Building customer trust, loyalty, and satisfaction: The power of social media in e-commerce environments

Businesses heavily depend on social media to engage with customers, utilizing various platforms for interaction, feedback, and promoting products. The influence of social media on customer trust, loyalty, and satisfaction is a prominent subject. This study seeks to comprehend how businesses leverage social media to attain these objectives, utilizing both qualitative and quantitative methods. The initial exploratory phase collected qualitative data from 24 business enterprises, employing grounded theory techniques such as open, axial, and selective coding to pinpoint the primary factors affecting customer trust, satisfaction, and loyalty. Building on the insights from the exploratory study, the research proposes a model and hypotheses. The subsequent confirmatory study employs a quantitative approach, collecting data from 300 respondents in Jordan and utilizing Structural Equation Modeling (SEM) for analysis. Results underscore the pivotal roles of personalization, user-generated content, communications, word-of-mouth, emotions, promotions, and customer support as social media directions in shaping customer trust, satisfaction, and loyalty. This research provides valuable insights into the dynamics of how social media shapes customer relations, offering guidance to businesses navigating this ever-evolving landscape

The impact of knowledge management on customer relationship management: A case from the fast food industry in Jordan

The aim of this paper is to test the relationship between knowledge, knowledge management (KM) and customer relationship management (CRM). The impact of KM on CRM is the core of this paper. KM systems are considered one of the critical management information systems that are utilised in a wide range of business sectors. KM provides an overall image on how to use customer knowledge (CK) and to develop a close relationship with them. It also plays a significant role in developing CRM. This paper attempted to investigate the effect of customer satisfaction, CK and trust towards customer retention (CR) in the fast food industry in Jordan. The study also aimed at exploring the factors influencing the level of CR within the fast food industry in Jordan. The study utilised a survey that probed the perceptions of customers towards the previously mentioned factors. Results indicated that CK and trust are important factors in predicting customers' satisfaction. The results clearly show that customer satisfaction plays an important role in CR.http://dx.doi.org/10.1504/IJECRM.2016.08218

Managing knowledge workers in healthcare context: role of individual and knowledge characteristics in physicians\u27 knowledge sharing

Purpose: Sharing knowledge of physicians in hospitals is critical and significant in terms of providing better healthcare services. Despite the significance of knowledge sharing in the healthcare setting, very few studies have empirically investigated knowledge sharing drivers among physicians. Particularly, the process of knowledge sharing through the interplay between individual characteristics, knowledge characteristics, and intention in a healthcare setting has received very little empirical support. In this study, the authors draw upon personality traits and knowledge characteristics theories to develop a theoretical model to empirically examine the effect of individual characteristics and knowledge characteristics on physicians\u27 knowledge sharing behavior. Design/methodology/approach: Based on a sample of 215 physicians from 20 hospitals in Jordan, the authors conducted data analysis using the partial least squares statistical technique. Findings: The study revealed that the personality traits (Extraversion, Neuroticism, Agreeableness and Conscientiousness) significantly influence physician intention to share knowledge. Knowledge characteristic (Situatedness) was also found to affect the intention to share knowledge. Originality/value: Very little is known about the effect of individual characteristics and knowledge characteristics on knowledge sharing behavior among physicians. The study contributes to the related literature by empirically investigating how individual characteristics and knowledge characteristics influence physicians\u27 knowledge sharing behavior. The findings add to the understanding of the role of personality traits and knowledge characteristics in physicians\u27 intention to share knowledge and give important insights for practice and theory