Social Networking: A Tool for Enhancing E-Services

Social Networking: A Tool for Enhancing E-Services

Zoheir Ezziane (Al Ain Women's College, UAE)
DOI: 10.4018/978-1-5225-5715-9.ch001

Abstract

The aim of this chapter is to illustrate how social networking could be used as a tool to empower people and organizations to get connected and share similar ideas and endeavors. It demonstrates the benefits when organizations employ social networking as an e-service tool to engage both consumers and businesses alike. In this chapter, a special focus is attributed to Al Ain Distribution Company (AADC), a wholly owned subsidiary of Abu Dhabi Water and Electricity Authority, in the United Arab Emirates (UAE). AADC has implemented novel e-services for the purpose of improving customer services and incorporate social networking within its existing management information system (MIS). This work has been instrumental in not only showing advantages of using social networking at AADC but also helping the company to address various consumer needs and enhancing its e-services.
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Literature Review

SNs are online platforms over the Internet and World Wide Web that provide services for global communications among people who share common activities or interests. The development of social networking as an innovative method of meeting new people, building business or social contacts and to attract others to participate in various activities or events has become an effective marketing technique worldwide (Hanafizadeh et al., 2012; Miranda et al., 2014).

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