Strategic Uses of Social Media for Improved Customer Retention

Strategic Uses of Social Media for Improved Customer Retention

Wafaa Al-Rabayah (Independent Researcher, Jordan), Rawan Khasawneh (Jordan University of Science and Technology, Jordan), Rasha Abu-shamaa (Yarmouk University, Jordan) and Izzat Alsmadi (Boise State University, USA)
Release Date: November, 2016|Copyright: © 2017 |Pages: 311
ISBN13: 9781522516866|ISBN10: 1522516867|EISBN13: 9781522516873|DOI: 10.4018/978-1-5225-1686-6

Description

Social networking venues have increased significantly in popularity in recent years. When utilized properly, these networks can offer many advantages within business contexts.

Strategic Uses of Social Media for Improved Customer Retention is a pivotal reference source for the latest scholarly research on the implementation of online social networks in modern businesses and examines how such networks allow for a better understanding of clients and customers. Highlighting theoretical concepts, empirical case studies, and critical analyses, this book is ideally designed for researchers, practitioners, professionals, and upper-level students interested in improving and maintaining customer relationships.

Topics Covered

The many academic areas covered in this publication include, but are not limited to:

  • Brand Recall
  • Branding Strategies
  • Customer Engagement
  • Customer Loyalty
  • Family-Owned Businesses
  • Knowledge Management
  • Sentiment Analysis

Table of Contents and List of Contributors

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Author(s)/Editor(s) Biography

Wafa’a A. Rabayah, born in Irbid, Jordan in 1985, she obtained her master degree of Management Information System from Yarmouk University, Jordan (2014), and her bachelor degree in computer science from Jordan University of Science and Technology, Jordan (2007), Wafaa has research interest in E-government, social network and decision support systems.
Rawan Tayseer Khasawneh is a full time lecturer in the department of Computer Information Systems at Jordan University of Science and Technology. She obtained her master degree in Management Information Systems from Yarmouk University in Jordan (2013), and her bachelor degree in Management Information Systems from Yarmouk University in Jordan (2011). Khasawneh’s research interests include: e-government, social media and sentiment analysis, E-marketing and E-CRM, knowledge management systems and group decision support systems.
Izzat Alsmadi obtained his Ph.D degree in software engineering from NDSU (USA) and his second master in software engineering from NDSU (USA) and his first master in CIS from University of Phoenix (USA). He had a B.Sc degree in telecommunication engineering from Mutah University in Jordan. He has several published books, journals, and conference articles largely in software engineering and information retrieval fields.