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

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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, ecoistics.institute 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, ecoistics.institute Dr Markus Bodemann Prof Dr René Schmidpeter, Center for Advanced Sustainable Management, Cologne Business School More information about this series at http://www.springer.com/series/15909 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 https://doi.org/10.1007/978-3-658-28867-9 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? 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Quality Management and Quality Assurance - Quality Vocabulary http://segoldmine.ppi-int.com/content/standard-iso-8402-quality-management-andquality-assurance-quality-vocabulary ***The Top 20 Valuable Facebook Statistics – Updated April 2019 https://zephoria.com/top-15-valuable-facebook-statistics/ *** The Top 10 Valuable Twitter Statistics – Updated April 2019 https://zephoria.com/twitter-statistics-top-ten/ ***The Top 10 Valuable Snapchat Statistics – Updated May 2019 222 https://zephoria.com/top-10-valuable-snapchat-statistics/ Other web references: http://www.businessofapps.com/data/whatsapp-statistics/ http://bluefocusmarketing.com/ http://www.contentrulesbook.com/ http://www Facebook.com http://www.facebrands.ro https://foundationinc.co/lab/b2b-marketing-linkedin-stats/ https://heidicohen.com/social-media-definition/ https://www.omnicoreagency.com/instagram-statistics/ https://www.omnicoreagency.com/youtube-statistics/ http://www smorules.com http://www.statista.com http://www.wikipedia.org http://www.yahoo.com http://www.YouTube.com 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, https://doi.org/10.1007/978-3-658-28867-9_1... 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,
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