Zoekresultaten

Handling consumer messages on social networking sites

Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation theory to theorize how proactive customer service interventions with consumer messages on social network sites may evoke feelings of privacy infringement. Subsequently we use privacy calculus theory to propose how these perceptions of privacy infringement, together with the perceived usefulness of the intervention, in turn drive customer satisfaction. In two experiments, we find that feelings of privacy infringement associated with proactive interventions may explain why only reactive interventions enhance customer satisfaction. Moreover, we find that customer satisfaction can be modeled through the calculus of the perceived usefulness and feelings of privacy infringement associated with an intervention. These findings contribute to a better understanding of the impact of privacy concerns on consumer behavior in the context of firm–consumer interactions on social network sites, extend the applicability of privacy calculus theory, and contribute to complaint and compliment management literature. To practitioners, our findings demonstrate that feelings of privacy are an element to consider when handling consumer messages on social media, but also that privacy concerns may be overcome if an intervention is perceived as useful enough.

Social media news patterns

Wereldwijd onderzoek: Hoe gebruiken nieuwsmedia social media? Jongeren lezen geen krant meer, ze kijken op hun smartphone die ze altijd bij de hand hebben. Binnen het lectoraat social media en reputatiemanagement van NHL hogeschool te Leeuwarden heeft een groep internationale studenten in 12 landen onderzoek gedaan. Hierbij hebben ze meer dan 150 social media sites bestudeerd van nieuws media. De resultaten maken deel uit van een internationaal onderzoek van NHL Hogeschool en Haaga Helia University. De onderzoeksvraag was: Wat speelt zich af in de nieuwsmedia? Persbureaus kunnen het overzicht gebruiken om hun social media te optimaliseren. En voor ieder die journalistiek een warm hart toedraagt is het interessante informatie over de nieuwsmedia in een overgangssituatie (2nd edition)

The Psychology of Social Networking

Hoofdstuk 2 gaat over peer en professionele online support voor ouders bij het opvoeden. In totaal bevat het boek 31 hoofdstukken over sociaal netwerken, geschreven door tientallen onderzoekers wereldwijd.

The relation between social network site usage and loneliness and mental health in community-dwelling older adults

BACKGROUND: Loneliness is expected to become an even bigger social problem in the upcoming decades, because of the growing number of older adults. It has been argued that the use of social network sites can aid in decreasing loneliness and improving mental health. The purpose of this study was to examine whether and how social network sites usage is related to loneliness and mental health in community-dwelling older adults. METHOD: The study population included community-dwelling older adults aged 60 and over residing in the Netherlands (n = 626) collected through the LISS panel (www.lissdata.nl). Univariate and multivariate linear regression analyses, adjusted for potentially important confounders, were conducted in order to investigate the relation between social network sites usage and (emotional and social) loneliness and mental health. RESULTS: More than half of the individuals (56.2%) reported to use social network sites at least several times per week. Social network sites usage appeared unrelated to loneliness in general, and to emotional and social loneliness in particular. Social network sites usage also appeared unrelated to mental health. Several significant associations between related factors and the outcomes at hand were detected. CONCLUSION: In this sample, which was representative for the Dutch population, social network sites usage was unrelated to loneliness and/or mental health. The results indicate that a simple association between social network site usage and loneliness and mental health as such, cannot automatically be assumed in community-dwelling older adults.

Social movements and collective action through social networking sites: the case of the Occupy Buffer Zone movement in Cyprus

The Social Web and Learning

On the internet we see a continuously growing generation of web applications enabling anyone to create and publish online content in a simple way, to link content and to share it with others: wellknown instances include MySpace, Facebook, YouTube, Flickr, Wikipedia and Google Earth. The internet has become a social software platform sailing under the Web 2.0 flag, creating revolutionary changes along the way: the individual, the end-user, comes first and can benefit optimally from an environment which has the following keywords: radically user-oriented, decentralized, collective and massive. ‘An environment in which each participant not only listens, but can also make his own voice heard’: the Social Web. This document describes a brief exploration of this Social Web and intends to gain insight in possible fundamental changes this phenomenon is causing or might cause in our society. Particular attention will be paid to the impact of the Social Web on learning and education. For how do two apparently contrary developments touch and overlap? On the one side we have the rapid growth of technologies bringing individuals together to communicate, collaborate, have fun and acquire knowledge (social software). And on the other hand we have the just conviction within the world of education that young people should not only acquire knowledge and information, but should also have all kinds of skills and experience in order to meet social and technological changes deliberately, and prepare for a life long of learning.