Due to the digital transformation online service strategies have gained prominence in practice as well as in the theory of service management. This study examines the efficacy of different types of service channels in customer complaint handling. The theoretical framework, developed using complaint handling and social media literature, is tested against data collected from two different channel...

the aim of the present study was to explore the relationship between media literacy and social skills among citizens in isfahan. to this end, a descriptive-correlation methodology was employed. the population under study consisted of all citizens living in isfahan who were reported to be 1796967 persons in 2013. using cochran formula, 384 persons were selected by stratified sampling and were in...

the paper seeks to identify starbuck's experience in using social media, understand how social media is linked to customer knowledge management, and assess how social media services could have contributed to starbucks success. starbucks demonstrates versatility to engage customers and support different part of customer knowledge management strategy through various social media platforms, such a...

Research on information sharing has viewed this activity as essential for informing groups on content relevant to a decision. We propose and examine an alternate function of information sharing, i.e., the social construction of meaning. To accomplish this goal, we turn to social construction, social presence, and task closure theories. Drawing from these theories, we hypothesize relationships a...

With their exceptional interactive and communicative capabilities, Online Social Networks (OSNs) allow destinations and companies to heighten their brand awareness. Many tourist destinations and hospitality brands are exploring the use of OSNs to form brand awareness and generate positive WOM. The purpose of this research is to propose and empirically test a theory-driven model of brand awarene...

Multiple studies in the past have analyzed the role and dynamics of the Twitter social network during real world events. However, little work has explored the content of other social media services, or compared content across two networks during real world events. We believe that social media platforms like Facebook also play a vital role in disseminating information on the Internet during real...

Employing media richness theory, a model is developed to open the black box surrounding the impact of computer-mediated communication systems on decision quality. The effects on decision quality of two important communication system factors, cue multiplicity and feedback immediacy, are examined in light of three important mediating constructs: social perceptions, message clarity, and ability to...

During a disaster, information spreads through social media. Although information that can save lives exists in social media, it can be difficult to find because it is buried under a sea of unverified information. One challenge in improving the use of social media for disaster management is to facilitate the spread of actionable information that improves people’s well-being and at the same time...

Due to a growing skilled worker shortage ever more companies are looking for new and innovative ways of recruiting talent. While first companies have started using social media for recruiting, there is still a lack of research on this topic, in particular on the use of social media for active sourcing. Therefore, this paper investigates, based on a case study at the German Federal Employment Ag...

Social media websites have created valuable opportunities for electronic word of mouth (eWOM) conversations. People are now able to discuss products and services of brands with their friends and acquaintances. The aim of this study is to examine the influence of these conversations in social media on consumers' purchase intentions. For this purpose, a conceptual model was developed based on the...