1. bookVolumen 14 (2022): Edición 1 (March 2022)
Detalles de la revista
License
Formato
Revista
eISSN
2543-831X
Primera edición
25 Apr 2014
Calendario de la edición
4 veces al año
Idiomas
Inglés
Acceso abierto

A New Perspective for Marketing: The Impact of Social Media on Customer Experience

Publicado en línea: 23 Aug 2022
Volumen & Edición: Volumen 14 (2022) - Edición 1 (March 2022)
Páginas: 87 - 103
Recibido: 17 Apr 2022
Aceptado: 28 Apr 2022
Detalles de la revista
License
Formato
Revista
eISSN
2543-831X
Primera edición
25 Apr 2014
Calendario de la edición
4 veces al año
Idiomas
Inglés

Abbott, L. (1955). Quality and competition. An Essay in Economic Theory. New York: Columbia University Press.10.7312/abbo92492 Search in Google Scholar

Bate, A., & Balawi, A. (2022). Social Media as Effective Tool for Understanding Customer Experience: A Systematized Review. The Hungarian Journal of Marketing and Management, 55(4), 15–25. DOI: 10.15170/MM.2021.55.04.02. Abierto DOISearch in Google Scholar

Balawi, A. (2020). The Impact of Social Media Platforms on Consumer Decision Making Process. 9th Interdisciplinary Doctoral Conference 2020 (pp. 18–25). University of Pécs. Search in Google Scholar

Berry, L. L., Carbone, L. P., & Haeckel, S. H. (2002). Managing the total customer experience. MIT Sloan Management Review, 43, 85–89. Search in Google Scholar

Bleier, A., Harmeling, C. M., & Palmatier, R. W. (2018). Creating Effective Online Customer Experiences. Journal of Marketing, 83(2), 98–119. DOI: 10.1177/0022242918809930. Abierto DOISearch in Google Scholar

Brakus, J. J., Schmitt, B. H., & Zarantonello, L. (2009). Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? Journal of Marketing, 73(3), 52–68. DOI: 10.1509/jmkg.73.3.52. Abierto DOISearch in Google Scholar

Cambra, J., Polo, Y., & Trifu, A. (2021). Short-term and long-term effects of touchpoints on customer perceptions. Journal of Retailing and Consumer Services, 61, 102520. DOI: 10.1016/j.jretconser.2021.102520. Abierto DOISearch in Google Scholar

Chen, S.-C., & Lin, C.-P. (2019). Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction. Technological Forecasting and Social Change, 140, 22–32. DOI: 10.1016/j.techfore.2018.11.025. Abierto DOISearch in Google Scholar

Civelek, M., Gajdka, K., Světlík, J., & Vavrečka, V. (2020). Differences in the usage of online marketing and social media tools: evidence from Czech, Slovakian and Hungarian SMEs. Equilibrium, 15(3), 537–563. DOI: 10.24136/eq.2020.024. Abierto DOISearch in Google Scholar

Du Plessis, L., & de Vries, M. (2016). Towards q Holistic Customer Experience Management Framework for Enterprises. South African Journal of Industrial Engineering, 27(3). DOI: 10.7166/27-3-1624. Abierto DOISearch in Google Scholar

Gáti, M., & Bauer, A. (2019). Marketing Decision-Making in Hungarian SMEs. Market-Tržište, 31(1), 39–59. DOI: 10.22598/mt/2019.31.1.39. Abierto DOISearch in Google Scholar

Grewal, L., Stephen, A. T., & Coleman, N. V. (2019). When Posting about Products on Social Media Backfires: The Negative Effects of Consumer Identity Signaling on Product Interest. Journal of Marketing Research, 56(2), 197–210. DOI: 10.1177/0022243718821960. Abierto DOISearch in Google Scholar

Jacobson, J., Gruzd, A., & Hernández-García, A. (2020). Social media marketing: Who is watching the watchers? Journal of Retailing and Consumer Services, 53(2). DOI: 10.1016/j.jretconser.2019.03.001. Abierto DOISearch in Google Scholar

Kim, J.-H., Bai, L.-Z., & Han, J.-S. (2021). The Impact of Social Media Influencers’ Expertise and Attractiveness on Visit Intention – Mediating Role of Cutomer Attitude. Korean Journal of Hospitality & Tourism, 30(1), 103–115. DOI: 10.24992/kjht.2021.1.30.01.103. Abierto DOISearch in Google Scholar

Koetz, C. (2019). Managing the customer experience: a beauty retailer deploys all tactics. Journal of Business Strategy, 40(1), 10–17. DOI: 10.1108/jbs-09-2017-0139. Abierto DOISearch in Google Scholar

Lemon, K. N., & Verhoef, P. C. (2016). Understanding Customer Experience Throughout the Customer Journey. Journal of Marketing, 80(6), 69–96. Sagepub. DOI: 10.1509/jm.15.0420. Abierto DOISearch in Google Scholar

Li, F., Larimo, J., & Leonidou, L. (2020). Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda. Journal of the Academy of Marketing Science, 49(1). DOI: 10.1007/s11747-020-00733-3. Abierto DOISearch in Google Scholar

Lin, Z., & De Oliveira, J. M. (2014). Consumer experience sharing in online social media: Individual characteristics and consumption experience. Academy of Marketing Conference 2014. Bournemouth, UK. DOI: 10.13140/2.1.4684.0960. Abierto DOISearch in Google Scholar

Maklan, S., & Klaus, P. (2011). Customer Experience: Are We Measuring the Right Things? International Journal of Market Research, 53(6), 771–772. DOI: 10.2501/ijmr-53-6-771-792. Abierto DOISearch in Google Scholar

Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85, 116. Search in Google Scholar

Nagy, S., & Hajdu, N. (2021). Consumer Acceptance of the Use of Artificial Intelligence in Online Shopping: Evidence From Hungary. Amfiteatru Economic, 23(56), 155–170. DOI: 10.24818/ea/2021/56/155. Abierto DOISearch in Google Scholar

Pütter, M. (2017). The Impact of Social Media on Consumer Buying Intention. Journal of International Business Research and Marketing, 3(1), 7–13. DOI: 10.18775/jibrm.1849-8558.2015.31.3001. Abierto DOISearch in Google Scholar

Rojas, L., Quiñones, D., & Rusu, C. (2021). Identifying customer experience touchpoints in tourism on the hotel industry. In G. Meiselwitz (Ed.), International Conference on Human-Computer Interaction (pp. 484–499). Springer International Publishing.10.1007/978-3-030-77626-8_33 Search in Google Scholar

Rose, S., Hair, N., & Clark, M. (2011). Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context. International Journal of Management Reviews, 13(1), 24–39. DOI: 10.1111/j.1468-2370.2010.00280.x. Abierto DOISearch in Google Scholar

Salvietti, G., Ieva, M., & Ziliani, C. (2021). Managing Online Touchpoints for a Consistent Customer Experience: Cases from Fashion Retailing. The Art of Digital Marketing for Fashion and Luxury Brands, 365–395. DOI: 10.1007/978-3-030-70324-0_15. Abierto DOISearch in Google Scholar

Silvia, S. (2019). The Importance of Social Media and Digital Marketing to Attract Millennials’ Behavior as a Consumer. Journal of International Business Research and Marketing, 4(2), 7–10. DOI: 10.18775/jibrm.1849-8558.2015.42.3001. Abierto DOISearch in Google Scholar

Verhoef, P. C., Lemon, K. N., Parasuraman, A., Roggeveen, A., Tsiros, M., & Schlesinger, L. A. (2009). Customer Experience Creation: Determinants, Dynamics and Management Strategies. Journal of Retailing, 85(1), 31–41. DOI: 10.1016/j.jretai.2008.11.001. Abierto DOISearch in Google Scholar

Veríssimo, M., & Menezes, N. (2015). Social media as a tool to enhance customer experience in hospitality industry. Portuguese Journal of Marketing/Revista Portuguesa de Marketing, 38(34), 23–30. Search in Google Scholar

Wibowo, A., Chen, S., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2020). Customer Behavior as an Outcome of Social Media Marketing: The Role of Social Media Marketing Activity and Customer Experience. Sustainability, 13(1), 189. DOI: 10.3390/su13010189. Abierto DOISearch in Google Scholar

Yurdagul, M. (2019). Tools and techniques for implementing international e-trading tactics for competitive advantage. IGI Global/Business Science Reference. Search in Google Scholar

Zilber, S., Monken, S., & Quevedo-Silva, F. (2019). Adoption of Social Media by Small-and Medium-sized Healthcare Enterprises. Brazilian Business Review, 16(5), 453–469. DOI: 10.15728/bbr.2019.16.5.3. Abierto DOISearch in Google Scholar

Zubiaga, A. (2019). Mining social media for newsgathering: A review. Online Social Networks and Media, 13, 100049. DOI: 10.1016/j.osnem.2019.100049. Abierto DOISearch in Google Scholar

Artículos recomendados de Trend MD

Planifique su conferencia remota con Sciendo