A social media analytic framework for improving operations and service management: A study of the retail pharmacy industry

2020 ◽  
pp. 120504
Author(s):  
Yuanzhu Zhan ◽  
Runyue Han ◽  
Mike Tse ◽  
Mohd Helmi Ali ◽  
Jiayao Hu
Keyword(s):  
Social Media ◽  
Service Management ◽  
Analytic Framework ◽  
Retail Pharmacy

scholarly journals Stakeholders’ Engagement and Strategic Management of Social Media

2018 ◽  
Vol 3 (6) ◽  
pp. 47-56
Author(s):  
Leila Meratian Esfahani ◽  
Lester W. Johnson
Keyword(s):  
Social Media ◽  
Strategic Management ◽  
Conceptual Model ◽  
Service Management

Social media is becoming integral to many organizations as a tool for marketing, customers’ service management, interacting with employees, etc. However, recent research shows that organizations are still struggling to find an effective way to strategically manage social media and engage with various stakeholders. As a result, there is a need to investigate the issue in depth. Therefore, in this paper, we develop a comprehensive conceptual model for organizations to engage with stakeholders and strategically managing social media.

Signs of #self: a Peircean semiotic framework for theorizing self-(re) presentations on Instagram

2021 ◽  
pp. 147035722110224
Author(s):  
Zoe Hurley
Keyword(s):  
Social Media ◽  
Charles Sanders Peirce ◽  
Analytic Framework ◽  
Facial Displays

Performances of self on social media are mediated via platform interfaces and social rituals while dramaturgical or theatrical perspectives of frontstage/backstage identity are frequently drawn upon in scholarship. However, emphasis on face and self-portraiture tends to background other forms of representation exhibiting objects, places and the various people that could be viewed as facets of the extended or disembodied self. In this article, Instagram is taken as a case to illustrate self-(re)presentations, beyond icons or selfies (the popular term for photographic self-portraiture), to include the symbols and indexical signs of subjectification. To this purpose, the author draws on the semiotic philosophy of Charles Sanders Peirce (1839–1914) in order to develop an analytic table of sign correlates. The Peircean sign doctrine is applied to systematically analyse observable elements as well as to consider the routine, abstract and conceptual sign phenomena constituting meanings in an interpreter’s mind. The analytic framework helps to unravel a series of densely stitched compound-signs, interweaving Instagrammers’ self-(re)presentations. Importantly, the sign typology does not dispense with performative ontologies entirely but suggests that signs of self cannot necessarily be removed ‘backstage’. Conversely, considering self-(re)presentations, beyond facial displays, is fruitful for theorizing what is shown, inferred as well as obscured. In turn, this illuminates self-(re)presentations orchestrated within broader sociomaterial constructs and the symphony of signs.

scholarly journals Over a decade of social opinion mining: a systematic review

2021 ◽  
Author(s):  
Keith Cortis ◽  
Brian Davis
Keyword(s):  
Systematic Review ◽  
Social Media ◽  
Customer Service ◽  
Real World ◽  
Service Management ◽  
Opinion Mining ◽  
Research Area ◽  
Future Research ◽  
Depth Analysis ◽  
Social Media Platforms

AbstractSocial media popularity and importance is on the increase due to people using it for various types of social interaction across multiple channels. This systematic review focuses on the evolving research area of Social Opinion Mining, tasked with the identification of multiple opinion dimensions, such as subjectivity, sentiment polarity, emotion, affect, sarcasm and irony, from user-generated content represented across multiple social media platforms and in various media formats, like text, image, video and audio. Through Social Opinion Mining, natural language can be understood in terms of the different opinion dimensions, as expressed by humans. This contributes towards the evolution of Artificial Intelligence which in turn helps the advancement of several real-world use cases, such as customer service and decision making. A thorough systematic review was carried out on Social Opinion Mining research which totals 485 published studies and spans a period of twelve years between 2007 and 2018. The in-depth analysis focuses on the social media platforms, techniques, social datasets, language, modality, tools and technologies, and other aspects derived. Social Opinion Mining can be utilised in many application areas, ranging from marketing, advertising and sales for product/service management, and in multiple domains and industries, such as politics, technology, finance, healthcare, sports and government. The latest developments in Social Opinion Mining beyond 2018 are also presented together with future research directions, with the aim of leaving a wider academic and societal impact in several real-world applications.

Physics Students' Social Media Learning Behaviours and Connectedness

2015 ◽  
Vol 6 (2) ◽  
pp. 16-35 ◽  
Author(s):  
Rachel F. Moll ◽  
Wendy Nielsen ◽  
Cedric Linder
Keyword(s):  
Social Media ◽  
Science Learning ◽  
Focus Group Interview ◽  
Analytic Framework ◽  
Physics Learning ◽  
Physics Students ◽  
Learning Contexts ◽  
Science Curricula ◽  
Media Learning ◽  
Learning Behaviours

Drawing on a complexity thinking perspective on learning, the conditions of emergence for complex systems were used as an analytic framework to characterize social media learning behaviours for their potential to promote connectedness. The authors' analysis identifies trends in secondary and tertiary physics students' social media use from focus group interview data and characterizes the nature of these behaviours for their potential to benefit students' understanding of the content of science curricula. While the authors' study focuses on physics learning, they propose implications that extend to other science learning contexts vis-a-vis how to transform connectivity learning behaviours into connectedness learning behaviours.

Motivating millennials to engage in charitable causes through social media

2014 ◽  
Vol 25 (3) ◽  
pp. 334-348 ◽  
Author(s):  
Michele Paulin ◽  
Ronald J. Ferguson ◽  
Nina Jost ◽  
Jean-Mathieu Fallu
Keyword(s):  
Social Media ◽  
Impression Management ◽  
Service Management ◽  
Strong Predictor ◽  
Autonomous Motivation ◽  
Positive Influence ◽  
Content Type ◽  
Youth Homelessness ◽  
Practical Standpoint ◽  
Social Causes

Purpose – It has been suggested that the future success of non-profit organizations lies in ensuring the sustainable involvement of the Millennial generation through social network sites. Facebook is a social media (SM) network that creates new research contexts and methodologies in service management. Organizations must now engage in learning how customer-with-customer interactions in SM could work best for them. The purpose of this paper is to better understand the factors influencing Millennials support for social causes through their autonomous engagement in the public environment of SM. Design/methodology/approach – The authors conducted two studies of events for social causes (breast cancer and youth homelessness). In each, two Facebook event pages appealing to others-benefits and self-benefits were designed. Participants were randomly assigned the task of examining the appeal pages online. The dependent variables were two sets of intentions in support of the cause (online and offline). The effectiveness of an others-benefit vs a self-benefit Facebook appeal, the influence of empathetic identification with these causes and the direct and mediating effects of autonomous motivation was studied. Findings – The studies provide consistent evidence that, to gain Millennial's support for social causes through SM, it is better to appeal mainly to the benefits others derive than to benefits to the self. Autonomous motivation is a strong predictor of supportive intentions and it also significantly mediates the positive influence of empathetic identification with a cause. Self-reported behavioral data following the youth homelessness event provided empirical evidence that the supportive intentions data were valid predictors of actual behaviors. Originality/value – The paper used innovative experimental and correlational research methodologies to address Millennial's social behaviors within a SM context. The paper also introduced self-determination theory of motivation to this literature. From a practical standpoint, Millennials readily engage in impression management. Therefore, their supportive activities should be publicly lauded. Managers should also identify those Millennials who already empathize with the cause and facilitate their ability to influence other members in their networks. SM are changing at a fast pace and managers should employ Millennials in developing pertinent strategies and practices to keep pace. Taking advantage of marketing “with” Millennials can facilitate the development of new approaches for creating and supporting cause events.

Where Social Media Meets AAC

ASHA Leader ◽  
2015 ◽  
Vol 20 (7) ◽  
Author(s):  
Vicki Clarke
Keyword(s):  
Social Media
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