Consumer and Firm Interactions on Social Media

Show simple item record Shahbaznezhad, Hamidreza en Tripathi, Arvind en
dc.coverage.spatial Marina Bay Sands, Singapore en 2016-04-26T23:43:38Z en 2015-07-05 en
dc.identifier.citation Proceedings of Pacific Asia Conference on Information Systems (PACIS) 2015, 2015, pp. 1 - 11 en
dc.identifier.uri en
dc.description.abstract Social media platforms are becoming desired and efficient communication channel in a variety of markets. As a result of that, fan pages on social media platforms are now playing a central role in customer-firm interactions and firms are scrambling to come up with social media strategies for their stakeholders. Extant research largely focuses on marketing on social media platforms and effect of fan page activity on consumer behaviour and firm profitability; little attention has been paid to customer and firm interactions on social media platforms. A few recent studies have explored adaptation of customer-firm interaction strategies from traditional media, in social media contexts. In this research, we investigate user behaviour on firms’ fan pages on social media platforms. We have collected data about user engagement on firms’ twitter pages for five consequent years. We find that users employ social media platform features for their need to gain knowledge and gratification. Further, contrary to popular belief, firms are more likely to follow quiet consumers than vocal fans. Practical implications of our findings have been discussed. en
dc.description.uri en
dc.publisher AIS en
dc.relation.ispartof Pacific Asia Conference on Information Systems (PACIS) 2015 en
dc.relation.ispartofseries Proceedings of Pacific Asia Conference on Information Systems (PACIS) 2015 en
dc.rights Items in ResearchSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Previously published items are made available in accordance with the copyright policy of the publisher. en
dc.rights.uri en
dc.subject Social Media en
dc.subject Users en
dc.subject Firms en
dc.subject Participation en
dc.title Consumer and Firm Interactions on Social Media en
dc.type Conference Item en
pubs.begin-page 1 en
dc.rights.holder Copyright: AIS en en
pubs.end-page 11 en
pubs.finish-date 2015-07-09 en
pubs.publication-status Published en
pubs.start-date 2015-07-05 en
dc.rights.accessrights en
pubs.subtype Proceedings en
pubs.elements-id 487396 en
dc.relation.isnodouble 1129978 * Business and Economics en Info Systems & Operations Mgmt en Management & Intl Business en
pubs.record-created-at-source-date 2015-05-20 en

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