Concepts of quality connected to social media and emotions, 1st ed , denisa elena vlad, 2020 2222

228 0 0
  • Loading ...
1/228 trang
Tải xuống

Thông tin tài liệu

Ngày đăng: 08/05/2020, 06:57

Sustainable Management, Wertschöpfung und Effizienz Denisa Elena Vlad Concepts of Quality Connected to Social Media and Emotions Sustainable Management, Wertschöpfung und Effizienz Series Editors Gregor Weber, Breunigweiler, Germany Markus Bodemann, Warburg, Germany René Schmidpeter, Köln, Germany In dieser Schriftenreihe stehen insbesondere empirische und praxisnahe Studien zu nachhaltigem Wirtschaften und Effizienz im Mittelpunkt Energie-, Umwelt-, Nachhaltigkeits-, CSR-, Innovations-, Risiko- und integrierte Managementsysteme sind nur einige Beispiele, die Sie hier wiederfinden Ein besonderer Fokus liegt dabei auf dem Nutzen, den solche Systeme für die Anwendung in der Praxis bieten, um zu helfen die globalen Nachhaltigkeitsziele (SDGs) umzusetzen Publiziert werden nationale und internationale wissenschaftliche Arbeiten Reihenherausgeber Dr Gregor Weber, Dr Markus Bodemann Prof Dr René Schmidpeter, Center for Advanced Sustainable Management, Cologne Business School This series is focusing on empirical and practical research in the fields of sustainable management and efficiency Management systems in the context of energy, environment, sustainability, CSR, innovation, risk as well as integrated management systems are just a few examples which can be found here A special focus is on the value such systems can offer for the application in practice supporting the implementation of the global sustainable development goals, the SDGs National and international scientific publications are published (English and German) Series Editors Dr Gregor Weber, Dr Markus Bodemann Prof Dr René Schmidpeter, Center for Advanced Sustainable Management, Cologne Business School More information about this series at Denisa Elena Vlad Concepts of Quality Connected to Social Media and Emotions Denisa Elena Vlad Bucharest, Romania ISSN 2523-8620 ISSN 2523-8639  (electronic) Sustainable Management, Wertschöpfung und Effizienz ISBN 978-3-658-28867-9  (eBook) ISBN 978-3-658-28866-2 Original title of the work: Study of product quality reflected in Social Media Bucharest University of Economic Studies Business Administration Doctoral School © Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2020 This work is subject to copyright All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed The use of general descriptive names, registered names, trademarks, service marks, etc in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissions that may have been made The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations This Springer Gabler imprint is published by the registered company Springer Fachmedien ­Wiesbaden GmbH part of Springer Nature The registered company address is: Abraham-Lincoln-Str 46, 65189 Wiesbaden, Germany Contents List of Abbreviations IX List of Figures XI List of Tables XIII Introduction Part I – Quality concept and Social Media Conceptual elements regarding quality 1.1 Study of quality - approaches and perspectives 15 1.1.1 Defining quality 17 1.1.2 Quality concept approaches 24 1.2 Economic aspects of quality 33 1.3 Quality assessment indicators 35 1.4 Models in consumer science used in quality design 36 1.5 Consumer orientation – concern of management in achieving quality 38 1.6 Models to improve quality from customer perspective 41 1.6.1 The Fujitsu Ten Group model to improve products and services from the customer's perspective 43 1.6.2 Nissan case study 44 Social media as influence factor of quality 47 2.1 Defining social media concept 47 2.2 Social media evolution 52 2.3 The benefits of social media 56 2.4 Classification of social media platforms: main actors 57 2.4.1 Social networking sites 58 2.4.2 Video sharing platforms 71 2.4.3 Blogs and vlogs 73 2.4.4 Mobile sharing and communication applications 74 2.5 Optimizing communication techniques and tools used in the social media 77 VI Contents 2.6 Social Media vs Social networks 77 2.7 The areas of social media and their use in practice 80 2.7.1 Social media - marketing tool 81 2.7.2 Social media - a tool for attracting clients 81 2.7.3 Social media – communication maintenance tool – the eWOM model 82 2.7.4 Social media - new distribution channel 85 2.8 Human resources and social media 86 2.9 Concerning aspects of social media 87 2.10 Ethics and regulations in social media 91 Part II – The Influence of social media on quality and on consumers’ emotions 95 Analysis of consumer behaviour related to social media 97 3.1 Influence of social media communication on consumer behaviour 97 3.2 The importance of messages sent through social media 98 3.3 The relationship between social media and consumer behaviour 100 3.4 The factors that influence consumer behaviour in the online environment 103 3.5 Consumer - brand relationship in social media 105 3.6 Social media effects on consumers’ emotions 118 The relationship between social media – business – quality 125 4.1 Social media and quality 125 4.1.1 Purpose and objectives of the research 125 4.1.2 Research methodology 126 4.1.3 Detailed analysis of participants’ responses 127 4.1.4 Research findings 135 4.2 Social media implications on the consumer 137 4.2.1 Purpose and objectives of the research 137 4.2.2 Research methodology 139 4.2.3 Sample Structure 140 Contents VII 4.2.4 Research findings 143 4.2.5 Limitations and future research 171 4.2.6 Research findings 172 4.3 Conceptual models regarding the consumer - social media relationship 177 4.4 Post-truth, fake news and how they relate to human emotions 181 Conclusions – The Highest Style of Quality: post-truth social media? 187 References 205 List of Abbreviations ARPA ARPANET ASQC eWOM FPRC - JMJ JUSE ROI TQM TTQM Advanced Research Projects Agency Computer network that represented the foundation of the internet American Society for Quality Control Electronic Word of Mouth „Romanian Quality Award - J.M Juran” Foundation The Union of Japanese Scientists and Engineers Return on investment Total Quality Management Technology Transfer and Quality Management List of Figures Figure 1: Figure 2: Figure 3: Figure 4: Figure 5: Figure 6: Figure 7: Figure 8: Figure 9: Figure 10: Figure 11: Figure 12: Figure 13: Figure 14: Figure 15: Figure 16: Figure 17: Figure 18: Figure 19: Figure 20: Figure 21: Figure 22: Figure 23: Figure 24: Figure 25: Figure 26: Figure 27: Figure 28: Figure 29: Figure 30: Figure 31: Figure 32: Figure 33: Figure 34: Figure 35: Figure 36: Features of quality 13 Definitions of quality 17 Juran’s vision on the concept of quality and its implications 23 Quality approaches 24 Models in which the variable is quality 37 Quality assurance system lead from the customer perspective The Fujitsu ten group case 44 Nissan model 45 Social Media 48 Social Media in 2017 54 Social Media in 2018 54 Classification of social media platforms 57 Facebook reactions 61 Objectives and priorities of a company in social media 63 Monthly number of active users on Instagram 68 Daily number of active users on Whatsapp 75 Social media areas 80 Tthe basis of “word-of-mouth” communication (e-wom) 84 The dark side of social media 88 Mechanism of power transformation in social media 100 Dimensions of ewom communication 104 Relational customer benefits 108 Relational customer costs 109 Relational costs of using brands pages in social media 113 The factors that motivate consumers to interact with brands in the online environment 116 Conceptual model: The relationship between social media usage, emotions, brand relationship quality, and positive ewom 119 Model of consumer attitude towards product quality 138 Distribution of respondents by gender 140 Distribution of respondents by age 141 Distribution of respondents from the point of view of the last graduated education institution 142 Distribution of respondents by income groups 143 Definition of quality 144 Categories of products searched on the internet 145 Online sources used to search for product/service information 147 Importance of quality in the decision to purchase a product/service 149 Level of consumer trust in information on social media 150 Frequency of accessing social media in order to purchase a product/service 151 208 References Dorlman, R., Steiner, P.O.,(1954), Optimal Advertising and Optimal Quality, American Economic Review Dusseault, P., (2013), “Privacy and Social Media in the age of big data“ Report on the Standing Committee on Access to Information, Privacy, and Ethics, Canada: House of Commons Dwyer, C., Hiltz, S R., Passerini, K.,(2007), “Trust and privacy concern within social networking sites: A comparison of Facebook and MySpace.”, Paper presented at the Thirteenth Americas Conference on Information Syst ems, Keystone, Colorado Edwards, C.D (1968), The Meaning of Quality, Quality Progress Ellison, N., Steinfeld, C., Lampe, C., (2006), “Spatially bounded online social networks and social capital: The role of Facebook”, Paper presented at the annual conference of the International Communication Association, Dresden, Germany Enginkaya, E., Yilmaz, H., (2014), “What drives consumers to interact with brands through social media? A motivation scale development study”, Procedia – Social and Behavioral Sciences 148, 219-226 Feigenbaum, A V (2001) „Tendinţe ale calităţii ỵn noul mileniu”, Tribuna calităţii, nr Feng, J., Papatla, P., (2011), ”Advertising: Stimulant or Suppressant of Online Word of Mouth?”, Journal of Interactive Marketing, Nr 25, 75 Fernando, I (2010), Community creation by means of a social media paradigm Learning Organization, 17(6), 500–514 Figueira, A., Oliveira, L (2017), The current state of fake news: challenges and opportunities, Procedia Computer Science, 121, 817–825 Fournier, S (1998) Consumers and their brands: developing relationship theory on consumer research Journal of Consumer Research, 24(4), 343-373 Grant, R.M., Sahani, R., Krishan, R., (1994), TQMs Challenges to Management Theory and Practice, Sloan Management Review, Garvin, D.A., (1983), Quality on the Line, Hravard Business Review, Vol 61, No 5, 65-75 References 209 Garvin, D.A.,(1986), Quality Problems, Polices and Attitudes in the United States and Japan: An Exploratory Study Academy of Management Journal Vol 29, No 4, 653673 Garvin, D A., (1988), Managing Quality: The Strategic and Competitive Edge New York: Free Press Gefen, D., Straub, D., (2000), “The relative importance of perceived ease of use in IS adoption: A study of E commerce adoption.”, Journal of the Association for Information Systems, 1, 1-28 Gilmore, H L., (1974), ‘Product Conformance Cost’, Quality Progress June: 16 Govani, T., Pashley, H.,(2005), “ Student awareness of the privacy implications when using Facebook”, Retrieved from Grönroos, C., (2000), “Creating a Relationship Dialogue: Communication, Interaction and Value” The Marketing Review, 1, 5-14 Grönroos, C., (2001), The perceived service quality concept - a mistake? Managing Service Quality 11: 3, 150-152 Gross, R., Acquisti, A., (2005), “Information revelation and privacy in online social networks (The Facebook case)”, Paper presented at ACM Workshop on Privacy in the Electronic Society (WPES), Virginia Guillet B.D., Kucukusta D., Liu L., (2015), “An Examination of Social Media Marketing in China: How the Top 133 Hotel Brands Perform on the top four Chinese Social Media Sites?”, Journal of Travel & Tourism Marketing, Hong Kong Gummerus, J., Liljander, V., Weman, E., Pihlström, M., (2012), “Customer engagement in a Facebook brand community”, Management Research Review, 35, 857-877 Gummesson, E., (1991), Marketing-orientation revisited: The crucial role of the part-time marketer European Journal of Marketing, 25(2), 60-74 Gwinner, K P., Gremler, D D., Bitner, M J., (1998), “Relational benefits in services industries: the customer’s perspective”, Journal of the Academy of Marketing Science, 26, 101–114 Hartshorn, S., (2010), Differences Between Social Media and Social Networking 210 References Hatfield, E., Cacioppo, J T., Rapson, R L (1993) Emotional contagion Current Directions in Psychological Science, 2(3), 96-99 Heath, R., Brandt, D., Nairn, A (2006) Brand relationships: strengthened by emotion, weakened by attention Journal of Advertising Research, 46(4), 410-419 Helm, R., Möller, M., Mauroner, O., Conrad, D., (2013), ”The effects of a lack of social recognition on online communication behavior”, Computers in Human Behavior, Nr 29, 1065 Hoffman, D L., Fodor, M., (2010), Can You Measure the ROI of Your Social Media Marketing? Holbrook, M., Corfman, K., (1988), Quality and value in the consumption experience Perceived Quality, Lexington, MA Hollier, P., (2010), The "intangible" benefits of social media Retrieved December 4, 2010 Hong, S., Park, H., S., (2012), “Computer-mediated persuasion in online reviews: Statistical versus narrative evidence”, Computers in Human Behavior, Nr 28, 906 Hu, Y., Li, X., (2011), “Context-Dependent Product Evaluations: An Empirical Analysis of Internet Book Reviews”, Journal of Interactive Marketing, Nr 25, 123 Hudson S., Roth M., Madden T.J., Hudson R., (2015), The effects of social media on emotions, brand relationship quality and word of mouth: An empirical study of music festival attendees, Tourism Management Journal, 47, 68-76 InSites Consulting (2012) Social media around the world 2012 (Technology) Retrieved from Ishida, Y., Kuraya, S (2018), Fake News and its Credibility Evaluation by Dynamic Relational Networks: A Bottom up Approach, Procedia Computer Science, 126, 2228– 2237 Jahn, B & Kunz, W., (2012) “How to transform consumers into fans of your brand”, Journal of Service Management, 23, 344-361 Jalilvanda,M R., Esfahani, S S., Samiei, N., (2011), ”Electronic word-of-mouth: challenges and opportunities”, Procedia Computer Science, Nr 3, 42-43 References 211 Jasra, M., (2010), The History of Social Media Jin, S.-A A (2012) The potential of social media for luxury brand management Marketing Intelligence & Planning, 30(7), 687–699 Joshua, F., (2012), “Consumers and Spam E-mail for Health Topics”, Journal of Internet Business, 10, 47-62 Juran, J M., (1987), QC Circles in the West, Quality Progress Kano, N.,(1986), Laatu turvaa tuloksen Helsinki: Suomen Laatuyhdistys Ry Kaplan, A M., & Haenlein, M., (2010), Users of the world, unite! The challenges and opportunities of social media.” Business Horizons, 53, 59-68 Kasavana, M L., Nusair, K., & Teodosic, K (2010) Online social networking: Redefining the human web Journal of Hospitality and Tourism Technology, 1(1), 68–82 Khammash, M., Griffiths, G H., (2011), ”Electronic word-of-mouth (eWOM), antecedences and consequences”, International Journal of Information Management, Nr 32, 82 Khare, A., Labrecque, Lauren., I., Asare, A., K., (2011), ” The Assimilative and Contrastive Effects of Word-of-Mouth Volume: An Experimental Examination of Online Consumer Ratings”, Journal of Retailing, Nr 87, Vol 1, 111 Kholi, A.K., Jaworski, B.J., (1990), Market Orientation: The construct, Research Propositions and Managerial Implications, Journal of Marketing, Vol.54, 1-19 Kim, S., & Lee, Y., (2006), “Global online marketplace: A cross-cultural comparison of website quality” , International Journal of Consumer Studies Kotler, P., (1997), Marketing management analysis, planning, implementation and control, Eight Edn Prentice Hall, New York Kotler, P., Armstrong, G (2004) Principles of Marketing, 10th Ed., Upper Saddle River, NJ, Pearson, Prentice Hall Kotler, Armstrong, Saunders, Wong, (1998), Principiile marketingului, Editura Teora, Bucureşti Kotler, P., Keller, K.L.,(2005), Marketing Management Twelfth Edition, Pearson Education Inc 212 References Krishen A., Trembath, L., Muthaly S., (2015), From Liking to Loyalty: The Impact of Network Affinity in the Social Media Digital Space, The Database for Advances in Information Systems, 46 (2) Kuehn, A A and Day R.L., (1962), ‘Strategy of Product Quality’, Harvard Business Review 40(6): 101 Kukulska-Hulme, A., (2010), Learning cultures on the move: Where are we heading? Educational Technology & Society, 13 (4), 4-14 Kujala, J., (2002), Total Quality Management as Cultural Phenomena: A Concept Model and Empirical Illustration Helsinki, Helsinki University of Technology, Laroche, M., Habibi, M R., & Richard, M-O (2013) To be or not to be in socialmedia: How brand loyalty is affected by social media? International Journal ofInformation Management, 33(1), 76–82 Leea, S H., Nohb, S E., Kim, H W., (2013), ” A mixed methods approach to electronic word-of-mouth in the open-market context”, International Journal of Information Management, Nr 33, 687 Lee, Y., Kozar, K A & Larsen, K R T., (2003), “The technology acceptance model: Past, present, and future”, Communications of the Association for Information Systems, 12, 752-780 Lee, E., J., Shin, S., Y.,(2014), ”When consumers buy online product reviews? Effects of review quality, product type, and reviewer’s photo”, Computers in Human Behavior, Nr 31, 357 Li, F., Du, T., C., (2011), ”Who is talking? An ontology-based opinion leader identification framework for word-of-mouth marketing in online social blogs”, Decision Support Systems, Nr 51, 190 Lefter C., (2006), Marketing, vol I, Editura Universităţii Transilvania, Braşov Leffler, K B., (1982), "Ambiguous Quality", American Economic Review, 72, 956-967 Changes in Product Lieb, R., (2009), The Truth About Search Engine Optimization, Pearson Education, Upper Saddle River, New Jersey References 213 Lipsman, A., Mudd, G., Rich, M & Bruich, S., (2012), “The Power of “Like How Brands Reach (and Influence) Fans Through Social-Media Marketing”, Journal of Advertising Research, 52, 40-52 Litvina, S W., Goldsmithb, R E, Pan, B., (2008),” Electronic word-of-mouth in hospitality and tourism management”, Tourism Management, Nr 29, 460-461 Locke J., (1988), Essay Concerning Human Understanding, edited by Gary Fuller, Robert Stecker, John P Wright Lockshin, L.S., Rhodus, W.T., (1993), The effects of prices and oak flavor on perceived wine quality, International Journal of Wine Marketing, Vol 5(2), 13-25 Mangold, W G., & Faulds, D J (2009) Social media: The new hybrid element of thepromotion mix Business Horizons, 52(4), 357–365 Manu, M., (2011), Quality and Customers Satisfaction Perspective in Organisations by Gap and Total Quality Improvement Methods, www Martinson, J., Jackson, J (2017), Fake news inquiry to review social networks' complaints procedures, The Guardian; Available from: Matthews, L., (2010), Social Media and the Evolution of Corporate Communications, The Elon Journal of Undergraduate Research in Communications, Vol 1, No 1, 1721 Marketo, (2014), How to optimize zour social channels for lead generation Martins, C S.A., Patricio, L.,(2013), “Understanding participation in company social networks”, Journal of Service Management, 24, 567-587 Mauria, A., G., Minazzi, R., (2013), ” Web reviews influence on expectations and purchasing intentions of hotel potential customers”, International Journal of Hospitality Management, Nr 34, 100 Maxham, J., G., (2001), ”Service recovery’s influence on consumer satisfaction, positive word-of-mouth, and purchase intentions”, Journal of Business Research, Nr 54, 214 References Merono Cerdan, A L.,(2005), “ El correo electrónico en las Pymes para la comunicación y gestión del conocimiento”, Universia Business Review, 1, 70-79 Moise, D., Cruceru, A.F (2014), “An empirical study of promoting different kinds of events through various social media networks websites”, Procedia – Social and Behavioral Sciences, 109, 98-102 Moldoveanu, G., Dobrin, C., (2003), Managementul calităţii ỵn sectorul public, Bucureşti, Editura ASE Moldovan, S., Goldenberg, J., Chattopadhyay, A.,(2011), ”The different roles of product originality and usefulness in generating word-of-mouth”, Intern J of Research in Marketing, Nr 28, 110 Monroe, K.B and Krishman, R., (1985), The effects of price on subjective product evaluation, Perceived Quality, 209-232 Morgan, R M & Hunt, S D., (1994), “The commitment-trust theory of relationship marketing”, Journal of Marketing, 58, 20-38 Mrinal Todi, (2008), Advertising on Social Networking Websites, Wharton Research Scholars Journal Natta, O V.,(2010), Step down Techcrunch Negrea, A., (2014), Marketing şi comunicare ỵn Social Media Nerver J., Slater, S.F., (1990), Creating a Market Orientation, Journal of Market-Fovus Management, Vol.2, 20-35 Ngai, E.W.T., Tao, S.C., Moon, K.L., (2015), Social media research: Theories, constructs, and conceptual frameworks, International Journal of Information Management 35, 33–44 Noone, B M., McGuire, K A., & Rohlfs, K V., (2011), “Social media meets hotel revenue management: Opportunities, issues and unanswered questions”, Journal of Revenue & Pricing Management, 10(4), 293–305 Oprean C., (2004), Managementul calităţii, Ed Universităţii Lucian Blaga, Sibiu Onete, B., (2004), Modelarea ỵn ştiinţa mărfurilor, Editura ASE, Bucureşti References 215 Onete B., Pamfilie R., Dina R., Vlad D.E., (2014), Social Media Influence upon Business by Aiming to New Consumer’s Needs, International Business: Innovations, Psychology, Economics, Vol 5, No (8) Onete, B.C., Dina, R & Negoi, R (2011) Estimating the Importance of Social Media in Consumers’ Education and Information Using New Techniques, Amfiteatrul Economic, Vol XIII, Special No 5, 736–745 Oxoby, J.R., Finnigan, H., (2007), Developing heuristic-based quality judgments: Blocking in consumer choice, Psichology and Marketing, Vol 24, Issue Pandelică, A., Pandelică, I., Dumitru, I., (2009), The development of a methodological framework of market orientation implementation: A value chain perspective, Journal of American Academy of Business Parra-Lopez, E., Bulchan-Gidumal, J., Gutierrez-Tano, D & Diaz-Armas, R., (2011), “Intentions to use social media in organizing and taking vacation trips Computers in Human Behavior”, 27, 640-654 Parasuraman, A., Zeithaml, V., Berry, L.L., (1994), Moving forward in service Quality research: Measuring Diffrent Custstomer Expectation Levels, Comparing Alternative Scales, and examining the Performane-Behavioral Intetions Link Working Papers, Marketing Science Institute, Cambridge, 365–376 Park, H., Kim, S., (2008), ”The effects of consumer knowledge on message processing of electronic word-of-mouth via online consumer reviews”, Electronic Commerce Research and Applications, Nr 7, 400 Park, J., H., Gu, B., Lee, H., Y., (2012), ”The relationship between retailer-hosted and third-party hosted WOM sources and their influence on retailer sales”, Electronic Commerce Research and Applications, Nr 11, 253 Pawle, J., & Cooper, P (2006) Measuring emotion e lovemarks, the future beyond brands Journal of Advertising Research, 46(1), 38e48 Peppler, K A., & Solomou, M (2011) Building creativity: Collaborative learning andcreativity in social media environments On the Horizon, 19(1), 13–23 Phang, C., W., Zhang, C., Sutanto, J., (2013), ” The influence of user interaction and participation in social media on the consumption intention of niche products”, Information & Management, Nr 50, 661 216 References Phelan, K V., Chen, H T., & Haney, M., (2013), “Like” and “check-in:” How hotels utilize Facebook as an effective marketing tool Journal of Hospitality and Tourism Technology Pop, N Al., (2006), New paradigm in contemporary marketing: relational marketing, Management & Marketing, 1(3), 33-42 Porter, M.E., (1985), Competitive Advantage: Creating and Sustaining Superior Peformance, New Zork, Free Press Porter, C E., & Donthu, N (2008) Cultivating trust and harvesting value in virtualcommunities Management Science, 54(1), 113–128 Presscot, B D., (1995), Creating a World Class Qualitz Organization, London, Kogan Page Ltd Prisig, A., (1974), Zen and the Art of Motorcycle Maintenance: An Inquiry into Values, Pöyry, E., Parvinen, P., Malmivaara, T., (2013), “Can we get from liking to buying? Behavioral differences in hedonic and utilitarian Facebook usage”, Electronic Commerce Research and Applications, Nr 12, 224 Racherla, P., Friske, W., (2012), ”Perceived usefulness of online consumer reviews: An exploratory investigation across three services categories”, Electronic Commerce Research and Applications, Nr 11, 548 Lieb, R., (2009), The Truth About Search Engine Optimization, Pearson Education, Upper Saddle River, New Jersey Rimskii, V., (2011), The influence of the Internet on active social involvement and the formation and development of identities Russian Social Science Review, 52 (1), 79-101 Robert, K P., Oleg, V P & Nigel, P M., (2008), “Spam and Beyond: An InformationEconomic Analysis of Unwanted Commercial Messages”, Journal of Organizational Computing and Electronic Commerce, 18, 1-29 Roberts, K (2004) Lovemarks: The future beyond brands New York: Powerhouse Books References 217 Roest, H., Rindfleisch, A., (2010), The influence of quality cues and typicality cues on restaurant purchase intention Journal of Retailing and Consumer Services, 17: 10– 18 Ross, P D., (2000), “ Marketing Without Consent: Consumer Choice and Costs, Privacy, and Public Policy”, Journal of Public Policy & Marketing, 19, 42-53 Savsar, M., (2012), Quality Assurance and Management, Croatia Scott, P.R., Jacka, J.M, (2011), Auditing Social Media: A Governance and Risk Guide, The IIA Research Foundation and John Wiley & Sons, Inc Shankman, P., (2010), Help A Reporter OUT (HARO) and Social Media Consultant, Author of Customer Service - New Rules for a Social Enabled World Sharda, N., & Ponnada, M., (2008), ” Tourism blog visualizer for better tour planning” Journal of Vacation Marketing, 14(2), 157–167 Sheth, J N & Parvatiyar, A., (1995), “Relationship Marketing in Consumer Markets: Antecedents and Consequences”, Journal of the Academy of Marketing Science, 23, 255-271 Shin, D H., (2010), “The effects of trust, security and privacy in social networking: a security based approach to understand the pattern of adoption” Interacting with Computers, 22, 428-438 Simon, P., (2010), The next wave of technologies: opportunities from chaos, John Wiley & Sons: Hoboken, NJ Smit, E., Bronner, F., & Tolboom, M (2007) Brand relationship quality and its value for personal contact Journal of Business Research, 60(6), 627-633 Stanciu, I., (2003), Managementul calităţii totale, Ed Cartea Universitară, Bucureşti Stelzner, M., (2009), Social Media vs Social Networking: What's the difference Stone, B., (2007), Microsoft to Pay $240 Million for Stake in Facebook, NewYork Times Sweeney, J C., Soutar, G N., & Johnson, L W., (1999), The role of perceived risk in the quality–value relationship: A study in a retail environment Journal of Retailing, 75(1), 77–105 218 References Su, Q., Li, L & Cui, Y.W., (2009), ”Analysing Relational Benefits in e-Business Environment from Behavioural Perspective” Systems Research and Behavioral Science, 26, 129-142 Taylor, F W., (1911), The principles of scientific management, Harper & Brothers, New York Tenopir, C Volentine,R and King, D.W., (2013), “Social media and scholarly reading”, Online Information Review, 37 (2), 193 – 216 Terpstra, M., (2013), WhatsApp & privacy Toivonen, R.M., (2012), Product quality and value from customer perspective – An application to wooden products, Journal of Forest Economics, Vol 8, 157-173 Thomson, M., MacInnis, D J., & Park, C.W (2005) The ties that bind: measuring the strength of consumers' emotional attachments to brands Journal of Consumer Psychology, 15(1), 77-91 Tsimonis, G and Dimitriadis, S., (2014), “Brand strategies in social media Marketing Intelligence & Planning”, 32 (3), 328 – 344 Tsimonis, G., Dimitriadis, S., (2014), “Consumer-Brand Relationships in Social Media”, Academy of Marketing Conference, Bournemouth University Tuchman, B.W., (1980), The decline of quality, The New York Times November 2, 1980, Sunday, Late City Final Edition, SECTION: Section 6; Tuten, T L., & Solomon, M R., (2013), “Social media marketing”, New Jersey: Pearson Education Verhagen, T., Nauta, A., Feldberg, F., (2013), ”Negative online word-of-mouth: Behavioral indicator or emotional release?”, Computers in Human Behavior, Nr 29, 1430 Vuori, M., (2012), “Exploring uses of social media in a global corporation” Journal of Systems and Information Technology, 14 ( 2), 155 – 170 Waller, M.A., Ahire, S., (1996), Management perception of the link between product quality and customers view of product quality International Journal of Operations & Production Management, Vol 16, Issue 9, 23-33 References 219 Yap, K., P., Soetarto, B., Sweeney, J., (2013), ”The relationship between electronic word-of-mouth motivations and message characteristics: The sender’s perspective”, Australasian Marketing Journal, Nr 21, 67 Yates, D., & Paquette, S (2011) Emergency knowledge management and socialmedia technologies: A case study of the 2010 Haitian earthquake International Journal of Information Management, 31(1), 6–13 Yen, R H J & Gwinner, K P., (2003), “Internet Retail Customer Loyalty: The Mediating Role of Relational Benefits”, International Journal of Service Industry Management, 14, 483-500 Yoo, K H., Lee, K S & Gretzel, U., (2007), “The role of source characteristics in eWOM: What makes online travel reviewers credible and likeable?” In M Sigala, L Mich, J Murphy, & A Frew (Eds., January) Paper presented at the 14th international ENTER conference, Ljubljana, Slovenia Wang, Y., Chan, S F & Yang, Z., (2013), “Customers’ Perceived Benefits of Interacting in a Virtual Brand Community in China”, Journal of Electronic Commerce, 14, 4965 Webster, T (2012), The social habit 2012 Edison Research Retrieved from Whiting, A., Williams, D., (2013), “Why people use social media: a uses and gratifications approach”, Qualitative Market Research: An International Journal, 16 (4), 362 – 369 Wilfong, J., (2010), Talent Culture Williams, D.L., Whiting, A (2013), Why people use social media: A uses and gratifications approach, Qualitative Market Research: An International Journal, Vol 16 Issue: 4, pp.362-369 Woo Yoo, C., Sanders, G L., Moon, L., (2013), Exploring the effect of e-WOM participation on e-Loyalty in e-commerce, Decision Support Systems, Nr 55, 669 Xiang, Z., Gretzel, U., (2010), Role of social media in online travel information search, Tourism Management, 179–188 Zeithaml, V.A., (1988), Consumers perception of prices, quality and value A meansend model and synthesis of evidences, Journal of Marketing, Vol 52, 2-22 220 References The business and culture of our digital lives, (2010), Los Angeles Times, ***57 Amazing WhatsApp statistics (March 2017) ***American Society for Quality Control (ASQC) ***Benefits of social media optimization for websites (2008) ***By the numbers: 230+ Interesting Instagram Statistics ***comScore (2011) The comScore 2010 mobile year in review Review Accessed 07.01.12 ***Deep Web for Enterprises – what you can learn about competitors and customers (and vice-versa) *** Quality definition ***Law Enforcement Investigators Guide (2006) ***Facebook Reactions – Dispare like-ul sau se transforma? *** Fortune 500 mission statements ***The Interactive Advertising Bureau (IAB) (2009) References 221 ***Meniuri achiziționate cu like-uri in restaurantele KFC ***Organizational orienteering: Linking Deming, Covey, and Senge in an Integrated Five Dimension Quality Model *** PC mag encyclopedia Retrieved December 2, 2010 ***Social media for lead generation ***Social media landscape 2018 *** Social media landscape 2017 *** Social research methods ***Standard: ISO 8402 Quality Management and Quality Assurance - Quality Vocabulary ***The Top 20 Valuable Facebook Statistics – Updated April 2019 *** The Top 10 Valuable Twitter Statistics – Updated April 2019 ***The Top 10 Valuable Snapchat Statistics – Updated May 2019 222 Other web references: http://www http://www References ... Class Quality Organization, London, Kogan Page Ltd © Springer Fachmedien Wiesbaden GmbH, part of Springer Nature 2020 D E Vlad, Concepts of Quality Connected to Social Media and Emotions, Sustainable... Fachmedien Wiesbaden GmbH, part of Springer Nature 2020 D E Vlad, Concepts of Quality Connected to Social Media and Emotions, Sustainable Management, Wertschöpfung und Effizienz, issued by specialists, existing on social media, depending on the respondent's level of trust in social media 165 Importance of information issued by strangers, existing on social media,
- Xem thêm -

Xem thêm: Concepts of quality connected to social media and emotions, 1st ed , denisa elena vlad, 2020 2222 , Concepts of quality connected to social media and emotions, 1st ed , denisa elena vlad, 2020 2222

Mục lục

Xem thêm

Gợi ý tài liệu liên quan cho bạn