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Social media-based customer service and firm reputation

机译：基于社交媒体的客户服务和坚定的声誉

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Purpose This study investigates the effects of using social media for customer service on firms' reputation building. In addition, this study explores the role of absorptive capacity, ISO (International Organization for Standardization) 9,000 implementation and periodic training for management and employees in the relationship between social media-based customer service and firm reputation. Design/methodology/approach This study sampled 115 US-listed firms and collected secondary data from five databases as follows: Factiva, Fortune's World's Most Admired Companies (WMAC), Standard & Poor's COMPUSTAT, American Customer Satisfaction Index (ACSI) and Thomson Reuters' Environmental, Social and Governance (ESG). This study developed a panel dataset of these 115 firms from 2007 to 2016 and conducted dynamic panel data analyses to examine the hypotheses. Findings This study finds that a higher number of social media channels used for customer service is associated with a higher reputation score for a firm. In addition, the positive relationship is reinforced when a firm has a high absorptive capacity level, an ISO 9000 quality management system and offers periodic training for management and employees. Originality/value To the best of our knowledge, this is the first study to investigate the relationship between social media-based customer service and firm reputation. This study also explores the boundary factors in terms of firm absorptive capacity, ISO 9000 quality management systems and training for management and employees.
机译：目的本研究调查了使用社交媒体对客户的声誉建设的客户服务的影响。此外，本研究探讨了吸收能力，ISO（国际标准化组织）9,000人实施和定期培训的管理和员工在社交媒体的客户服务与公司声誉之间的关系中的培训。设计/方法/方法本研究采样了115家美国上市公司，并从五个数据库中收集了次要数据，如下所示：FAREIVA，Fortune的世界上最令人欣赏的公司（WMAC），标准普尔的Compustat，美国客户满意度指数（ACSI）和Thomson Reuters'环境，社会和治理（ESG）。本研究开发了来自2007年至2016年的这115家公司的面板数据集，并进行了动态面板数据分析以检查假设。结果这项研究发现，用于客户服务的更多社交媒体渠道与公司的更高的信誉分数相关联。此外，当企业具有高吸收能力水平时，加强了积极关系，ISO 9000质量管理系统，并为管理和员工提供定期培训。据我们所知的原创性/价值，这是研究社会媒体客户服务与公司声誉之间的关系的第一项研究。本研究还探讨了牢固吸收能力，ISO 9000质量管理系统和管理和员工培训方面的边界因素。

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