With the widespread adoption of technology, firms have no choice but to embrace the technology craze if they wish to remain relevant in the market. The arrival of technological has brought up social media which has been widely adopted by firms as a new communication tool used for obtaining information regarding customer needs and new market information and trends. Previous research indicates that the use of social media in businesses is closely linked to product innovation. Disgruntled employees resort to using social media platforms to express their frustrations at firms that offer substandard services. In so doing, social media platforms can be used as a way of measuring customer satisfaction and coming up with rapid solutions to address this unfairness. Kristin Gunderson (2014) in their article argue that; social media platforms are not just for social interaction but can be used as a recruitment tool for companies. Companies which have a presence on such platforms as LinkedIn post their portfolio which can easily be accessed by potential employees who might have an interest in working for the firm. As such, firms that do not embrace social media end up losing out on qualified employees. So what really defines social media? This research paper seeks to determine why a transport company, Kowloon Motor Bus, would choose to incorporate social media into its operations.
- To explore the impact of social media on the business operations- To investigate how fast KMB responds to social media crisis
- To investigate the effectiveness of social media as a communication tool
Key Literature: Models & Theories
Corcoran et al. (2009) claimed that Brands aim to adapt to social media world, that illustrates the widespread adoption of social media by firms in the United States. According to them, low to high brands have embraced social media to foster interactions with their clients, boost its sales volumes and strengthen the brand image. Companies are now building relationships with their customers through social media platforms such as Facebook, Instagram and Youtube as well as creating reviews of different company products. Dutta (2010) find that Social media is slowly changing the business environment and changing the way business leaders are perceived. However, corporate have a commanding social media presence because of several reasons: they provide a low-cost platform through which communication can be handled and create a sense of identity within and outside the entity (Schneider, 2014). They also allow for rapid engagement with peers, customers, and the general public so as to build relationships.
Aula (2010) elaborated on the dangers and risks that social media pose to the reputation of business. Negative publicity generated by a company can easily spread through social media platforms and tint the image of a company. Youtube, Facebook, and Instagram are common and popular social media platforms through which negative publicity related to a company can easily and rapidly be spread.
Kietzmann et al. (2011) gives seven features that characterize social media: the ability to share information in the form of messages, audio and video, ability to create groups, reputation, and ability to build relationships, identity, presence, and conversations. Such are the building blocks that make up social media, and the different blocks can be used by a firm to their own advantage. Customers have expectations with regards to how service companies ought to address their issues and as such, the companies should offer a speedy and quality response.
The case study will be conducted using secondary data obtained from customer reviews obtained online from different websites, library resources. Information from different journals articles, websites, annual reports. The target population for the study will be people using social media, and one point have access to the website and shared the information. The secondary data that will be obtained for the purpose of the study will entail a lot of confidentiality and privacy, therefore information disseminated by a social media user will not bridge any ethical issue.
TimeLine of Dissertation
Initial research Jul., 2016
Finalize research objectives Aug., 2016
Draft research proposal Sep., 2016
Literature review Oct., 2016
Research design Jan., 2017
Data collection and analysis Apr., 2017
Conclusion July., 2017
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Corcoran, Cate T.; Feugere, Stephane, c. (2009). Brands Aim To Adapt To Social Media World. [online] Connection.ebscohost.com.
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Dutta, S. (2010). Managing Yourself: Whats Your Personal Social Media Strategy?. [online] Harvard Business Review.
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Schneider, M. (2014). How Well Do Top Bus Companies Practice Social Customer Service?. [online] Social Media Today.
Available at: http://www.socialmediatoday.com/content/how-well-do-top-bus-companies-practice-social-customer-service [Accessed 8 Sep. 2016].
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