete experiential quality and demographic data were collected from multiple sources of secondary data, including the rankings of social media friendly hospitals, the Hospital Compare database, the Center for Medicare and Medicaid (CMS) cost report, the CMS impact file, the Healthcare Information and Management Systems Society Analytics database and the Dartmouth Atlas of Health Care. Specifically, the authors designed the instrumental variable estimate to address the endogeneity issue. Findings The empirical results suggest a positive association between a hospital’s social media engagement and experiential quality. For hospitals with a high level of service sophistication, the association between online engagement and experiential quality becomes more salient. For hospitals offering various services, offline engagement is a critical predictor of experiential quality. Research limitations/implications A hospital with more complex services should make efforts to engage customers through social media for better patient experiences. The sample is selected from databases in the US, and the databases are cross-sectional in nature. Practical implications Not all hospitals may be better off improving the patient experience by engaging customers through social media. Therefore, practitioners should exercise caution in applying the study’s results to other contexts and in making causal inferences. Originality/value The current study delineates customer engagement through social media into online and offline customer engagement. This study is based on the theory of customer engagement and reflects the development of mobile technology. Moreover, this research may be considered as pioneering in that it considers the key characteristics of a hospital’s service operations (i.e., service complexity) when discovering the link between customers’ engagement through a hospital’s social media and experiential quality.

scholarly journals Mixed-methods process evaluation of SafeTea: a multimedia campaign to prevent hot drink scalds in young children and promote burn first aid

2020 ◽  
pp. injuryprev-2020-043909
Author(s):  
Laura Elizabeth Cowley ◽  
C Verity Bennett ◽  
Isabelle Brown ◽  
Alan Emond ◽  
Alison Mary Kemp
Keyword(s):  
Social Media ◽  
Mixed Methods ◽  
Young Children ◽  
Process Evaluation ◽  
Behavioural Change ◽  
First Aid ◽  
Multifaceted Intervention ◽  
Media Content ◽  
Educational Videos ◽  
The Uk

ObjectivesSafeTea is a multifaceted intervention delivered by community practitioners to prevent hot drink scalds to young children and improve parents’ knowledge of appropriate burn first aid. We adapted SafeTea for a national multimedia campaign, and present a mixed-methods process evaluation of the campaign.MethodsWe used social media, a website hosting downloadable materials and media publicity to disseminate key messages to parents/caregivers of young children and professionals working with these families across the UK. The SafeTea campaign was launched on National Burns Awareness Day (NBAD), October 2019, and ran for 3 months. Process evaluation measurements included social media metrics, Google Analytics, and quantitative and qualitative results from a survey of professionals who requested hard copies of the materials via the website.ResultsFindings were summarised under four themes: ‘reach’, ‘engagement’, ‘acceptability’ and ‘impact/behavioural change’. The launch on NBAD generated widespread publicity. The campaign reached a greater number of the target audience than anticipated, with over 400 000 views of the SafeTea educational videos. Parents and professionals engaged with SafeTea and expressed positive opinions of the campaign and materials. SafeTea encouraged parents to consider how to change their behaviours to minimise the risks associated with hot drinks. Reach and engagement steadily declined after the first month due to reduced publicity and social media promotion.ConclusionThe SafeTea campaign was successful in terms of reach and engagement. The launch on NBAD was essential for generating media interest. Future campaigns could be shorter, with more funding for additional social media content and promotion.

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