Usage of Social Media Systems in Customer Service Strategies

Abstract

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.

Analysis Effect of Service Recovery on Customer Loyalty With Satisfaction and Wom (Word of Mouth) as Mediation Variables at Four-Star Hotels in Batam City

“…The results of H6 state that satisfaction is proven to be able to mediate service recovery with customer loyalty significantly. This result is following the study conducted by (Ramanjaneyulu & Acharyulu, 2018;Rossmann et al, 2017;Tsao, 2018), it can be defined that when the third repair service recovery is implemented very well by service providers and according to customer requests, service users will feel happy because they feel their criticisms and complaints are heard and responded to. Through good handling by service providers, the good experiences that service users experience may be channeled by returning to the place.…”

“…If the service is restored effectively, it will cause satisfaction to service users. If service recovery is also based on complaints from service users, service users will feel cared for and can thrill service users to become loyal (Rossmann et al, 2017). Satisfaction of service users contributes to service recovery and has a direct impact on consumer attitudes and behavior.…”

Categorization of Customer Complaints in Food Industry Using Machine Learning Approaches

“…These companies' customers are encouraged to participate in a survey by a direct message or email from one of the social media platforms after a service experience. One of the most popular social media platforms, Facebook, was mainly preferred by Generation Y (people born between 1981 and 1996) to express their complaints (Rossmann et al, 2017). Even though these surveys enable companies to receive feedback on purchased products and services with star ratings or points (Sohail et al, 2016;Bhole and Hanna, 2017).…”

توسیط قیمة العمیل فی العلاقة بین أنشطة مواقع التواصل الاجتماعی وولاء العمیل بالتطبیق على عملاء شرکات تقدیم خدمات التلیفون المحمول فی مصر

“…In addition, it shows that customer equity mediates the relationship between social media activities and customer loyalty. Alkaya and Ercan, 2017;Koivulehto, 2017;Rienetta etal., 2017;Ou et al, 2017;Abdelbaset et al, 2016;Wang et al, 2016;Yuan et al, 2016;Ural and Duygu , 2015;Lee etal., 2014;Dwivedi et al, 2012;Nam et al, 2011;Zhang et al, 2010;Chahal et al, 2010;Stevens, 2006;Rust et al, 2004 ( Chege, 2017;Rossmann et al, 2017;Kodippili et al, 2017;Muchardie et al, 2016;Mehrabi et al, 2014 Ou et al, 2017;Abdelbaset et al, 2016;Dwivedi et al, 2012;Nam et al, 2011;Zhang et al, 2010;Chahal et al, 2010;Stevens, 2006…”