scholarly journals An Examination of Social Media Practices that Improve Customer Satisfaction in the B2B Market in the ICT Sector in India

2019 ◽  
Vol 22 (2) ◽  
Author(s):  
Thelma Moses ◽  
Raja Peter ◽  
Vasanthi Peter
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Sampling Frame ◽  
Recent Developments ◽  
Information And Communication ◽  
Use Of Social Media ◽  
Media Firms ◽  
Effective Use ◽  
Transformative Impact ◽  
Media Practices

Recent developments in Information and Communication Technology (ICT) have initiated significant transformation in the way in which B2B firms interact with existing and potential customers. These advancements have a profound impact on the marketing practices of firms. Social media is one of the most important information technology tools which have a transformative impact on business enterprises. It has dramatically influenced businesses and industries in this era. Social connectivity through this online platform has become a key to marketing in firms. Given the exponential increase in the use of social media, firms need to be present where their customers are in order to know the needs of their customers and to satisfy them. The use of social media as a component of a firms’ marketing strategy is widely recognised by marketing practitioners. Also, marketers have embraced the abilities of these online platforms to assist in marketing practices in firms. However, there is limited research that explores the influence of social media usage on customer satisfaction in the B2B sector. This study seeks to fill this gap and examines the influence of social media practices adopted by the ICT firms on customer satisfaction. A web based survey was used to collect data from a sampling frame of ICT firms in India. Analysis shows that social media practices have a positive and significant influence on customer satisfaction. This research makes a distinct contribution to social media literature. It addresses the gap in literature by providing an understanding of the effective use of social media for marketing purposes by the B2B firms in the ICT sector in India. It provides empirical evidence to support that these effective social media practices improves customer satisfaction in these firms.

Polish Firms' Innovation Capability for Competitiveness via Information Technologies and Social Media Implementation

2017 ◽  
pp. 191-222 ◽  
Author(s):  
Androniki Kavoura ◽  
Leszek Koziol
Keyword(s):  
Social Media ◽  
Information And Communication Technologies ◽  
Information Technologies ◽  
Communication Technologies ◽  
Company Performance ◽  
It Capabilities ◽  
Managerial Implications ◽  
Information And Communication ◽  
Use Of Social Media ◽  
Effective Use

This chapter examines the implementation of Information and Communication Technologies (ICTs) as innovative tools and the use of Social Media (SM) by Polish medium and small sized companies. The chapter aims to present the scope and importance of the use of Information Technology (IT) and SM in the process of companies' functioning and management. Presentation of the results of empirical research is another important aim. Companies' assessment of IT tools and SM's effective use as a prerequisite to improve the company performance is also examined. This is an exploratory study based on a sample of 166 southern Polish firms and it adds to the scant literature on firms' internal IT capabilities to support SM. The paper makes a theoretical and practical contribution in that it brings forth the emerging theme of IT resources that small and medium-sized enterprises adapt to their processes. It further examines the SM use from these firms based on the IT technology they implement as a whole. Managerial implications for marketers are provided since findings illustrate the tendency from small and medium-sized Polish companies not to implement ICTs and SM to a full extent and they could further incorporate SM in the firms' advertising and communication campaigns. Limitations and further research are discussed.

The Emergence of Social Media as a Contemporary Marketing Practice

2018 ◽  
pp. 1-20
Author(s):  
T. Solomon ◽  
R. Peter
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Market Research ◽  
Positive Relationship ◽  
Sampling Frame ◽  
Marketing Practice ◽  
Web Based ◽  
Distinct Factor ◽  
Use Of Social Media

In this era of rapid technological change, Social Media has emerged as a key marketing practice in the ICT sector in India. In this chapter, the authors examine the emergence of Social Media as a marketing practice, its application in Relationship Marketing and Market Research and the influence of these on Customer Satisfaction in a B2B market. This research integrates Social Media with the widely prevalent Marketing Management and Relationship Marketing paradigms. A web based survey was used to collect data from a sampling frame of ICT firms in India. Factor analysis evidenced the emergence of Social Media as a unique and distinct factor. It also clearly shows the use of Social Media for Relationship Marketing and Market Research purposes by these ICT firms. Multiple regression analysis showed a significant positive relationship between the independent variables - Social Media, Relationship Marketing and Market Research and the dependent variable Customer Satisfaction.

Polish Firms' Innovation Capability for Competitiveness via Information Technologies and Social Media Implementation

2018 ◽  
pp. 1913-1935
Author(s):  
Androniki Kavoura ◽  
Leszek Koziol
Keyword(s):  
Social Media ◽  
Information And Communication Technologies ◽  
Information Technologies ◽  
Communication Technologies ◽  
Company Performance ◽  
It Capabilities ◽  
Managerial Implications ◽  
Information And Communication ◽  
Use Of Social Media ◽  
Effective Use

This chapter examines the implementation of Information and Communication Technologies (ICTs) as innovative tools and the use of Social Media (SM) by Polish medium and small sized companies. The chapter aims to present the scope and importance of the use of Information Technology (IT) and SM in the process of companies' functioning and management. Presentation of the results of empirical research is another important aim. Companies' assessment of IT tools and SM's effective use as a prerequisite to improve the company performance is also examined. This is an exploratory study based on a sample of 166 southern Polish firms and it adds to the scant literature on firms' internal IT capabilities to support SM. The paper makes a theoretical and practical contribution in that it brings forth the emerging theme of IT resources that small and medium-sized enterprises adapt to their processes. It further examines the SM use from these firms based on the IT technology they implement as a whole. Managerial implications for marketers are provided since findings illustrate the tendency from small and medium-sized Polish companies not to implement ICTs and SM to a full extent and they could further incorporate SM in the firms' advertising and communication campaigns. Limitations and further research are discussed.

The Emergence of Social Media as a Contemporary Marketing Practice

2017 ◽  
pp. 314-333
Author(s):  
T. Solomon ◽  
R. Peter
Keyword(s):  
Social Media ◽  
Customer Satisfaction ◽  
Relationship Marketing ◽  
Market Research ◽  
Positive Relationship ◽  
Sampling Frame ◽  
Marketing Practice ◽  
Web Based ◽  
Distinct Factor ◽  
Use Of Social Media

In this era of rapid technological change, Social Media has emerged as a key marketing practice in the ICT sector in India. In this chapter, the authors examine the emergence of Social Media as a marketing practice, its application in Relationship Marketing and Market Research and the influence of these on Customer Satisfaction in a B2B market. This research integrates Social Media with the widely prevalent Marketing Management and Relationship Marketing paradigms. A web based survey was used to collect data from a sampling frame of ICT firms in India. Factor analysis evidenced the emergence of Social Media as a unique and distinct factor. It also clearly shows the use of Social Media for Relationship Marketing and Market Research purposes by these ICT firms. Multiple regression analysis showed a significant positive relationship between the independent variables - Social Media, Relationship Marketing and Market Research and the dependent variable Customer Satisfaction.

scholarly journals Social Media in an Emergency: Use of Social Media in Rescuing Abducted School Girls in Nigeria

2019 ◽  
Vol 13 ◽  
pp. 67-75
Author(s):  
Muhammad Abdullahi Maigari ◽  
Uthman Abdullahi Abdul-Qadir
Keyword(s):  
Social Media ◽  
Secondary Sources ◽  
The Social ◽  
Security Challenges ◽  
Social Media Platforms ◽  
Information And Communication ◽  
School Girls ◽  
The Government ◽  
Use Of Social Media ◽  
Domestic Assistance

This paper examines the abduction of the schoolgirls in Chibok Local Government Area of Borno State, Nigeria in 2014. The paper examined how the abduction of the schoolgirls generated responses and support for the rescue of the abducted girls from people and organization from different parts of the globe. The Islamists terrorist organization operating in Borno State has attracted the attention of the world since 2009 when they started attacking government establishments and security installations northeast which later escalated to major cities in Northern Nigeria. Methodologically, the paper utilized secondary sources of data to analyze the phenomenon studied. The paper revealed that the development and innovations in information and communication technology which dismantled traditional and colonial boundaries enabled people to express support, solidarity and assist victims of conflict who resides millions of Kilometers away. This shows that Internet-based communications technology has reduced the distance of time and space that characterised traditional mass media. The campaign for the release of the schoolgirls on the social media platforms particularly Twitter and Facebook has tremendously contributed to the release of some of them. Furthermore, the girls freed from abduction have received proper attention: education and reintegration programmes which enable them to start post-abduction life. In this regard, social media has become a tool for supporting the government in moments of security challenges which the Bring Back Our Girls campaign attracted foreign and domestic assistance to Nigeria in the search of the abducted girls and the fight against the Islamist insurgents.

Disconnective intimacies through social media: practices of transnational family among overseas Chinese students in Australia

2019 ◽  
Vol 173 (1) ◽  
pp. 36-52 ◽  
Author(s):  
Xinyu Zhao
Keyword(s):  
Social Media ◽  
International Students ◽  
Family Relations ◽  
Transnational Families ◽  
Cross Border ◽  
Transnational Family ◽  
Use Of Social Media ◽  
Media Practices ◽  
Contemporary Chinese ◽  
Insight Into

This article investigates Chinese international students’ everyday transnational family practices through the use of social media. Specifically, the article highlights the relevance of two interlinked forms of disconnection in these students’ daily negotiations of ambivalent cross-border family relations in an age of always-on connectivity. The first form involves their disconnection from the general public via their creation of intimate spaces on social media that are exclusive to their family members. The second form involves the students detaching themselves from such intimate spaces, often temporarily, to escape and resist familial control and surveillance. I conclude the article by developing the notion of ‘disconnective intimacy’ to conceptualise contemporary Chinese transnational families. This article contributes to the literature on the transnational family by providing an insight into the micro-politics of mediated co-presence through the trope of ‘disconnective practice’.

scholarly journals Medieøkologien i SKAM

2017 ◽  
Vol 6 (2) ◽  
pp. 60-66
Author(s):  
Ruth Grüters ◽  
Knut Ove Eliassen
Keyword(s):  
Social Media ◽  
New Media ◽  
Historical Perspective ◽  
18Th Century ◽  
Media Ecology ◽  
The Other ◽  
Media Platform ◽  
The Media ◽  
Use Of Social Media ◽  
Media Practices

AbstractTo understand the success of SKAM, the series’ innovative use of “social media” must be taken into consideration. The article follows two lines of argument, one diachronic, the other synchronic. The concept of remediation allows for a historical perspective that places the series in a longer tradition of “real time”-fictions and media practices that span from the epistolary novels of the 18th century by way of radio theatre and television serials to the new media of the 21st century. Framing the series within the current media ecology (marked by the connectivity logic of “social media”), the authors analyze how the choice of the blog as the drama’s media platform has formed the ways the series succeeded in affecting and mobilizing its audience. Given the long tradition of strong pedagogical premises in the teenager serials of publicly financed Norwegian television, the authors note the absence of any explicit media critical perspectives or didacticism. Nevertheless, the claim is that the media-practices of the series, as well as the actions and discourses of its followers (blogposts, facebook-groups, etc.), generate new insights and knowledge with regards to the series’ form, content, and practices.

scholarly journals FIKIH MEDIA SOSIAL DI INDONESIA

2020 ◽  
Vol 5 (2) ◽  
pp. 202-225
Author(s):  
Nurul Istiani ◽  
Athoillah Islamy
Keyword(s):  
Social Media ◽  
Islamic Law ◽  
Code Of Ethics ◽  
Freedom Of Expression ◽  
Secondary Data ◽  
Codes Of Ethics ◽  
Primary Data ◽  
Information And Communication ◽  
Main Basis ◽  
Use Of Social Media

This study aims to reveal the philosophical values of Islamic law in the three ethical codes of NetizMu Muhammadiyah. This research is a literature review. The type of Islamic legal research in this study is a philosophical normative Islamic law research with an Islamic legal philosophy approach. The primary data source of this research, namely the NetizMU Muhammadiyah code of ethics), and secondary data using various relevant scientific researches. The theory used is a systems philosophy approach in Islamic law initiated by Jasser Auda.. This study concludes that there are values ​​of Islamic law philosophy in the three NetizMU codes of ethics. First, the value of religious protection (hifz al-din) in the context of making the prophetic social values ​​of religion the main basis for the code of ethics for the use of social media. Second, the value of public benefit (al-maslahat al-ammah) in the code of ethics for the use of social media as a medium for humanization (amar makruf) and liberation (nahi munkar). Third, the value of intellectual protection (hifz al-'aql) in the context of a code of ethics limiting freedom of expression, both in the form of information and communication on social media.

Social Media

2017 ◽  
pp. 29-43
Author(s):  
Gwakisa Andindilile Kamatula
Keyword(s):  
Social Media ◽  
Knowledge Sharing ◽  
Media Technologies ◽  
Government Organizations ◽  
Business Operations ◽  
Policies And Procedures ◽  
Short Period ◽  
Social Media Tools ◽  
Use Of Social Media ◽  
Effective Use

Information sharing via social media has become stylish, fashionable and unavoidable in all walks of life to date. Through Social media tools people can share information quickly and widely within a very short period of time. From desktop research and documentary review, the chapter establishes how effective use of social media can enhance knowledge sharing within government organizations in a bid to generate new possibilities and opportunities for their efficiency in business operations. The chapter concludes by proposing issues to be considered by modern governments as they embrace the proliferation of social media technologies for effective knowledge sharing which is of vital importance for their success. It has however been emphasized on the necessity of developing and implementing social media policies and procedures.

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