This document discusses a study on perceptions of PTT's social media use from customers' perspectives. It provides background on PTT, describes the literature on perception processes and factors that influence perception. The study aims to understand customers' information perceptions on PTT's social media, identify factors contributing to customers' perceptions, and examine the relationship between perceptions and impacts on PTT service use. The document reviews literature on perception, brand/service perception, social media, and concludes that social media perceptions can have both positive and negative consequences for companies and recommends PTT further develop two-way communication and customer feedback processes.
As one of the important forms of online WOM in a network environment, online reviews represents
the subjective consumer feelings that consumers post after shopping. To avoid the loss caused by mistakes in
decision-making, online reviews with different emotions become one of the important sources of information for
consumers before making purchase decisions. Starting from the emotional tendency of online reviews, this
study, on the basis of previous studies, further explores how it influences the perceived usefulness and purchase
intention of consumers under the moderating effect of consumers' ambivalence attitude and consumption
motivation
This document discusses a study on the effectiveness of social media marketing for promoting new products in technology industries. It includes a literature review on social media marketing and marketing in technology industries. The methodology section notes that the study will examine case studies of Lenovo and Fitbit on Facebook and Twitter through secondary research and statistical data analysis. The goal is to determine if social media can successfully promote new technology products.
Australian Contact Centre Benchmark Report 2018Brad Arsenault
This unique industry report and associated communications programs are a key resource for managers, consultants and suppliers working in the contact centre industry.
The 2018 benchmark report explores current strategic, operational, people and business process issues in the contact centre industry.
Contact Centre Multi-Channel Evolution Webinar 2Brad Arsenault
Fifth Quadrant presents the second of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report. The experts explore and discuss; customer interaction types, the evolution of the multi-channel contact centre and help sort out what the above means for businesses and the industry.
Join Fifth Quadrant’s Head of Consulting, Stephanie Bauer and Catriona Wallace, CEO of Flamingo AI as they take a peek behind the data to expose the opportunities available to your organisation.
Improving the Australian Contact Centre 2018Brad Arsenault
The final of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; operational performance, CX measurement, and staff management and engagement and help sort out what the above mean for businesses and the industry.
The most common service level target for inbound calls is now 80% of calls answered in 30 seconds or less (37%). There is now much more variation in service level targets compared to the trend of 80% of calls answered within 20 seconds that was used most in recent years.
Fifth Quadrant’s Head of Consulting, Stephanie Bauer and Michael Stelzer, Vice President ANZ Verint take a peek behind the data to expose the opportunities available to your organisation.
The document is a research report submitted to Jiwaji University in Gwalior, India. It examines the impact of advertisements on consumer buying behavior in the laptop industry in the Gwalior region. The report includes an introduction, literature review, research methodology, results, and conclusion sections. It uses a survey methodology with a sample size of 100 respondents to understand how advertisements influence consumer decision making when purchasing laptops.
Consumer Buying Behavior for a Smart Phone: A study on young generation in Ko...Sushanka Malakar
The document provides a research report on consumer buying behavior for smartphones among young people in Kolkata, India. It includes an introduction, literature review, objectives, research methodology, limitations, data analysis, findings, future scope, conclusion, and references. The literature review discusses consumer decision-making models and the external and internal factors that influence consumer behavior, such as culture, demographics, social status, reference groups, and family. It focuses on the Hawkins, Best, and Coney model of consumer behavior. The research aims to analyze the factors influencing consumers' smartphone purchase decisions and examine attitudes toward brands.
As one of the important forms of online WOM in a network environment, online reviews represents
the subjective consumer feelings that consumers post after shopping. To avoid the loss caused by mistakes in
decision-making, online reviews with different emotions become one of the important sources of information for
consumers before making purchase decisions. Starting from the emotional tendency of online reviews, this
study, on the basis of previous studies, further explores how it influences the perceived usefulness and purchase
intention of consumers under the moderating effect of consumers' ambivalence attitude and consumption
motivation
This document discusses a study on the effectiveness of social media marketing for promoting new products in technology industries. It includes a literature review on social media marketing and marketing in technology industries. The methodology section notes that the study will examine case studies of Lenovo and Fitbit on Facebook and Twitter through secondary research and statistical data analysis. The goal is to determine if social media can successfully promote new technology products.
Australian Contact Centre Benchmark Report 2018Brad Arsenault
This unique industry report and associated communications programs are a key resource for managers, consultants and suppliers working in the contact centre industry.
The 2018 benchmark report explores current strategic, operational, people and business process issues in the contact centre industry.
Contact Centre Multi-Channel Evolution Webinar 2Brad Arsenault
Fifth Quadrant presents the second of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report. The experts explore and discuss; customer interaction types, the evolution of the multi-channel contact centre and help sort out what the above means for businesses and the industry.
Join Fifth Quadrant’s Head of Consulting, Stephanie Bauer and Catriona Wallace, CEO of Flamingo AI as they take a peek behind the data to expose the opportunities available to your organisation.
Improving the Australian Contact Centre 2018Brad Arsenault
The final of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; operational performance, CX measurement, and staff management and engagement and help sort out what the above mean for businesses and the industry.
The most common service level target for inbound calls is now 80% of calls answered in 30 seconds or less (37%). There is now much more variation in service level targets compared to the trend of 80% of calls answered within 20 seconds that was used most in recent years.
Fifth Quadrant’s Head of Consulting, Stephanie Bauer and Michael Stelzer, Vice President ANZ Verint take a peek behind the data to expose the opportunities available to your organisation.
The document is a research report submitted to Jiwaji University in Gwalior, India. It examines the impact of advertisements on consumer buying behavior in the laptop industry in the Gwalior region. The report includes an introduction, literature review, research methodology, results, and conclusion sections. It uses a survey methodology with a sample size of 100 respondents to understand how advertisements influence consumer decision making when purchasing laptops.
Consumer Buying Behavior for a Smart Phone: A study on young generation in Ko...Sushanka Malakar
The document provides a research report on consumer buying behavior for smartphones among young people in Kolkata, India. It includes an introduction, literature review, objectives, research methodology, limitations, data analysis, findings, future scope, conclusion, and references. The literature review discusses consumer decision-making models and the external and internal factors that influence consumer behavior, such as culture, demographics, social status, reference groups, and family. It focuses on the Hawkins, Best, and Coney model of consumer behavior. The research aims to analyze the factors influencing consumers' smartphone purchase decisions and examine attitudes toward brands.
This document summarizes a study on social media's perception of PTT Public Company Limited (PTT), Thailand's national energy company. The study found that most social media users have a positive perception of PTT based on good service at gas stations and quality products. However, some find PTT's communications about energy issues to be too technical. The document concludes that PTT should simplify information for the public and make more use of social media to engage in two-way communication.
The objective of this research is 1) to study social media usage behavior of the elderly and 2) to
examine the relationship between factors of the social media usage behavior of the elderly in Surat Thani
Province, Thailand. The data were collected from selected elderly aged 60 years and older in Surat Thani
Province. The number of the sample in this study was 400. The questionnaire was used as a tool to collect the
data. Statistics used were frequency, percentage, mean, standard deviation, and Chi-Square
IMPACT OF SOCIAL MEDIA MARKETING ON PURCHASE INTENTIONlobnaqassem
This study examined the impact of social media marketing on purchase intention and brand loyalty in Indonesia's banking industry. A survey of 286 respondents was conducted. The results found:
1) Social media marketing has a positive impact on both purchase intention and brand loyalty. Customers who engaged more with banks on social media were more likely to purchase from and remain loyal to those banks.
2) Purchase intention also positively impacts brand loyalty. Customers with a stronger intention to purchase from a bank in the future were more loyal to that bank's brand.
3) All hypotheses were supported, providing insights for both research and practice. Social media marketing can influence customer purchasing behaviors and long-term loyalty to bank brands in Indonesia.
As leaders we understand that our job is to possibly idolize and c.docxfestockton
As leaders we understand that our job is to possibly idolize and carry out the impossible. Healthcare managers primary role is to manage and maintain stabilization. One of the main issues that effects healthcare is intelligence taking over an organization in a setting where elderly people can barely function coherently alone. Quest Diagnostics has switched over to electronically checking in on a kiosk system. MyQuest benefits a patient to receive their results on a portal, without going through the hassle of contacting your doctor or avoiding anxiety throughout the wait for a call back. Is this change saving a hassle or enhancing complications and trouble in an organization?
Change can be hard for some and easy for others. To the healthcare professional manager a change in a structured system may benefit the pace and results of outcomes at this organization. To the patient it may be an additional loop hole in the obstacle course they are not in favor of. The problem initiates when there’s order put in place to carry out new solutions effectively and there’s a complaint and the manager has to see how to satisfy this one customer out of a million because this too can be the rise or fall of an appointment. Managers should stand on what they believe is a better system that works for the majority and not bend it for any reason. Once there’s a tweak in the system it opens up a hole for everyone to think rules will be bent if there’s a complaint. We should question our thinking and communicate effectively with all other leadership to create the most effective system to please as much of the patients as possible. We can not please every human and doing cover ups or quick fixes creates a catastrophe.
Most doctors that have been practicing for years are used to coding manually and paper charts. Recently in the past two years all healthcare settings are forced to switch to icd coding, a new set of codes that are put in place to take the old ones that had been used for years out. This helps the specifications of the patient condition to easily communicate with the patients insurance and lessens the use of multiple codes. This also alters the doctors practice when they are still using paper orders and charts and haven’t learned the codes correctly so are causing patients to be billed by insurance.
When critically analyzing the solution to this problem we should use the problem-solving skills of asking the 5 whys. In a fast past setting we usually like to immediately fix the problem in the area or satisfy the majority. This can result to quick fixes which is like only placing a band aid over a bullet wound. Longterm this result can be detrimental to the organization. Quick fixes should be avoided as much as possible by healthcare management or anyone in leadership.
· Stephens, J. H., & Ledlow, G. R. (2010). Real healthcare reform: Focus on primary care access. Hospital Topics, 88(4), 98–106.
· Cliff, B. (2012). Excellence in patient satis ...
20141221_005510.jpg
__MACOSX/._20141221_005510.jpg
20141221_005537.jpg
__MACOSX/._20141221_005537.jpg
20141221_005553.jpg
__MACOSX/._20141221_005553.jpg
20141221_005602.jpg
__MACOSX/._20141221_005602.jpg
20141221_005607.jpg
__MACOSX/._20141221_005607.jpg
20141221_005615.jpg
__MACOSX/._20141221_005615.jpg
Multi-channeling and the use of
Social Media by companies of the
Service and Product typology
A research conducted by a third year student Information Science 2012-2013 of the University of
Amsterdam for his bachelor thesis.
Student: Mentor: Second assessor:
Martijn van Tongeren A.M. Stolwijk
6288413 / 10002376
……………….……….. ……………………………… ……………………………….
Date: June 21, 2013
Abstract
The importance of social media for companies has been stressed by many researchers. Many
researchers have also discussed the differences and similarities between product and service. These
two things can be seen as the starting point of this research, which looked for differences and
similarities in multi-channeling and the use of social media by companies from both typologies.
Drawing on a sample of 384 randomly chosen companies, the results demonstrated that there is a
significant difference in the use of social media between the two typologies. We recommend the use
of social media tools and discuss why it can be of great value for both typologies.
1 Introduction
“Do you already like us on Facebook?” and “Are you following us on Twitter?” are questions
people encounter daily while browsing the internet, reading the newspaper, or watching television.
Many research papers have stressed the importance and value of social media for organizations
today (Wilson et al, 2011; Kaplan & Haenlein, 2010; Laroche et al, 2013; Lukes, 2010). The
importance of social media for companies is not only indicated by writing about the new possibilities
of social media, but also by identifying shifts in the use of existing concepts. Such a shift has
happened, for instance, with the term Willingness To Pay (WTP) which is commonly used term in
organizational and marketing literature. Instead of searching for the WTP, companies are now
searching for the Willingness to Participate (Parent et al, 2011). Goals concerning advertising,
organizing contests, distributing information, building communities etc. have been made easier for
companies by social media like Facebook, Twitter and Youtube.
Social media can both be internally and externally of significant importance for companies.
Internally, social media can play a role as social tool for knowledge sharing (Sultan, 2012). It is stated
in a research conducted by Cross et al (2001) that employees often prefer asking work-related advice
informally to colleagues rather than looking up information in a system. Externally, Social Media can
contribute very well to the Customer Relationship Management(CRM) activities of a company. With.
Here are some potential pros and cons of bitcoin:
Pros:
- Decentralized: No single entity controls the bitcoin network or currency supply. Transactions occur peer-to-peer without an intermediary.
- Pseudonymous: Users can transact without revealing personal identifying information.
- Borderless: Bitcoin can be used globally without restrictions of geography or regulation.
- Limited supply: Only 21 million bitcoins can ever be created according to its coding, unlike fiat currencies which face inflation.
Cons:
- Volatility: Bitcoin prices are highly volatile and fluctuate greatly on a daily basis.
- Anonymity: The pseudonymous nature can enable criminal activity like money laundering and ill
92 Journal of Computer Information Systems Fall 2014USING .docxevonnehoggarth79783
92 Journal of Computer Information Systems Fall 2014
USING SOCIAL TECHNOLOGIES
FOR COMPETITIVE ADVANTAGE:
IMPACT ON ORGANIZATIONS AND HIGHER EDUCATION
JERETTA HORN NORD JOANNA PALISZKIEWICZ ALEX KOOHANG
Oklahoma State University Warsaw University of Life Science Middle Georgia State College
Stillwater, OK Warsaw, Poland Macon, Georgia
ABSTRACT
The number of individuals engaging in social technologies
for both personal and business reasons is staggering. This
phenomenon is growing exponentially and fast becoming an
integrated, cross platform experience which will impact every
individual online. Social technologies used specifically by
organizations for business support, the purposes and the benefits
realized are addressed in this paper. Based on research results and
a review of related literature, two issues are addressed: 1) How
organizations can rethink their social strategy to gain competitive
advantage; and 2) How social technologies education should be
incorporated into the curriculum so students are prepared for life
beyond graduation.
Keywords: Social Technologies; Social Technology; Social
Media; Facebook; Twitter; LinkedIn; YouTube; Curriculum;
Education; Social Strategy, Organizations
INTRODUCTION
“When it comes to social tech, playtime is over. The changes
that will come because of these technologies will be far-
reaching, fast, and dramatic. Social tech is not just a few Internet
applications or platforms. It is a broad movement that already
includes hundreds of companies, each of which provides a unique
service.” [10] Klososky [10] categorizes social technology to
include social relevance, social media, and social networking.
Because this paper investigates social platforms and purposes
in which these platforms are used for business support, the term
social technology coined by Scott Klososky is adopted.
Social technology users have expanded from those who
were primarily high school and college aged students to every
generation with the greatest increase in new users in the 55-64
year age group experiencing a growth of 79 percent since 2012.
[4] “Social media is not an option — it is a must!” [11] The
numbers are staggering with over one billion plus active users on
Facebook, 500 million plus users on Twitter with an average of
400 million tweets being sent per day, 38 million total users on
LinkedIn and 1 billion unique monthly visitors on YouTube. [9]
Social technology sites are now translating into unparalleled
profits for businesses savvy enough to use social technologies
for customer service, increased awareness/exposure, gaining
new customers, marketing, and networking and professional
relationships. “Social technologies, theories, best practices and
strategy are still evolving, but there is one principle that remains
constant behind every PR, marketing and advertising campaign:
people persuading people.” [12] Google has joined the social
technologies frenzy as sites like F.
The positive and negative of social media on the tourism and hospitality prod...Witsathit Somrak
The Academic Cooperation Network between The Faculty of Management Science from Northern Rajabhat University 8 Areas
The 9th National and 2 nd International Conference of Academic Management Science 7th February 2020 Phetchabun Rajabhat University
The effect of social media on consumer's decision making process among ibep s...Niswatun Chaira
Social media has a significant influence on consumer decision making processes among IBEP students. A study was conducted among 25 IBEP students to understand the impact of social media. The results showed that the informative aspect of social media, such as product reviews and recommendations, has a statistically significant positive effect on consumer decisions. However, the alternative aspects provided by social media, such as comparing multiple options, do not have a statistically significant effect. The study concludes that social media influences consumer decisions among IBEP students primarily through the sharing of informative reviews and recommendations among peers.
Telkomsel launched its mobile money service T-Cash in Indonesia to increase financial inclusion given low bank account ownership. However, mobile money usage remains low due to several issues including lack of awareness, restrictive regulations, and a less attractive industry. This study analyzes the business environment of T-Cash and develops marketing strategies to increase usage of T-Cash Tap, Telkomsel's new mobile payment product using NFC technology. Qualitative research methods are used, including interviews with industry players and experts to understand the mobile money landscape in Indonesia and identify opportunities for growth.
A Review On Sentiment Analysis And Emotion Detection From TextYasmine Anino
This document provides a review of sentiment analysis and emotion detection from text. It begins with definitions of sentiment analysis and emotion detection, noting they are related but distinct tasks. Sentiment analysis determines polarity (positive, negative, neutral) while emotion detection identifies specific emotion types. The document reviews levels of sentiment analysis (sentence, document, aspect) and common emotion models (dimensional, categorical). It also discusses the process of sentiment analysis and emotion detection, including datasets, preprocessing, feature extraction, and different approaches. Finally, it addresses challenges in the field, such as context, sarcasm, and ambiguity.
The effect of social media on pre- and post purchasing behavior: Evidence fro...Tuncay Taşkın
The document analyzes the effect of social media on consumer purchasing behavior in Turkey. It finds that social media has a meaningful positive impact on both pre-purchase and post-purchase behavior. Specifically:
1) Social media is found to have a positive effect on consumers' research and decision making before purchasing a product.
2) Social media also has a positive impact on consumer behavior after purchasing, though consumers are less likely to share on company pages or recommend products on social media.
3) There is a meaningful but not strong relationship between how frequently consumers use social media and the impact it has on their purchasing decisions.
This paper is based on Use of social media in business. This research proposal comes under the Business Research Method subject.
I will also upload our paper presentation based on the same topic.
Feel free to contact.
The social media for emergency management continuumkrihayne
The document outlines a six stage continuum for integrating social media into emergency management organizations. Stage 1 involves identifying social media as a business need and researching best practices. Stage 2 is limited social media use as a one-way communication tool. Stage 3 includes integrating social media into the strategic information plan and engaging key influencers. Stage 4 is conversational social media use to listen, learn, engage users, and counter misinformation. Stage 5 fully operationalizes social media across various applications and uses data from citizens. Stage 6 completely integrates validated external data and expands social media use across emergency management.
Thailand Internet User Profile 2013 Executive SummaryPeerasak C.
by Electronic Transactions Development Agency (Public Organization) - http://www.etda.or.th/etda_website/mains/index
via Thumbsup in Thailand - https://www.facebook.com/thumbsupth
A sentiment analysis model of agritech startup on Facebook comments using na...IJECEIAES
Facebook page is a tool able to generate perceptions and acceptance, and support people and investors in making business decisions. Moreover, Facebook page plays a part in engaging people in the form of a community. People share experiences and opinions toward products, services, and trends in particular periods on the Facebook page community. Regarding sentiment analysis on Facebook pages, most education and other general topics in English have only been analyzed in English. However, sentiment analysis regarding agritech startups topics in Thai language has not been done yet. This study analyzes opinions and categorizes positive and negative comments by using naive Bayes classifier to examine the sentiments and attitudes of people and investors. The results could possibly reflect the perception rate of agritech startups in Thailand and could be applied to explain attentiveness and assess people’s engagement opinions. Furthermore, it could be applied in studying consumer behavior, marketing analysis, spread of information, and attitudes. The study's model is generic and could be applied in other contexts to provide insightful suggestions.
An analysis of use of ICT (with a focus on social media and mobile technology) enabled services and marketing concepts in achieving good governance with a reference to Uttar Pradesh
This document outlines a proposed PhD research project examining the role of information and communication technology (ICT) and marketing concepts in achieving good governance in Uttar Pradesh, India. The research aims to identify gaps in good governance by evaluating ICT-based e-governance models and examining how modern marketing tools can help implement these models. The methodology will involve surveys and statistical analysis to understand citizen experiences and perceptions of good governance. If successful, the research could help the government improve service delivery and better meet UN criteria for good governance through more effective use of technology and marketing.
This document summarizes a thesis from 1990 that designed and implemented a multimedia database management system (MDBMS) focusing on image and sound retrieval. It first provides background on the need for MDBMS to manage both alphanumeric and multimedia data. It then discusses sample applications involving both types of data. The scope of the thesis is described as focusing on the design and implementation of the retrieval operation for the MDBMS, including the system catalog design and data structures used for efficient retrieval. Program code is provided in the appendices.
Thor II is a desktop studio machine created by Dr. Wuttipong Pongsuwan to allow for affordable, high-quality e-learning media production from a single PC. The machine integrates hardware like capture cards and software like vMix to support multiple video/audio inputs, live streaming, recording, and output. It was tested for streaming courses between campuses 40km apart. The machine was also integrated with the open-source edX platform to create MOOCs for Shinawatra University.
This document summarizes a study on social media's perception of PTT Public Company Limited (PTT), Thailand's national energy company. The study found that most social media users have a positive perception of PTT based on good service at gas stations and quality products. However, some find PTT's communications about energy issues to be too technical. The document concludes that PTT should simplify information for the public and make more use of social media to engage in two-way communication.
The objective of this research is 1) to study social media usage behavior of the elderly and 2) to
examine the relationship between factors of the social media usage behavior of the elderly in Surat Thani
Province, Thailand. The data were collected from selected elderly aged 60 years and older in Surat Thani
Province. The number of the sample in this study was 400. The questionnaire was used as a tool to collect the
data. Statistics used were frequency, percentage, mean, standard deviation, and Chi-Square
IMPACT OF SOCIAL MEDIA MARKETING ON PURCHASE INTENTIONlobnaqassem
This study examined the impact of social media marketing on purchase intention and brand loyalty in Indonesia's banking industry. A survey of 286 respondents was conducted. The results found:
1) Social media marketing has a positive impact on both purchase intention and brand loyalty. Customers who engaged more with banks on social media were more likely to purchase from and remain loyal to those banks.
2) Purchase intention also positively impacts brand loyalty. Customers with a stronger intention to purchase from a bank in the future were more loyal to that bank's brand.
3) All hypotheses were supported, providing insights for both research and practice. Social media marketing can influence customer purchasing behaviors and long-term loyalty to bank brands in Indonesia.
As leaders we understand that our job is to possibly idolize and c.docxfestockton
As leaders we understand that our job is to possibly idolize and carry out the impossible. Healthcare managers primary role is to manage and maintain stabilization. One of the main issues that effects healthcare is intelligence taking over an organization in a setting where elderly people can barely function coherently alone. Quest Diagnostics has switched over to electronically checking in on a kiosk system. MyQuest benefits a patient to receive their results on a portal, without going through the hassle of contacting your doctor or avoiding anxiety throughout the wait for a call back. Is this change saving a hassle or enhancing complications and trouble in an organization?
Change can be hard for some and easy for others. To the healthcare professional manager a change in a structured system may benefit the pace and results of outcomes at this organization. To the patient it may be an additional loop hole in the obstacle course they are not in favor of. The problem initiates when there’s order put in place to carry out new solutions effectively and there’s a complaint and the manager has to see how to satisfy this one customer out of a million because this too can be the rise or fall of an appointment. Managers should stand on what they believe is a better system that works for the majority and not bend it for any reason. Once there’s a tweak in the system it opens up a hole for everyone to think rules will be bent if there’s a complaint. We should question our thinking and communicate effectively with all other leadership to create the most effective system to please as much of the patients as possible. We can not please every human and doing cover ups or quick fixes creates a catastrophe.
Most doctors that have been practicing for years are used to coding manually and paper charts. Recently in the past two years all healthcare settings are forced to switch to icd coding, a new set of codes that are put in place to take the old ones that had been used for years out. This helps the specifications of the patient condition to easily communicate with the patients insurance and lessens the use of multiple codes. This also alters the doctors practice when they are still using paper orders and charts and haven’t learned the codes correctly so are causing patients to be billed by insurance.
When critically analyzing the solution to this problem we should use the problem-solving skills of asking the 5 whys. In a fast past setting we usually like to immediately fix the problem in the area or satisfy the majority. This can result to quick fixes which is like only placing a band aid over a bullet wound. Longterm this result can be detrimental to the organization. Quick fixes should be avoided as much as possible by healthcare management or anyone in leadership.
· Stephens, J. H., & Ledlow, G. R. (2010). Real healthcare reform: Focus on primary care access. Hospital Topics, 88(4), 98–106.
· Cliff, B. (2012). Excellence in patient satis ...
20141221_005510.jpg
__MACOSX/._20141221_005510.jpg
20141221_005537.jpg
__MACOSX/._20141221_005537.jpg
20141221_005553.jpg
__MACOSX/._20141221_005553.jpg
20141221_005602.jpg
__MACOSX/._20141221_005602.jpg
20141221_005607.jpg
__MACOSX/._20141221_005607.jpg
20141221_005615.jpg
__MACOSX/._20141221_005615.jpg
Multi-channeling and the use of
Social Media by companies of the
Service and Product typology
A research conducted by a third year student Information Science 2012-2013 of the University of
Amsterdam for his bachelor thesis.
Student: Mentor: Second assessor:
Martijn van Tongeren A.M. Stolwijk
6288413 / 10002376
……………….……….. ……………………………… ……………………………….
Date: June 21, 2013
Abstract
The importance of social media for companies has been stressed by many researchers. Many
researchers have also discussed the differences and similarities between product and service. These
two things can be seen as the starting point of this research, which looked for differences and
similarities in multi-channeling and the use of social media by companies from both typologies.
Drawing on a sample of 384 randomly chosen companies, the results demonstrated that there is a
significant difference in the use of social media between the two typologies. We recommend the use
of social media tools and discuss why it can be of great value for both typologies.
1 Introduction
“Do you already like us on Facebook?” and “Are you following us on Twitter?” are questions
people encounter daily while browsing the internet, reading the newspaper, or watching television.
Many research papers have stressed the importance and value of social media for organizations
today (Wilson et al, 2011; Kaplan & Haenlein, 2010; Laroche et al, 2013; Lukes, 2010). The
importance of social media for companies is not only indicated by writing about the new possibilities
of social media, but also by identifying shifts in the use of existing concepts. Such a shift has
happened, for instance, with the term Willingness To Pay (WTP) which is commonly used term in
organizational and marketing literature. Instead of searching for the WTP, companies are now
searching for the Willingness to Participate (Parent et al, 2011). Goals concerning advertising,
organizing contests, distributing information, building communities etc. have been made easier for
companies by social media like Facebook, Twitter and Youtube.
Social media can both be internally and externally of significant importance for companies.
Internally, social media can play a role as social tool for knowledge sharing (Sultan, 2012). It is stated
in a research conducted by Cross et al (2001) that employees often prefer asking work-related advice
informally to colleagues rather than looking up information in a system. Externally, Social Media can
contribute very well to the Customer Relationship Management(CRM) activities of a company. With.
Here are some potential pros and cons of bitcoin:
Pros:
- Decentralized: No single entity controls the bitcoin network or currency supply. Transactions occur peer-to-peer without an intermediary.
- Pseudonymous: Users can transact without revealing personal identifying information.
- Borderless: Bitcoin can be used globally without restrictions of geography or regulation.
- Limited supply: Only 21 million bitcoins can ever be created according to its coding, unlike fiat currencies which face inflation.
Cons:
- Volatility: Bitcoin prices are highly volatile and fluctuate greatly on a daily basis.
- Anonymity: The pseudonymous nature can enable criminal activity like money laundering and ill
92 Journal of Computer Information Systems Fall 2014USING .docxevonnehoggarth79783
92 Journal of Computer Information Systems Fall 2014
USING SOCIAL TECHNOLOGIES
FOR COMPETITIVE ADVANTAGE:
IMPACT ON ORGANIZATIONS AND HIGHER EDUCATION
JERETTA HORN NORD JOANNA PALISZKIEWICZ ALEX KOOHANG
Oklahoma State University Warsaw University of Life Science Middle Georgia State College
Stillwater, OK Warsaw, Poland Macon, Georgia
ABSTRACT
The number of individuals engaging in social technologies
for both personal and business reasons is staggering. This
phenomenon is growing exponentially and fast becoming an
integrated, cross platform experience which will impact every
individual online. Social technologies used specifically by
organizations for business support, the purposes and the benefits
realized are addressed in this paper. Based on research results and
a review of related literature, two issues are addressed: 1) How
organizations can rethink their social strategy to gain competitive
advantage; and 2) How social technologies education should be
incorporated into the curriculum so students are prepared for life
beyond graduation.
Keywords: Social Technologies; Social Technology; Social
Media; Facebook; Twitter; LinkedIn; YouTube; Curriculum;
Education; Social Strategy, Organizations
INTRODUCTION
“When it comes to social tech, playtime is over. The changes
that will come because of these technologies will be far-
reaching, fast, and dramatic. Social tech is not just a few Internet
applications or platforms. It is a broad movement that already
includes hundreds of companies, each of which provides a unique
service.” [10] Klososky [10] categorizes social technology to
include social relevance, social media, and social networking.
Because this paper investigates social platforms and purposes
in which these platforms are used for business support, the term
social technology coined by Scott Klososky is adopted.
Social technology users have expanded from those who
were primarily high school and college aged students to every
generation with the greatest increase in new users in the 55-64
year age group experiencing a growth of 79 percent since 2012.
[4] “Social media is not an option — it is a must!” [11] The
numbers are staggering with over one billion plus active users on
Facebook, 500 million plus users on Twitter with an average of
400 million tweets being sent per day, 38 million total users on
LinkedIn and 1 billion unique monthly visitors on YouTube. [9]
Social technology sites are now translating into unparalleled
profits for businesses savvy enough to use social technologies
for customer service, increased awareness/exposure, gaining
new customers, marketing, and networking and professional
relationships. “Social technologies, theories, best practices and
strategy are still evolving, but there is one principle that remains
constant behind every PR, marketing and advertising campaign:
people persuading people.” [12] Google has joined the social
technologies frenzy as sites like F.
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1. The perception of social media towards the use of services of
PTT Public Company Limited
Achara Chatchalermpol
School of Liberal Art
Shinawatra International University
57425005-6@st.siu.ac.th
Wuttipong Pongsuwan Ph.D.
School of Liberal Art
Shinawatra International University
Suchai Thanawastien Ph.D.
School of Liberal Art
Shinawatra International University
Abstract
Social Media via Web 2.0 becomes a new way of communication, public relations and
marketing. It gradually replaces other media because of its rapidly adopted worldwide. In
the same way, the perception from social media is also quickly. This may cause both
positive and negative consequences. PTT Public Company Limited (PTT), the national
energy company of Thailand has adopted social media for internal and external use such as
management, communication, public relations, marketing, customer services etc. They also
established the company to provide technology for all ICT named PTT ICT Solutions to
serve all ICT technology for PTT group. They spend 3% of annual profit for the technology
development including communication technology. Many kinds of social media are applied
for customers in both hard side and soft side like advertising and building corporate image.
However, PTT has not yet evaluated the perception and impact from their stakeholder. This
study illustrates the evaluation methodology and results from the survey to advice PTT
group for better use of their social media.
2. Introduction
Nowadays, the global marketing has evaluated and adapted to the different
environment such as economy, society, culture, and consumer behavior which are
changing. This evolution is due to the development of computer technology which brings
the world into Globalization ( Thiwaporn Jutaprachakul, 2011), for example, internet and
web 2.0 influence life style changing. People use internet for communication, for
information searching, for entertainment and even for commercial purposes (Irem Eren
Erdogmus and Mesesut Cicek, 2012). Internet can be applied for trading and service
channels around the world which results enormous profit and value added for business, a
part of the country revenue. (Office for National Statistics Thailand, 2 009) . It shows that
technology plays an important role in communication development ( Panuwat Kongraj,
2011). Therefore, the companies need to adapt ICT in their strategy to keep up with the
global business.
3. Besides, the mechanism for marketing mainly focuses on public relations. They
communicate through news channels on various aspects of social media to achieve customer
perception. Many companies or businesses conduct this strategy to access their customers for
improving and developing their services. This perception is a step of a model to interpret the
stimulus (Mai Ngoc Khuong and Vu Ngoc Bich Tram, 2015). The perception of people
causes them to use their services. However, there are many factors and information forms of
perception depending on the influences such as recognition, experience, culture, education,
etc. There are 2 types of important influences, one comes from outside such as the intensity
and size of the stimulus (Intensively and Size), repetition, contrast, movement etc. The other
comes from within including incentives motive such as expectancy attention, emotion,
thought, imagination and feelings (Nittaya Supapohn, 2008). This perception may cause both
positive and negative consequences. PTT Public Company Limited (PTT), the national
energy company of Thailand who is considered to be both state enterprise and listed company
in The Stock Market of Thailand. They must balance the benefit of all stakeholders (country,
social community, shareholder, customer, partner and employee) to gain the acceptance and
appreciation from Thai people. They invest 3% of annual profit for the technology
development including communication technology to enhance their business as well as
reputation. Social media is an important communication technology that PTT adopts for their
stakeholders. PTT provide website, Face book, Line, Twitter, Applications etc. for all
customers and public. They also established PTT ICT Solutions Company Limited to serve
for ICT technology of PTT group. Moreover, energy business in Thailand is liberalization.
There is high competition in energy market for the benefit of the consumers. Each oil
company tries hard to maintain its market share. So does PTT, they have to find the
marketing tools and social media is involved. They create many kinds of Application.
However, they have not evaluated the perception of their customers whether it impacts PTT
services or not. Therefore, this study is aimed to get the answer for this issue.
4. Background
At present (2016), social media is important for communication. It plays a major
role in lifestyle and business as another channel of convenient and fast access as well as
search engine. Social media can also provide information business reports, new investment
projects of the company, supporting information for decision making. 60% of sampling
group use social media for information regarding (IR) Investor Relations. 58% of sampling
group use to communicate to the target audience (CSR), (Manthaga Thangnirandorn, 2016)
However, all information channels and all communication devices must be based on
fair and equal principle (Fair Disclosure). No information of social media for specific
group. This may lead to the inequality of information. PTT, therefore, publicize their
social media widely for public including their customers. Everyone can access PTT
5. information directly from website such as the organization structure, policy, products and
services, opportunity for investment, job application etc. It is better to provide the
information to the public by itself than let them know from other channel. Although PTT
cannot control the perception of customer, they should do their best by using the benefit of
social media. The more social media they manage, the more positive perception they have.
All these strategies have been applied as social media is crucial process for
understanding factors that affect social structures and social relations. The information will
help improving business and image of the companies.
The objectives of the research
1. To study information perception on social media of the PTT’s customers
2. To study the factors that contributes to the perception of PTT’s customers
3. To study the relationship between the perception and the impact on the use of
services of PTT.
Literature Review
Perception process
The perception is a process of communication. It may arise from accidental or
intentional action. It may occur with direct or indirect experiences from other individuals’
selection, data processing and interpretation of stimulus, then defines the meaning and the
image of the world’s content (Schiffman & Kanuk, 2543: 146 refered in Nithaya Supapohn,
2552). The sensation to the environment or stimulus is interpreted and data processed by
individual experience (Peerapat Chatsiri Theeranatheekulchai, 2553). George & Michael
(2536: 128) has said that the perception process consists of 4 stages.
1. Selective Exposure It occurs when consumers choose to receive information.
For example, consumers may choose to read or watch the advertising that they are
interested on the televisions or in the magazines but if it is not of their interest, they just
turns over. As in the same way, the selection of buying a newspaper or listening to the radio
is the exposure for information which is the first step of the selective Exposure.
2. Selective Attention It occurs when consumers choose to focus their attention in
some stimulus or news more than others.
6. 3. Selective Comprehension It occurs when consumers have chosen to pay interest
in some information, then, interpreted by their own attitudes, beliefs, motives, and their
experience, no matter how it be distorted the intent of the sender information.
4. Selective Retention It occurs when consumers have interpreted and understood
all information such as advertising, news, newsletter etc. but they will remember only some
of the features made especially memorable or some of interest and often forget some that
they are not interested in.
Figure 1 Show the process of perception of George & Michael (2536:128)
The perception occurs through the senses (sensations) of the five sense organs, eyes,
ears, nose, mouth and tongue (basic stimuli). After receiving the information, people try to
understand them by interpreting or translating the information with the experience in the
past to help (Kanch Intharagoset, 2550 and Siriwan Sereerat, 2550 : 116) processing of
recognition (Schiffman & Kanuk 2550 : 146 Referred in Nithaya Supaporn ,2552) The
process of recognition is an indication of how the data is interpreted (Seree Wongmonta,
2000: 42 Referred in Chanapa Lertwuttiwongsa, 2558) The process consists of four steps
(George & Michael, 2536:128) which are selective exposure, selective attention, selective
comprehension and recognition selection. The consumers will not be able to remember all
the information. They remember only some information or some of the features which they
are interested.
The Factors affecting consumer perception come from physical and mental factors (Kanya
Suwansang, 2011). They discuss and determine what we perceive. Two people may perceive
differently based on what they perceived and cultural experience. It depends on the factors
that influence perception. The factors that influence perception are two main types. First,
influences from outside such as intensive size, repetition, contrast and movement. Second,
influences from within such as motive, expectancy, attention, emotion, thought and
imagination.
The perception of the brand and service
Selective
Exposure
Selective
Attention
Selective
Comprehension
Recognition
selection
7. The brand perception is the recognition and be accustomed to the quality of goods
and services. This perception can be measured from the knowledge about the brand of
goods and products that the company communicate. From the concept of CRM (Customer
Relationship Management) on the perception of the customer or consumer, the process of
Brand Equity Measurement is the effective way to measure brand equity. Hence, they try
to develop ways to measure brand equity. One of these methods is the marketing or
consumer relationship measurement which divided in 2 groups. One is measured by the
awareness of consumers (Consumer Perception), and the other is measured from the
behavior of consumers ) Consumer Behavior). Therefore, organizations require targeted
marketing activities to create customer value and develop knowledge to retain existing
customers and attract new customers. These compose of “Functional”, the quality
perception maintain and expectations on the performance of products and services
Perceived Sacrifices is the loss of goods and services resulting from the recognition of the
short-term. Or long distance charges, as the reader is not informed of the communication
channel for readers to follow on a regular basis, such as media, Facebook (Facebook) made
goods and services. Including publishers loss. Interaction with readers Social Value is the
social value of goods and services that are as popular among some readers. Read the book
of creative nonfiction While reading the popular books of fiction Emotional value is the
value of the emotion-related products and services. To impress the consumer to feel the
emotional bond with its readers and it felt like. Impressed by the author or publisher of
interactive content of the book. Readers track Publishers that Continuous
of consumers perceive and impacts on the target group. To make customers feel
special is potentially increase profits for the organization (Woodruff in Chi et al. 2004:
referred to in Chanapa Lertwuttiwongsa, 2015) Therefore, the companies hold marketing
activities to create customer value and knowledge to retain existing customers and attract
new customers.
Social Media is the human social interaction of human needs or people who need to
communicate or interact with each other. They are primarily interested in entertainment,
information for good relationship and good participate with other in the form of media
categories such as digital photography, video messaging and etc. The example of social
media are Facebook, Twitter, Linkedln, Google+, YouTube, blog, Flickr, Instagram and
etc. Most of them can send many messages as quickly as neither marketing tool can. This
makes the business different from the past especially the investment in The Stock Exchange
of Thailand. In which PTT stock also presented for their shareholders.
8. CONCLUSIONS and RECOMMENDATIONS
The perception from social media has both positive and negative consequences. the
information offered by the companies is positive such as the performance, the revenue etc.
But sometimes, the perception of the public services and customer service are not equality.
It should be two ways communication which the public can respond and comment on any
products and services. This will be the process of interpretation of information which
ensures the customers’ attitude of products and services. Finally, the companies can bring
trust and brand loyalty from their customers. Moreover, Perception of information will
lead to the development of PTT information service process.
==============================================
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