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

Author

Listed:
  • Ayoub Asad

    (Faculty of Business and Economics, University of Pécs, Pécs, Hungary)

  • Balawi Ayman

    (Faculty of Business and Economics, University of Pécs, Pécs, Hungary)

Abstract

Objective: The purpose of this paper is to examine the impact of social media on customer experience and how companies can use social media to enhance the experience of customers. Methodology: Literature synthesis method was followed to trace out and analyse the data. The EBSCO Discovery of Science and Google Scholar databases were used to find the articles. Over thirty articles were produced from the total (190) search query results after applying limiters, deleting duplicates, and enforcing non-business settings. Findings: Social media has a considerable impact on customer experience due to its widespread and easy access by customers. It enabled companies to classify customers, get a lot of information about them, and get very fast feedback about their impressions related to their product or services. Social media may have a positive or negative impact on customer experience, so the role of management is important to manage these media in a way that will benefit the company and support it to achieve its objectives. Value Added: This article provides a clear picture on exploring the impact of social media on customer experience. The results of the research can be used to guide companies on how to use social media to enhance the experience of customers. Recommendations: Companies should smartly manage social media and employ qualified staff to improve the customer’s experience and avoid the side effects that this type of media may have on customer experience. In addition, customer experience should be a strategic goal because it helps the company meet its overall goals.

Suggested Citation

  • Ayoub Asad & Balawi Ayman, 2022. "A New Perspective for Marketing: The Impact of Social Media on Customer Experience," Journal of Intercultural Management, Sciendo, vol. 14(1), pages 87-103, March.
    • Handle: RePEc:vrs:joinma:v:14:y:2022:i:1:p:87-103:n:1
    DOI: 10.2478/joim-2022-0003
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    References listed on IDEAS

    as
    1. J.J. Brakus & B.H. Schmitt & L. Zarantonello, 2009. "Brand Experience: What Is It? How Do We Measure It? And Does It Affect Loyalty?," Post-Print hal-00799102, HAL.
    2. Cambra-Fierro, Jesús & Polo-Redondo, Yolanda & Trifu, Andreea, 2021. "Short-term and long-term effects of touchpoints on customer perceptions," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    3. Szabolcs Nagy & Noemi Hajdu, 2021. "Consumer Acceptance of the Use of Artificial Intelligence in Online Shopping: Evidence From Hungary," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 23(56), pages 155-155, February.
    4. Jacobson, Jenna & Gruzd, Anatoliy & Hernández-García, à ngel, 2020. "Social media marketing: Who is watching the watchers?," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
    5. Verhoef, Peter C. & Lemon, Katherine N. & Parasuraman, A. & Roggeveen, Anne & Tsiros, Michael & Schlesinger, Leonard A., 2009. "Customer Experience Creation: Determinants, Dynamics and Management Strategies," Journal of Retailing, Elsevier, vol. 85(1), pages 31-41.
    6. Clara Koetz, 2019. "Managing the customer experience: a beauty retailer deploys all tactics," Post-Print hal-02057755, HAL.
    7. Sarah Silvia, 2019. "The Importance of Social Media and Digital Marketing to Attract Millennials’ Behavior as a Consumer," Journal of International Business Research and Marketing, Inovatus Services Ltd., vol. 4(2), pages 7-10, January.
    8. Ardy Wibowo & Shih-Chih Chen & Uraiporn Wiangin & Yin Ma & Athapol Ruangkanjanases, 2020. "Customer Behavior as an Outcome of Social Media Marketing: The Role of Social Media Marketing Activity and Customer Experience," Sustainability, MDPI, vol. 13(1), pages 1-18, December.
    9. Chen, Shih-Chih & Lin, Chieh-Peng, 2019. "Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 22-32.
    10. Mirkó Gáti & András Bauer, 2019. "Marketing Decision-Making in Hungarian SMEs," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(1), pages 39-59.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    social media; customer experience; marketing;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M1 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration

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