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The Confluence of Culture and Social Media in Changing Service Expectations

Author

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  • TANASE, George Cosmin

Abstract

Today’s consumers are increasingly using technology as an effective tool in their shopping experience. Social media can be defined as Internet-based applications that carry information posted by end users. End users utilize several online formats (e.g., blogs, podcasts, social networks, bulletin boards, wikis, newsgroups, and chat rooms) to express their opinions about a product, service, brand, and/or organization. In addition to sharing ideas about a given product, service, or brand, end users utilize social media to reach out to other consumers, who are seen as more objective information sources than firms themselves. This information, produced by people who were assumed to only use or consume online content, is termed consumer-generated content (CGC). Likewise, consumer-generated media is defined as any positive or negative statement about a product or service, created by potential, actual, or former customers, and made available to a multitude of people and institutions via the Internet.Keywords: Health value chain management, patient value, health care providers, sustainable development.

Suggested Citation

  • TANASE, George Cosmin, 2012. "The Confluence of Culture and Social Media in Changing Service Expectations," Romanian Distribution Committee Magazine, Romanian Distribution Committee, vol. 3(4), pages 14-19, October.
  • Handle: RePEc:rdc:journl:v:3:y:2012:i:4:p:14-19
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    File URL: http://crd-aida.ro/RePEc/rdc/v3i4/4.pdf
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    References listed on IDEAS

    as
    1. Kaplan, Andreas M. & Haenlein, Michael, 2010. "Users of the world, unite! The challenges and opportunities of Social Media," Business Horizons, Elsevier, vol. 53(1), pages 59-68, January.
    2. Rosalie L Tung, 2008. "The cross-cultural research imperative: the need to balance cross-national and intra-national diversity," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 39(1), pages 41-46, January.
    Full references (including those not matched with items on IDEAS)

    More about this item

    Keywords

    consumer-generated content; media technology; social networks; purchase intention; buying habits; information sharing; cultural impact;

    JEL classification:

    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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