This paper examines the efficacy of social media systems in customer complaint handling. The emergence of social media, as a useful complement and (possibly) a viable alternative to the traditional channels of service delivery, motivates this research. The theoretical framework, developed from literature on social media and complaint handling, is tested against data collected from two different channels (hotline and social media) of a German telecommunication services provider, in order to gain insights into channel efficacy in complaint handling. We contribute to the understanding of firm's technology usage for complaint handling in two ways: (a) by conceptualizing and evaluating complaint handling quality across traditional and social media channels and (b) by comparing the impact of complaint handling quality on key performance outcomes such as customer loyalty, positive word-of-mouth, and crosspurchase intentions across traditional and social media channels.
Abstract. This paper provides an introduction to the topic of Enterprise Social Networks (ESN) and illustrates possible applications, potentials, and challenges for future research. It outlines an analysis of research papers containing a literature overview in the field of ESN. Subsequently, single relevant research papers are analysed and further research potentials derived therefrom. This yields seven promising areas for further research: (1) user behaviour; (2) effects of ESN usage; (3) management, leadership, and governance; (4) value assessment and success measurement; (5) cultural effects, (6) architecture and design of ESN; and (7) theories, research designs and methods. This paper characterises these areas and articulates further research directions.
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