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    Social Network Sites: Modeling the New Business-Customer Relationship

    Access Status
    Fulltext not available
    Authors
    Isaias, Pedro
    Pifano, S.
    Miranda, P.
    Date
    2011
    Type
    Book Chapter
    
    Metadata
    Show full item record
    Citation
    Isaias, P. and Pifano, S. and Miranda, P. 2011. Social Network Sites: Modeling the New Business-Customer Relationship. In Social Networking and Community Behavior Modeling: Qualitative and Quantitative Measures, 248-265: IGI Global.
    Source Title
    Social Networking and Community Behavior Modeling: Qualitative and Quantitative Measures
    DOI
    10.4018/978-1-61350-444-4
    Additional URLs
    http://www.igi-global.com/chapter/social-network-sites/61677
    ISBN
    1613504446
    School
    School of Information Systems
    URI
    http://hdl.handle.net/20.500.11937/36984
    Collection
    • Curtin Research Publications
    Abstract

    The internet and the emergence of social technologies and platforms are at the origin of new consumer trends. The growing empowerment of customers is having a restructuring impact in business-consumer relationships and it is pressing businesses to uncover new strategies to engage their clients. This chapter argues that the presence of the corporate sector in Social Network Sites (SNSs) presents a successful method of building proficient relationships with customers that are more compliant with the new facets of consumers’ profile and behaviour. This research crosses classical academic literature with case studies available in social media to gather a compilation of challenges and potential solutions to the application of SNSs to business-consumer relationships. This compilation is preceded by an introductory section, which explores the definition and possible applications of SNSs in business, and a section dedicated to an overview of the novel consumer trends.

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