Adarsh Journal of Management Research

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Impact of Social Media in Digital Transformation


Affiliations
1 IFIM College, Bengaluru, India
 

Social Media is quickly becoming a vital part of the digital transformation that is occurring across all industries today. Due to digital transformation, online service strategies have gained prominence in practice as well as in the theory of service management. This study examines the efficiency of different types of service channels in customer complaint handling. Digital transformations contribute to the understanding of firm's multichannel distribution strategy.

Keywords

Social Media, Multichannel, Complaint Handling, Digital Transformation.
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  • www.major digital.com

  • Social networking facts sheet- research centers internet

  • http://social networking.procon.org/.

  • http://www.life123.com/social-networking/issues.

  • Books: likeable social media.

  • Social media explained-mark W. Scharfer


Abstract Views: 200

PDF Views: 105




  • Impact of Social Media in Digital Transformation

Abstract Views: 200  |  PDF Views: 105

Authors

S. H. Shwetha
IFIM College, Bengaluru, India
L. Shubha
IFIM College, Bengaluru, India

Abstract


Social Media is quickly becoming a vital part of the digital transformation that is occurring across all industries today. Due to digital transformation, online service strategies have gained prominence in practice as well as in the theory of service management. This study examines the efficiency of different types of service channels in customer complaint handling. Digital transformations contribute to the understanding of firm's multichannel distribution strategy.

Keywords


Social Media, Multichannel, Complaint Handling, Digital Transformation.

References





DOI: https://doi.org/10.21095/ajmr%2F2017%2Fv0%2Fi0%2F122325