User reward programs in online social media

Mirzaei, Fouad H.; Ødegaard, Fredrik; Yan, Xiaohui

doi:10.1016/j.omega.2015.02.007

Cited by 5 publications

(3 citation statements)

References 38 publications

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“…Customers' negative sentiments on social media provide a reference for decision-makers to determine the timing of product recall (Zavala and Ramirez-Marquez, 2019). Other scholars have used game theoretic methods to investigate the use of customer referral incentives, user reward programs and employees' blogging behavior in social media (Huang et al, 2015;Lobel et al, 2016;Mirzaei et al, 2015). Last, scholars have adopted content analysis and coding analytics to manipulate the unstructured data generated from social media (Chan et al, 2016;Lee et al, 2018).…”

Section: Theoretical Background and Hypothesis Development 21 Social Media Usage In Operationsmentioning

confidence: 99%

Social media–based customer service and firm reputation

Guo

Fan

Xiao

2020

IJOPM

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PurposeThis study investigates the effects of using social media for customer service on firms' reputation building. In addition, this study explores the role of absorptive capacity, ISO (International Organization for Standardization) 9,000 implementation and periodic training for management and employees in the relationship between social media–based customer service and firm reputation.Design/methodology/approachThis study sampled 115 US-listed firms and collected secondary data from five databases as follows: Factiva, Fortune's World's Most Admired Companies (WMAC), Standard & Poor's COMPUSTAT, American Customer Satisfaction Index (ACSI) and Thomson Reuters’ Environmental, Social and Governance (ESG). This study developed a panel dataset of these 115 firms from 2007 to 2016 and conducted dynamic panel data analyses to examine the hypotheses.FindingsThis study finds that a higher number of social media channels used for customer service is associated with a higher reputation score for a firm. In addition, the positive relationship is reinforced when a firm has a high absorptive capacity level, an ISO 9000 quality management system and offers periodic training for management and employees.Originality/valueTo the best of our knowledge, this is the first study to investigate the relationship between social media–based customer service and firm reputation. This study also explores the boundary factors in terms of firm absorptive capacity, ISO 9000 quality management systems and training for management and employees.

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Section: Theoretical Background and Hypothesis Development 21 Social Media Usage In Operationsmentioning

confidence: 99%

Social media–based customer service and firm reputation

Guo

Fan

Xiao

2020

IJOPM

View full text Add to dashboard Cite

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“…Leduc et al (2017) use dynamic games to study the seller's optimal pricing and referral rewards when introducing new products or technologies. Mirzaei et al (2015) propose a pre-asymmetric duopoly online social media game to study whether a revenuesharing plan should be developed to reward its contributing users. The above research mainly uses game theory for modeling analysis.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Mirzaei et al. (2015) propose a pre‐asymmetric duopoly online social media game to study whether a revenue‐sharing plan should be developed to reward its contributing users. The above research mainly uses game theory for modeling analysis.…”

Section: Literature Reviewmentioning

confidence: 99%

Marketing strategy selection of referral reward under social network: RRWS, RRMS, or dual strategy?

Gao

Zhao

Qin

2020

Int Trans Operational Res

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With the arrival of the social media era and the fragmentation of consumer habits, how to develop the optimal marketing strategy for products has become a hot topic. When a consumer purchases a product, the firm provides a link for him/her to share with friends, and doing so can expand demand and increase profits. This paper considers three strategies: the referral reward strategy that does not care whether successful, the referral reward strategy that must be successful, and the dual strategy. To provide firms with advice, this paper adopts literature analysis and survey analysis to examine the three strategies of operation mode, and uses backward induction and optimization method to solve the optimal pricing. Finally, the influence of different network structures on strategy selection is studied by numerical simulation experiments. Results show that the strategy of referral reward under social network is feasible and profitable when the firm faces serious information problems and the reward cost is low. Compared with the basic model without bonuses, the introduction of rewards reduces the price of first‐period consumers and affects their motivation to share information. Among the three strategies, the distribution ratio of the unit bonus has little effect on profit. The second‐period price and profits of the dual strategy are higher than those of the two other strategies. Besides, the structure of social networks has a small impact on profits, so adopting the dual strategy can obtain higher profit than adopting either of the other two strategies.

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