Validating the social content management framework : a Delphi study

Wan Azlin Zurita Wan Ahmad, and Muriati Mukhtar, and Yazrina Yahya, (2018) Validating the social content management framework : a Delphi study. Jurnal Pengurusan, 53 . pp. 49-60. ISSN 0127-2713


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Today, organisations are resorting to social networks to engage with customers. These social media interactions result in social content, which, if well-managed, can lead to innovative improvements in the value offerings of the organisations. Thus, a proper social content management framework needs to be in place. However, there is a limited study in the concepts of social content and social content management. Based on literature review, this article articulates the components of the social content management framework and its building blocks based on the service science approach. The Delphi technique is used to validate the framework, which involved obtaining consensus among the experts by using a set of questionnaire. There are three components that are being validated, namely, factors that affect social content management, the definitions of social content and social content management, and the framework as a whole. It is hoped that the framework will be useful for researchers and practitioners in the field of social content management.

Item Type:Article
Keywords:Delphi technique; Social media; Social content management; Social content; Service science
Journal:Jurnal Pengurusan
ID Code:20399
Deposited By: ms aida -
Deposited On:02 Nov 2022 02:01
Last Modified:07 Nov 2022 02:28

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