The Relationship Between Use of Social Media and Customer Relationship from E-commerce Model Perspective
(2011) INFM02 20111Department of Informatics
- Abstract
- In recent years, the impact of social media is drawing more attention from researchers and
E-commerce companies. Most researchers and e-commerce companies think that using
social media may benefit for e-commerce. And some e-commerce companies started to
involve social media into their business. However, do social media really make a big
contribution to e-commerce? Similarly traditional business, since managing customer
relationships is still important work for e-commerce. This study regards customer
relationship as one aspect of e-commerce and focuses to identify the relationship between
use of social media and customer relationship.
To fulfill our research objective, this study adopted a business model approach that
... (More) - In recent years, the impact of social media is drawing more attention from researchers and
E-commerce companies. Most researchers and e-commerce companies think that using
social media may benefit for e-commerce. And some e-commerce companies started to
involve social media into their business. However, do social media really make a big
contribution to e-commerce? Similarly traditional business, since managing customer
relationships is still important work for e-commerce. This study regards customer
relationship as one aspect of e-commerce and focuses to identify the relationship between
use of social media and customer relationship.
To fulfill our research objective, this study adopted a business model approach that
applies the concept of customer relationship, an element of the e-business model
ontology, as the starting point to develop our research model. And we supposed social
media use has a positive relation with customer relationship, as well as its three
components. Further, a quantitative empirical study has been used to examine these
hypotheses. After the empirical study, we presented the results of our hypotheses and
updated our research model. At the end, an indirect relationship between social media use
and customer relationship were found. The limitation of this study and recommendations
for further study were also addressed in the final section. (Less)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/1981813
- author
- Wang, Xiaochao LU and Abdullayeva, Gulara LU
- supervisor
-
- Paul Pierce LU
- organization
- course
- INFM02 20111
- year
- 2011
- type
- H1 - Master's Degree (One Year)
- subject
- keywords
- Social commerce, Social media, E-commerce, Customer relationship
- report number
- INF11-039
- language
- English
- id
- 1981813
- date added to LUP
- 2011-07-15 12:38:16
- date last changed
- 2011-07-15 12:38:16
@misc{1981813, abstract = {{In recent years, the impact of social media is drawing more attention from researchers and E-commerce companies. Most researchers and e-commerce companies think that using social media may benefit for e-commerce. And some e-commerce companies started to involve social media into their business. However, do social media really make a big contribution to e-commerce? Similarly traditional business, since managing customer relationships is still important work for e-commerce. This study regards customer relationship as one aspect of e-commerce and focuses to identify the relationship between use of social media and customer relationship. To fulfill our research objective, this study adopted a business model approach that applies the concept of customer relationship, an element of the e-business model ontology, as the starting point to develop our research model. And we supposed social media use has a positive relation with customer relationship, as well as its three components. Further, a quantitative empirical study has been used to examine these hypotheses. After the empirical study, we presented the results of our hypotheses and updated our research model. At the end, an indirect relationship between social media use and customer relationship were found. The limitation of this study and recommendations for further study were also addressed in the final section.}}, author = {{Wang, Xiaochao and Abdullayeva, Gulara}}, language = {{eng}}, note = {{Student Paper}}, title = {{The Relationship Between Use of Social Media and Customer Relationship from E-commerce Model Perspective}}, year = {{2011}}, }