A comparison of social media marketing between B2B, B2C and mixed business models

This paper explores the implicit assumption in the growing body of literature that social media usage is fundamentally different in business-to-business (B2B) companies than in the extant business-to-consumer (B2C) literature. Sashi’s (2012) customer engagement cycle is utilized to compare B2B, B2C, Mixed B2B/B2C and B2B2C business model organizational practices in relation to social media usage, importance, and its perceived effectiveness as a communication channel. Utilizing 449 responses to an exploratory panel based survey instrument, we clearly identify differences in social media marketing usage and its perceived importance as a communications channel. In particular we identify distinct differences in the relationship between social media importance and the perceived effectiveness of social media marketing across business models. Our results indicate that B2B social media usage is distinct from B2C, Mixed and B2B2C business model approaches. Specifically B2B organizational members perceive social media to have a lower overall effectiveness as a channel and identify it as less important for relationship oriented usage than other business models

How and why (imagined) online reviews impact frontline retail encounters

This research examines how frontline retail employees respond to customers whom they think might write an online review about their experience. Across six experiments (one field and five online) we illustrate that when employees identify potential online review authors, often by what the customer says or does, it catalyzes them to deliver better service. This ensues because they experience a rise in determination to do well, motivated by the prospect of being associated with a positive review, which they believe will impress the retailer. Thus, they go ‘above and beyond’. However, determination is tempered by two boundary conditions. When employees (i) do not consider that being associated with an online review is beneficial (i.e., not goal relevant) or (ii) feel poorly equipped to serve the customer (i.e., low in self-efficacy), then a better service delivery will not occur. We also prove that retailers can enhance customer service through internal championing of the importance of online reviews, so long as this is framed as promotional rather than punitive

Saving Face on Facebook: Managing Impressions in the Presence of Multiple Audiences on Social Network Sites

Social network sites are now ubiquitous and self-presentation on these sites is, for many people, a major part of everyday life. The sites provide a novel context for impression management in which presentations can be viewed simultaneously, 24 hours a day, by multiple audiences with heterogeneous expectations. The argument outlined here is that this situation can increase the chances of social anxiety and regulatory behaviour when these expectations are not met. Through four studies including two experiments, a survey and a collection of semi-structured interviews, this thesis examines the process by which users regulate their actions both on- and offline with respect to multiple audiences online. A model is created out of intrapsychic theories grounded on Carver and Scheier’s (2001) selfregulatory process, in order to explain impression management in this context. Research is split into two phases and addressing young users aged predominately aged from 18-24; the first aiming to provide support for different components within the model and the second, to test the process as a whole. Phase 1 finds strong support for the model by providing evidence, first for the assumptions underlying the multiple audience problem and second, that public self-focus increases when engaged with the technology. A third contribution of Phase 1 is its categorisation of preventive and reactive regulatory behaviours. Phase 2 supports the process in the model, showing that self-focus leads to comparison between what is presented and the standards of multiple audiences, resulting in self-regulation mediated by anxiety.EThOS - Electronic Theses Online ServiceGBUnited Kingdo

Tagger's delight? Disclosure and liking in Facebook: the effects of sharing photographs amongst multiple known social circles

The present work identifies the relationship between sharing photographs with different depictions in Facebook on relationship quality, which varies depending on the type of target sharing the photographs. With over 1 billion active users, disclosure on Facebook is frequent, considered a norm of online interaction, and actively encouraged by site providers. The extant academic literature identifies Facebook as an effective tool to connect with known and unknown others, and identifies the differences in sharing behaviour when users are aware of their audience. Operating within a lowest common denominator approach to disclosure on Facebook, the present work identifies the potential consequences to personal relationships when sharing day-to-day information. Results found from a sample of 508 Facebook users suggests individuals should actively adjust their privacy settings to ensure that even amongst flattened information – i.e. that deemed appropriate for release to all target types – disclosure does not harm current and potential relationships. Implications for, users, academic theory and disclosure practice are discussed

The extended warming effect of social media:Examining whether the cognition of online audiences offline drives prosocial behavior in ‘real life’

Online audiences (e.g. Facebook friends, Instagram followers) shape users' self-presentation online, but little is known about whether or not they impact users' actions in ‘reality’, so offline, when they are not engaged directly with a site interface. To bridge this gap, we provide the first investigation of the ‘extended warming effect’ of social media, a special form of a phenomenon in which saliency (cognition) of online audiences in offline encounters triggers impression management behavior in the pursuit of a more desirable online public image. Across two controlled experiments in the context of charity fundraising, we support the existence of the extended warming effect. We find that as online audiences become more salient, people show greater intentions of engaging in prosocial behavior offline (e.g. enhanced likelihood of making a donation). This effect is mediated by higher public self-awareness and extrinsic motivations. In addition, we find that the extended warming effect is amplified for more intense social media users. Theoretical contributions and practical implications are discussed.</p