World Academy of Science, Engineering and Technology 77 2011

Social Network Management Enhances Customer Relationship
Srisawas, Siriporn and Rotchanakitumnuai, Siriluck

Abstract—The study aims to develop a framework of social
network management to enhance customer relationship. Social network management of this research is derived from social network site management, individual and organization social network usage motivation. The survey was conducted with organization employees who have used social network to interact with customers. The results reveal that content, link, privacy and security, page design and interactivity are the major issues of social network site management. Content, link, privacy and security, individual and organization motivation have major impacts on encouraging business knowledge sharing among employees. Moreover, Page design and interactivity, content, organization motivation and knowledge sharing can improve customer relationships.

aspect that can assist social network usage of employees to interact with customer and create business knowledge sharing. Relatively little research has integrated social network site management, individual and organization social network usage motivation with knowledge sharing and customer relationship. This research aims to develop social network management component that can enhance knowledge sharing and customer relationship. II. LITERATURE REVIEW Business knowledge sharing Social network can increase business knowledge sharing. Tacit knowledge is one result of using social network [22]. Tacit knowledge is deeply rooted in action, commitment, and involvement in a specific context [21]. Most organization found that knowledge sharing influences the willingness of an individual to share his/her knowledge [8]. Knowledge from customers is mainly generated within business processes. For example, when marketing personnel collects complaint from customer via the social network channel, data can be used to discuss and set the better service requirements to customers [20]. Social network sites management Social networks focused on building online social network or communities of people who wanted to share interests and interact with others [24]. There were many components in social network that needs to be managed properly such as page design [31], interactivity [1, 35, 36, 38], content [36], privacy [10, 29, 33, 38], security [10] and linkage [7, 36]. The better site management can enhance knowledge sharing [22]. The first hypothesis with four sub hypotheses was as the following: H1: The higher level of social network site management, the higher level of business knowledge sharing among employees. H1a: The higher level of privacy and security policy, the higher level of business knowledge sharing among employees. H1b: The higher level of page design and interaction, the higher level of business knowledge sharing among employees. H1c: The higher level of linkage, the higher level of business knowledge sharing among employees. H1d: The higher level of content, the higher level of business knowledge sharing among employees.

Keywords—Social network management, social network site, motivation, knowledge sharing, customer relationship I. INTRODUCTION

R

ECENTLY, people use social network to interact with customers [29]. Social network have many benefits which include knowledge sharing, improved feedback/service, improved market and sales [5]. From the organizations’ viewpoint, use of social network channel can enhance relationship to customers [12, 13, 39]. Social network is used to gather information from customers, analyze customer information, and respond to customer faster. Prior research on social network has mainly focused on individual perspectives such as the impact of social influence, social presence [12, 13], behavior and benefits [38]. Social network sites provide an opportunity to enhance relationship between customer and business [29]. Therefore, it’s important to know how to manage social network site in details so that organization can use as the framework to manage social network site more effectively. The better social network site management can make customers feel impression and intention to use the site. Only effective social network site management cannot enhance knowledge sharing among employees. Behavior of employees who deal with customer is a major factor of creating business knowledge sharing. The use and gratification theory mentions that individual motivation of social network usage can enhance knowledge sharing [1, 30]. Moreover, organization motivation is another management
Srisawas S. is currently a master student of Management Information Systems, Faculty of Commerce and Accountancy, Thammasat University, Bangkok 10200, Thailand (e-mail: srisawas.siri@gmail.com). Rotchanakitumnuai S., corresponding author, is now the professor of Department of Management Information Systems, Faculty of Commerce and Accountancy, Thammasat University, Bangkok 10200, Thailand (siriluck@tu.ac.th).

607

Engineering and Technology 77 2011 A. H3: The higher level of organization social network usage motivation. the higher level of customer relationship. H6: The higher level of organization social network usage motivation. Social Network  Site   Management  H1 Business  knowledge  sharing  H2 Individual Social  network usage  motivation  H7 H4 H3 H5 Customer  Relationship  Organization  social network  usage motivation. Self-discovery was learning of individual from self-interaction through society. The social network site management had an impact on enhancing customer relationship [1. 17. The decision-making and problem solving power was an important empowerment that allowing employees to use social network channel to respond and solve customers’ problem immediately [22. The use and gratification theory explained that factors influencing motivations for using different media consisted of a large number of values: purposive value. Finally entertainment value derived from fun and relaxation through interacting with others [12. learning through social network participation [12. the higher level of business knowledge sharing. 2010) indicated that many companies start to use social network to build relationship with customers. C. 23]. B. 27. Questionnaire was developed to ask the five constructs of the framework. the higher level of customer relationship. Social enhancement was the value from obtaining acceptance and approval from other members through social network. the positive of empowerment management of the organization was the encouragement of allowing employees to do something more creatively with the reward system [6. Finally. 25]. Organization needed to support resources to employees so that specific task can be performed successfully [33]. The profile of respondents was shown in Table I 608 . H7: The higher level of business knowledge sharing. Customer relationship Many organizations wanted to build long-term relationships with the customers. the higher level of customer relationship. 1 The research framework of social network management to enhance customer relationship was illustrated III. 15. the higher level of business knowledge sharing. maintaining interpersonal connectivity. the higher level of customer relationship. The target respondents were employees who have ever used social network to contact with the customers. Purposive value derived from accomplishing including and giving or receiving information/knowledge. Finally. the higher level of customer relationship. The previous work revealed that individual motivation can enhance business knowledge sharing among employees [1. The total of 287 employees responded to the questionnaire. the higher level of customer relationship. 29]. the higher level of customer relationship.Individual social network usage motivation One factor that has an influence on social network management is individual motivation to use social network. 22. In addition. entertainment value. Therefore. H4c: The higher level of linkage. Integrated customer knowledge can build close cooperation with their customers [3].World Academy of Science. 13. the next hypothesis was: H4: The higher level of social network site management. H4d: The higher level of content. H4b: The higher level of page design and interaction. Specific to this context. 22]. business knowledge sharing led to enhance customer relationship [22].  H6 Fig. 14. self-discovery. 13]. Data were collected through online social network channel to ask the employees’ perspectives about social network management. the higher level of customer relationship. H2: The higher level of individual social network usage motivation. Maintaining interpersonal connectivity was one social benefit derived from establishing and maintaining contact with other people and keeping track with other members. 11]. the clear policy of employee empowerment to interact with online customers can motivate employees to participate in responding to customers more frequently [26]. H5: The higher level of individual social network usage motivation. social enhancement. METHODOLOGY Survey research was conducted with organizations using social network to interact with their customers. both individual and organization social network usage motivation can create relationship with customers [1. H4a: The higher level of privacy and security policy. 10.Organization social network usage motivation Employees’ empowerment from the organization can motivate individuals to participate and perform the work effectively [35]. 30]. Therefore. The social network management provided potential value of enhancing customer relationship which can create customer satisfaction and retention [5]. Abed Abedniya & Sahar Sabbaghi Mahmouei.

organization motivation. p<.71 13.511 B 0.34 Dependent: Business knowledge sharing R2 = 0. TABLE IV THE IMPACT OF FACTORS THAT ENHANCE CUSTOMER RELATIONSHIP Variable Privacy and Security Page design and interaction Linkage Content Individual motivation Organization motivation Business knowledge sharing Dependent: Customer relationship R2 = 0. and organization motivation had positive influences on business knowledge sharing. and linkage of the social network to the related information.22 3. individual motivation.280 0. Page design and interaction factor had no impact on knowledge sharing (H1b is rejected) (See Table III). RESULTS Exploratory factor analysis was used to explore the components of social network management which consisted of social network site management. TABLE II THE RESULT OF FACTOR ANALYSIS AND RELIABILITY TESTING % No.441% Table IV showed that page design and interaction. V.000* 0.755 Individual motivation 5 0.000* 287 115 14 1 63 213 10 1 68.548 *Sig.036 0.234 0. Quality of content on the social network site has major impacts on both business knowledge sharing and customer relationship. content.524 0. CONCLUSION This study aimed to examine the components of social network management which can create customer relationships.11 16.918 which is acceptable (> 0. individual and organization motivation to use social network.05 222 218 188 161 152 115 91 40 16 10 6 5 4 23. organization needs to concern about webpage design. p<.443 0. page design and interaction.330 Sig 0.000* 0. H6 and H7 were accepted. linkage.09 1.067 0. The two components of social network site management that having impact on encouraging business knowledge sharing within the organization were privacy and security policy. and knowledge sharing had positive influence on customer relationship. content. the result illustrated that the organization motivation component had negative impact on knowledge sharing.48 2.210 *Sig.82 27.39 The regression analysis showed that privacy and security.822 74.05 Sig 0.169 -0.36 0. Individual and organizational social network usage motivations were very important antecedents of social network management.798% Page design and interaction 5 0. and content management. linkage and content (Table II). linkage.001* IV.851 64.625% Customer relationship 3 0. Table II presented the Cronbach’s alpha of each factor ranging from 0.World Academy of Science. The survey results showed that the enhancement of the customer relationships between customers and organization greatly relied on how organization managed the social network site with their customers.066 0.45 0.815 Linkage 3 0. H4b.07 31.000* 0.17 16.755– 0. Engineering and Technology 77 2011 TABLE I RESPONDENTS PROFILE Characteristics Type of social network site (Could chooses more than one choice) Facebook Hi 5 Twitter Myspace Period of social network sites (Year) Less than 1 1-2 3 4 Department that uses social network sites (Could chooses more than one choice) Sales Marketing Advertising Services Public Relations Type of business Consumer Goods Services /Tourism & Recreation Technology Property & Construction Industrial Products Agriculture & Food Industry Others Finance N % TABLE III THE IMPACT OF SOCIAL NETWORK MANAGEMENT ON KNOWLEDGE SHARING Variable Privacy and Security Page design and interaction Linkage Content Individual motivation Organization motivation B 0.796 71.918 67. Page design and interactivity had only major impact on enhancing customer relationship.104 0. the result illustrated that page design and interaction component had the most influence on customer relationship.297 0.24 21. 609 .59 23. Composite Variance Factor of Reliability Explained items Social network site management Privacy and Security 5 0.025* 0.74 1.94 5.267 0. Moreover. Therefore.497 0.000* 0.000* 0.549 0.58 3.000* 0.352% Business knowledge sharing 3 0.15 40.318 0.949% Organization motivation 7 0.7) and have adequate items reliability.15 17.047 0.818 36. To manage the social network site.916 Content 3 0.57 3. H4d.72 74. The social network site management consisted of four factors: privacy and security. privacy and security policy. Moreover.

ed. International Journal of Service Industry Management Vol. (2009). [35] S. Jeong. [15] [16] [17] [18] 610 . (2010). Engineering and Technology 77 2011 Moreover. J. Vol. [23] Isabelle Szmigin.Douglas Evans.Social network. & Kanungo. I. Paper 4. Bodet. International Journal of Information Management. evaluation and enhancement. Anthony Francescucci & Bettina C.N. pp64-77.N. Eric T. Journal of Retailing and Consumer Service. 15:68–96. (1972).H. social trust and shared goals in organizational knowledge sharing. 8-10. A model of website quality assessment. Flanagin. A business technology services provider. This research focused on studying the determinants of social network management that had the influence on creating customer relationships from the employees’ perspective. 353–361.. 15(2). [27] J. Toward an analytical approach for effective Web site design:A framework for modeling. Intrinsic motivation. pp.K. West. New York: Simon & Schuster. C. L. Cheung. pp. [25] Kanter. Benjamin Yen. J. Web 2. pp. (2010). Customer satisfaction and loyalty in service: Two concepts. R.. & Litos. 2011pp. Pingree (Eds. Vol.. Y. Understanding knowledge sharing in virtual communities An integration of expectancy disconfirmation and justice theories. J.A.1-34 Auh.Balancing Business Value of Thai Internet Banking Services: The Corporate Customers' Perspectives.The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea”. K. [38] Wesley Shu & Yu-Hao Chuang. N. (2002). R. Deci. Matthewl. Vol. The television audience: a revised perspective. pp. (2008). [30] McQuail. & Kurstedt. Beverly Hills. pp. Graham Walton. Y. (2008).New York Oxford. 159–170. Reppel. On the other hand. J. J.Vol. G. M. pp. [33] Rotchanakitumnuai S. I.Journal of Knowledge Management. Conger. & Ellison. Electronic Healthcare. individual usage motivation had positive impact on business knowledge sharing whereas organization motivation had negative impact on encouraging business sharing. Human Communication Research. 13(2). 22–37. 110–134. 480-496. [2] [3] [4] [5] [6] [7] [8] [9] [10] [11] [12] [13] [14] [19] Heatner A. 26-45. J. (1986). B. Avanade Whitepaper. Sage. new opportunities. Kim.7 No.35-57. 1.Communication of the Association for information system Volume 19. Understanding and using empowerment to change organizational culture.. Atul Parvatiyar & Jagdish N. (2008). and Discipline. [36] Sue Manuel. Journal of Economic Psychology.4. Pingree. K. Advancing Communication Science: Merging Mass and Interpersonal Processes.C. Pui-Yee. Vol. & Lee.3-19. Smith & James D. S.Library website management and maintenance:a study of the UK 1994 group. Online social networks: Why do students use facebook?. M. 15.1. International Journal of Advanced Computer Science and Applications. several relationships. [26] Kim. 110–134. CA. Compatibility effects in evaluation of satisfaction and loyalty”. 7. Penguin. K. Blumler. (1988).Journal of Economic and Social Research 3(2) . Park.25(3).).Expert System with Application. [31] Moustakis. New York: Plenum. PACIS 2004 Proceedings. The relationship of customer satisfaction. 16 No. J.Journal of Computer-Mediated Communication. J. Alaxander Ardichvili.15 No.0 and chronic illness: New horizons.Online community: enhancing the relationship marketing concept through customer bonding.Understanding the sustainability of virtual community:Model development and empirical test. D. Customer Relationship Management: Emerging Practice. The future researches can extend the study by measuring the customers’ perspective on using firm social network to interact with the organization. (2005). Why user participate in online social network.Knowledge-enable customer relationship management: integrating customer relationshipmanagement and knowledge management concepts [1]. (2007). L.Journal of Information Science. Chao-Min Chiu.separation social networks .The knowledge creating company. Chow & Lai Sheung Chan.Developments in practice xxvi:Social network : Knowledge management’s “Killer App”?. H. Social network websites as a platform for Disseminating social marketing intervention: An exploratory pilot study.Vol.1. and scholarship. Social network sites: Definition.World Academy of Science. Advancing Communication Science: Merging Mass and Interpersonal Processes. S.no. (2003).(2008). 26. International Journal of Service Industry Management.A. [39] Wing S. 21 No. pp. 13(1). REFERENCES [1] Abed Abedniya & Sahar Sabbaghi Mahmouei. (1995). McGill University. Speece M. (2009). [32] Nonaka. (2007). V. The change masters. (1983). Rafaeli.279-298.Paul Jen-Hwa Hu & May Wang.K.(2009).M.1. Hallowell. E. G. C.. Industrial Management. 14-21. D. Bock. Vol. L. A. NJ: Prentice-Hall. [21] Ikujiro Nonaka & Hirotaka Takeuchi. R. 5.6. M. Englewood Cliffs. Foster. No. Going beyond technology: Knowledge sharing as a tool for enhancing customer-oriented attitudes. (2010).P.in: R. history. [24] Jennifer Uhrig. Internet Research Vol. Sage. Hawkins. G. Information Resources Management Journal..82. 32. M. 13(3). Vaughn Page & Tim Wentling. 14-37. Montreal. Bandura. [20] Gebert H. T. Harmondsworth. CRM and social media: Maximizing Deeper Customer Relationships..M. D.customer loyalty. Oxford University Press. Process. & Metzger. (2008). Carla Bann. Boyd.G. 471. employees perceived that organization motivation of using social network and business knowledge sharing can enhance customer relationships. (2001). Fu-Jong Shih & Yi-Wen Fan.. Cognitive element of empowerment: an interpretive model of intrinsic task motivation. Internet use in the contemporary media environment. (2001). (1994).A. 611-621. A Dynamic Theory of Organizational Knowledge Creation. [29] Mary K. Information & Management 458–465..McKeen. Vol. (2004) . (2001). Wang. (2010).. Online Information Review. Academy of Management Review.Vol XVI No.The Quality Management Journal. Academy of management review. Sheth. Electronic Commerce Research and Applications.Journal of knowledge Managemen.O. Brown. Park. R. S.(1990). [28] Mallak. International Journal of eBusiness Management. & J. A. Wiemann. (2003). The empowerment process: integrating theory and practice. (2005).A. C. pp. (1986). Empowering leadership. (2007). Breaking the myths of rewards: An exploratory study of attitudes about knowledge sharing. Social foundations of thought and action: A socialcognitive view. (1996). four constructs. Interactivity from new media to communication. &Kim. Conger. (2010). New Review of Academic Librarianship. Geib M. J. pp. Jr. C. (1996). & Velthouse. The Impact of Social Networking Websites to Facilitate the Effectiveness of Viral Marketing. (1975).6(3). Beverly Hills.(1988). James Dearnley. Computers in Human Behavior. and profitability: an empirical study. & Lee.4. 156-162..W. G. [22] Iris Reychav & JacobWeisberg.The perceived benefits of sixdegree.666-81. pp. Tsironis. 27-42. (1988). Organization Science (5:1). In Sociology of mass communications. 153-181. 822-831. J. 27. M. Peyton Williams &W. Johnson. pp. This was an important indicator that employees felt that organization has less motivation to let them share knowledge through social network. (2006). 1. Kolbe L & Brenner W. Wiemann.Motivation and barriers to partipation in virtual knowledge-sharing communities of practice. Chiu. Louise Canning & Alexander E.D. B. & Kim. McQuail. [34] Seeman. Cheung. CA. [37] Thomas. Working paper.

Sign up to vote on this title
UsefulNot useful