Customer Complaints in Social Networks in the Spanish Telecommunication Industry

2017 ◽  
pp. 137-158
Author(s):  
Antonia Estrella-Ramón ◽  
Alba Utrera-Serrano
Keyword(s):  
Social Networks ◽  
Content Analysis ◽  
Social Network ◽  
Word Of Mouth ◽  
High Potential ◽  
The Internet ◽  
Telecommunication Industry ◽  
Electronic Word Of Mouth ◽  
Effective Technique ◽  
Customer Complaints

Nowadays social networks have a high potential to disseminate information, positive and negative, of any person, organization or product generating electronic word of mouth through customers' comments and complaints. Consequently, this paper proposes a novel research on the content related to the users' online complaints and seeks to understand the power of social networks as creating electronic word of mouth. For this task, the user-generated social network Critizen is used, especially critiques related to one of the most criticised sectors in Spain, that is, the telecommunication industry. The main results of this paper reveal that content analysis is an effective technique to extract business value from the vast amount of data available on the Internet, and especially in social networks.

Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2020 ◽  
pp. 49-68
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

Storytelling as an Approach to Voice Complaints and eWOM on Social Media/Facebook

2021 ◽  
pp. 1373-1392
Author(s):  
Xiang Ying Mei ◽  
Ingrid K. Bagaas ◽  
Erling K. L. Relling
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Service Recovery ◽  
Recovery Process ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Customer Complaints ◽  
The Social ◽  
Positive Effect

Customer complaints are unavoidable in any businesses and how firms handle such complaints will affect the public's perception of the company's brand and reputation. While storytelling is being embraced by an increasing number of companies as a different way to communicate their brand, many customers are now also using storytelling as an approach to voice their unfavourable experiences on the social media in regards to a particular unsatisfactory purchase as part of electronic word-of-mouth (eWOM). Such creative and humorous complaints serve as a way to cut through the clutter in order to gain the company's attention. Those companies that embrace such complaints by responding in an equally humorous and creative manner as part of their service recovery process will manage to recover their customers as well as their employees. As such posts are often shared publicly on the Internet, they may become viral and thus can create great positive effect on the company's reputation. Hence, it is important to empower the employees to recover the services using untraditional responses.

scholarly journals Social network activity of students in conditions of an epidemiological threat

2021 ◽  
Vol 13 (4) ◽  
pp. 749-757
Author(s):  
Natalia V. Kalinina ◽  
Muliat M. Tkhugo ◽  
Lyudmila P. Shipovskaya ◽  
Svetlana I. Matafonova ◽  
Tatyana L. Khudyakova ◽  
...  
Keyword(s):  
Social Sciences ◽  
Social Networks ◽  
Content Analysis ◽  
Social Network ◽  
Network Activity ◽  
The Internet ◽  
Social Contacts ◽  
Statistical Program ◽  
Observation Method

The period of restrictions on social contacts introduced by the governments of different countries increased the time spent by users in social networks. The paper aims to analyze the Internet activity of students in social networks as a way of overcoming interaction difficulties in the context of an epidemiological threat. The research used the observation method and questionnaires to collect data for this research. The sample for the research consisted of 300 students between ages of 18 and 22, who were purposively sampled. Using content analysis and the statistical program for social sciences, the collected data were analyzed. As a result of the study, it was established that the Internet activity of students in social networks in the context of an epidemiological threat and globalization in general, determines the level of development and the content framework of a person's self-attitude.   Keywords: activity; epidemiological threat; social network; manifestations of activity; self-attitude

scholarly journals ¿Quién haba de ti en internet? Una exploración de la ‘blogosfera’ afín a temas alimenticios = Who talks about you on the internet? An exploration of the food-related ‘blogosphere’

2013 ◽  
pp. 175
Author(s):  
César Sahelices Pinto
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Direct Contact ◽  
Word Of Mouth ◽  
Research Paper ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Redes Sociales ◽  
Internet And Social Media

<p>El consumidor actual de productos alimenticios está cada vez más concienciado con su dieta, su estilo de vida y su presupuesto, y por tanto, está más informado y es más exigente. De ello es testigo internet y los <em>social media, </em>cuyo<em> </em>potencial es enorme. En estas plataformas se relacionan millones de individuos formando redes por las que fluye comunicación ‘boca-oreja’ electrónica de gran repercusión para las empresas. Analizar estas redes sociales y mantener el contacto con ellas permite obtener un valioso <em>feedback</em> para la organización. En este de trabajo de investigación se realiza una exploración de la ‘blogosfera’ relacionada con alimentación, su capacidad de prescripción y su posicionamiento ante la publicidad. Finalmente se consideran diferentes aspectos que dan pie a posibles líneas de investigación futura.</p><p>Today’s consumer is becoming increasingly aware of his/her diet, lifestyle and budget, and is therefore more informed and more demanding. The Internet and social media, whose potential is huge, are faithful witnesses of it. Millions of individuals interact on these platforms, creating networks through which ‘electronic word-of-mouth’ of great impact for companies flows. By analyzing and maintaining direct contact with these social networks, researchers can obtain valuable feedback for the organization. This research paper presents an exploration of the food-related ‘blogosphere’, its prescriptive capacity and positioning towards advertising. Finally, some possible lines of further research are considered.</p>

ANALISA INTERAKSI USER DI MEDIA SOSIAL MENGENAI INDUSTRI FINTECH MENGGUNAKAN SOCIAL NETWORK ANALYSIS (STUDI KASUS: GOPAY, OVO DAN LINKAJA)

2020 ◽  
Vol 4 (3) ◽  
pp. 341-351
Author(s):  
Alisya Putri Rabbani ◽  
Andry Alamsyah ◽  
Sri Widiyanesti
Keyword(s):  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Customer Relationship Management ◽  
Word Of Mouth ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Electronic Word Of Mouth ◽  
Financial Technology

Financial technology (Fintech) mengalami pertumbuhan yang cukup pesat sejak awal kehadirannya di Indonesia. Fintech merupakan industri jasa finansial yang memanfaatkan teknologi sehingga memungkinkan penggunanya melakukan berbagai transaksi keuangan secara digital. Saat ini banyak fintech baru yang bermunculan di Indonesia, sehingga dibutuhkan strategi yg tepat untuk bisa bersaing dgn kompetitor. Analisis interaksi pengguna media sosial, biasa disebut dengan Electronic Word of Mouth (EWOM) dapat memberikan informasi yang dapat mendukung berbagai keputusan bisnis, salah satunya adalah terkait customer engagement. Tujuan dari penelitian ini adalah mengidentifikasi customer engagement yang terbentuk dari hasil implementasi Social Customer Relationship Management (SCRM) yang dilakukan oleh perusahaan. Data yang digunakan dalam penelitian ini adalah data sekunder yang merupakan data tweets berisi interaksi pengguna twitter mengenai 3 fintech di Indonesia yaitu GoPay, OVO, dan LinkAja. Analisis data dilakukan peneliti mengunakan metode social network analysis dengan menghitung properti jaringan dari ketiga objek penelitian. Hasil menunjukkan bahwa LinkAja mebentuk customer engagement lebih optimal lewat implementasi SCRM yang dilakukan perusahaan.  

scholarly journals JORNALISMO REGIONAL NAS REDES SOCIAIS: a cobertura político-eleitoral na fanpage do jornal o estado do Maranhão

2018 ◽  
Vol 4 (6) ◽  
pp. 347-381
Author(s):  
Michele Goulart Massuchin ◽  
Regilson Furtado Borges
Keyword(s):  
Social Networks ◽  
Content Analysis ◽  
Social Network ◽  
Methodological Approach ◽  
The Political ◽  
Redes Sociales ◽  
Digital Part ◽  
Palabras Clave ◽  
The Social ◽  
La Red

Este artigo apresenta uma análise sobre como o jornal O Estado do Maranhão (MA) se apropria da sua página no Facebook como espaço para difundir conteúdo jornalístico. A abordagem metodológica é quantitativa e qualitativa a partir da análise do conteúdo de 608 posts extraídos da fanpage do jornal e de entrevista com a responsável pela versão digital do veículo. A pesquisa tem por objetivo analisar as características dos conteúdos distribuídos pela rede social, especialmente observando o espaço destinado para temas políticos e eleitorais. A análise trabalha com as seguintes características: temas, tema eleitoral, abrangência, valência e interação. Como resultado principal ressalta-se que O Estado do Maranhão concedeu espaço considerável para o tema político-eleitoral, com baixa presença de entretenimento.   PALAVRAS-CHAVE: Jornalismo; redes sociais; eleições.   ABSTRACT This article presents an analysis of how the newspaper O Estado de Maranhão (MA) appropriates the Facebook page as a space for disseminating journalistic content. The methodological approach is quantitative and qualitative from the content analysis of 608 posts extracted from the fanpage of the newspaper and interview with the responsible for digital part of the vehicle. The research aims to analyze the characteristics of the contents distributed by the social network, especially observing the space destined for electoral subjects. The analysis discuses these characteristics: themes, electoral theme, scope and engagement. As a main result, O Estado do Maranhão granted considerable space for the political-electoral theme.   KEYWORDS: journalism; social networks; elections.     RESUMEN Este artículo presenta un análisis sobre cómo el diario El Estado de Maranhão (MA) se apropia de su página en Facebook como espacio para difundir contenido periodístico. El enfoque metodológico es cuantitativo y cualitativo a partir del análisis del contenido de 608 posts extraídos de la fanpage del periódico y de entrevista con la responsable de la parte digital del vehículo. La investigación tiene por objetivo analizar las características de los contenidos distribuidos por la red social, especialmente observando el espacio destinado a temas electorales. El análisis trabaja con las siguientes características: temas, tema electoral, alcance y la relación com os lectores. Como resultado principal se resalta que el Estado de Maranhão concedió espacio considerable para el tema político-electoral.   PALABRAS CLAVE: periodismo, redes sociales, elecciones.  

The Influence of Social Networks on the Choice of a University Brand by Generation Y

2021 ◽  
Vol 4 (62) ◽  
pp. 5-22
Author(s):  
Nargiza Aliyeva ◽  
Gaukhar Mukhamediyeva
Keyword(s):  
Social Networks ◽  
Social Media ◽  
Brand Equity ◽  
Generation Y ◽  
Word Of Mouth ◽  
Social Space ◽  
Electronic Word Of Mouth ◽  
The Impact ◽  
Positive Effect ◽  
University Brand

Social networks are actively penetrating into all spheres of our society. The influence of social media is strongly affected by the younger generation, who spends a lot of time in the virtual social space. The purpose of this study was to study the influence of social networks on the choice of a university brand by representatives of generation Y. The data was collected through an online survey using the Google forms service. The results obtained indicate that social media engagement has a positive effect on brand image. Firm-created and user-generated social media communication have a positive effect on brand equity in Higher Education Institutions. Brand equity positively influences Brand choice intention. The value of this study lies in the fact that it considered the influence of various factors on the formation of the intention of representatives of generation Y to choose brands of universities, taking into account the moderate effect of electronic word of mouth. The results obtained complement the scientific literature on the impact of social media on consumer behavior. The results of this study can help in understanding the choice of students of educational organizations, taking into account the influence of social networks and electronic word of mouth, which can help university marketing departments to promote brands more effectively in the social media space.

PENGARUH ELECTRONIC WORD OF MOUTH (e-WOM) DI MEDIA SOSIAL FACEBOOK TERHADAP KEPUTUSAN PEMBELIAN

2021 ◽  
Vol 14 (1) ◽  
pp. 63-76
Author(s):  
Antonio E.L. Nyoko ◽  
Anthonia Debora Dila Semuel
Keyword(s):  
Social Media ◽  
Word Of Mouth ◽  
Test Reliability ◽  
Coefficient Of Determination ◽  
The Internet ◽  
Electronic Word Of Mouth ◽  
Purchasing Decisions ◽  
Purchasing Decision ◽  
Questionnaire Method ◽  
Word Of Mouth Communication

The development of information technology and the internet is currently developing very widely. This greatly affects the lifestyle of most humans at this time. The internet is an important part of everyday life in terms of accessing existing social media. Changes also occur in WOM (Word Of Mouth) communication. Through e-WOM communication, WOM behavior in social media, consumers can obtain information and exchange opinions about products and services. The purpose of this research is to investigate the effect of e-WOM in social media Facebook towards Purchasing Decision on Muca Cafe Kupang. The variables in this study are the independent variable; e-WOM (Intensity, Valence of Opinion, Content) and the dependent variable; Purchasing Decision. The population in this study were consumers who befriended in social media Facebook with Muca Cafe, with a sample of 100 respondents conducted by purposive sampling method. Data collection techniques in this study using the questionnaire method. The instruments were applied Validity Test, Reliability Test, Classic Assumption Test, and Hypothesis Testing using t-Test and F Test. Data analysis techniques used Descriptive Statistics, Multiple Linear Regression, and Coefficient of Determination. The result of this study indicates e-WOM through social media Facebook has a significant effect on Purchasing Decision. Thus, Muca Café should optimize its social media Facebook to attract many consumers. Keywords: Content, Electronic Word Of Mouth, Intensity, Purchasing Decisions, Valence of Opinion

Using Internet

2017 ◽  
pp. 294-313
Author(s):  
S. Fatemeh Mostafavi Shirazi
Keyword(s):  
Social Network ◽  
Market Share ◽  
Word Of Mouth ◽  
Social Network Sites ◽  
Subject Area ◽  
The Internet ◽  
Tourism Destination ◽  
The Subject ◽  
Source Of Information

This chapter presents the subject area of the Internet as an international form of media and examines related issues. It begins by considering the Internet as a source of information in various forms of social network sites that enables any individual to post their experiences, opinions and evaluations of tourism destination. This provides a summary of the existing state of knowledge concerning to social network sites and word of mouth (WMO) recommendation. In addition, it serves to clarify the associated word of mouth and market share development.

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