Social Media

Hansen, Derek L.; Shneiderman, Ben; Smith, Marc A.

doi:10.1016/b978-0-12-382229-1.00002-3

Cited by 225 publications

(159 citation statements)

References 7 publications

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“…Tripadvisor); and photo and video sharing sites (e.g. Youtube) (Hansen et al, 2011;Berthon et al, 2012).…”

Section: Social Media Use As Driver Of Knowledge Management Processesmentioning

confidence: 99%

“…One of the most accepted definitions of Social Media is the one proposed by Kaplan and Haenlein, (2010), which considers it as a group of Internet-based applications that build on the ideological and technological foundations of Web 2.0, and that allows the creation and exchange of User Generated Content. Social Media includes to a set of online tools that supports social interaction between users, facilitating the creation and sharing of knowledge, and transforming monologue (company to customer) into dialog (Hansen et al, 2011).…”

Section: Social Media Use As Driver Of Knowledge Management Processesmentioning

confidence: 99%

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Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation

Lockett

Morales

2015

Baltic Journal of Management

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Purpose – The purpose of this paper is to propose a research model exploring the link between knowledge management processes and customer relationship management (CRM) performance. It seeks to answer two research questions: What are the effective drivers of knowledge management processes in the context of a CRM initiative? Do these processes make a real impact on CRM performance? Design/methodology/approach – The paper is based on data obtained from a sample of 93 service companies located in Spain. The authors conducted a structural equation modeling analysis using PLS to test the proposed hypotheses. Findings – It was observed that both technological and organizational readiness were effective drivers of knowledge management. However, it was contrasted also that the usage of social media tools was not significantly related to knowledge management. Results show a real impact of knowledge management processes on CRM performance, so companies can understand how to implement successfully those initiatives. Research limitations/implications – The main limitations of the study are that it was based on cross-sectional data and that variables were measured based on the perceptions of general managers. Practical implications – Service companies need to invest in technological infrastructures, and create an appropriate organizational climate (top management support, employees commitment) in order to promote effective knowledge management processes, that will enable CRM success, paving the way for the development of marketing innovations. Originality/value – This is the first empirical work that examines in confirmatory way what are the main drivers of knowledge management processes, including in the analysis the impact of both organizational and technological readiness, and considering also the usage of social media tools, in the context of a CRM initiative.

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“…Tripadvisor); and photo and video sharing sites (e.g. Youtube) (Hansen et al, 2011;Berthon et al, 2012).…”

Section: Social Media Use As Driver Of Knowledge Management Processesmentioning

confidence: 99%

Section: Social Media Use As Driver Of Knowledge Management Processesmentioning

confidence: 99%

Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation

Lockett

Morales

2015

Baltic Journal of Management

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“…Network analysis views the world as a series of interconnected pieces. For the purpose of this study, a social network analysis of the #Iam4rhinos tweets will reveal the connections between the people and organisations that participated in the initiative (Hansen et al, 2010). Content analysis is understood as being systematic and objective while providing a detailed examination of communication (Lewis et al, 2013).…”

Section: #Iam4rhinos: Methods and Samplementioning

confidence: 99%

“…Bruns and Burgess (2012) cite the study of activity patterns over time as the simplest way to analyse Twitter data, which entails looking at a number of tweets sent over a specified period and breaking this data down into various categories. Data gathering was conducted using NodeXL, a Microsoft Excel open source software application that supports social network analysis and visualization (Hansen et al, 2010). For the purpose of this study, a stratified sample of tweets featuring #Iam4rhinos sent between 12 September and 22 September 2013 were examined with the purpose of determining who the most influential participants were and ascertaining how the campaign message moved through the Twitter network.…”

Section: #Iam4rhinos: Methods and Samplementioning

confidence: 99%

Online Environmental Activism in South Africa: A Case Study of the #IAM4RHINOS Twitter Campaign

Carew¹

2015

Glob. media j.

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“…In practice, social media serves as a catchall phrase for a conglomeration of web-based technologies and services such as blogs, microblogs, social sharing services, text messaging, discussion forums, collaborative editing tools, virtual worlds, and social networking services (Hansen et al, 2011). Social media became a platform that is broadly used by individuals in order to easily connect and communicate with each other online.…”

Section: Social Mediamentioning

confidence: 99%

Social Media Usage in e-Government: Evidence from Suriname

Samijadi

2017

JPAG

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Social Media has made its' way of playing an important role in e-Government implementation strategies. Many governments include social media as a tool to approach and engage its' citizens, to increase transparency, trust and online participation. Although social media is not yet fully understood by governments on how to effectively utilize social media as a tool to be beneficial to the government and the general public. This research focuses on the Social Media activity of the Government Departments of Suriname. With around 1.9 billion active users, Facebook is one of the largest social media platforms in the world. This study furthers analyzes how active social media accounts are being used by the departments and how online users respond to departmental online activities. In order to achieve the goal of this paper, the 14 social media accounts of Suriname government departments will be taken as a case study. Several accounts indicate that government to citizen engagement show much potential for citizens' active online participation. While the use of social media in e-Government initiatives is a feasible approach to successful implementation, there are still some improvement governments should take into consideration to increase online participation and fulfilling the needs of their citizens.

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Social Media

Cited by 225 publications

References 7 publications

Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation

Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation

Online Environmental Activism in South Africa: A Case Study of the #IAM4RHINOS Twitter Campaign

Social Media Usage in e-Government: Evidence from Suriname

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