Exploratory study identifying best business practices for using Twitter as a customer service platform

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dc.contributor.advisor King, Brad, 1972-
dc.contributor.author Heavenridge, Justin David
dc.date.accessioned 2014-08-01T12:23:21Z
dc.date.available 2014-08-01T12:23:21Z
dc.date.issued 2014-07-19
dc.identifier.uri http://cardinalscholar.bsu.edu/handle/123456789/198534
dc.description.abstract Organizations are using social media sites such as Twitter as customer service platforms for consumer relations. Public relations practitioners need to understand the most effective ways to implement customer service programs that utilize Twitter for their client organizations. A document outlining recommended best practices would help practitioners streamline social media for customer service adoption. This exploratory study will use a grounded theory analysis of Twitter postings on the customer service pages of major businesses to determine how businesses are currently using Twitter as a customer service platform. It will also examine those applications in order to recommend best practices of implementation. en_US
dc.description.sponsorship Department of Journalism
dc.subject.lcsh Customer services -- Computer network resources
dc.subject.other Twitter
dc.title Exploratory study identifying best business practices for using Twitter as a customer service platform en_US
dc.title.alternative Twitter as a customer service platform
dc.type Creative project (M.A.), 3 hours.
dc.description.degree Thesis (M.A.) en_US
dc.identifier.cardcat-url http://liblink.bsu.edu/catkey/1775881


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  • Creative Projects [3073]
    Creative projects submitted to the Graduate School by Ball State University master's degree candidates in partial fulfillment of degree requirements.

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