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Impact of Facebook on Customer Relationship : Research Project

   

Added on  2020-06-04

28 Pages6026 Words34 Views
RESEARCH PROJECT(Impact of Facebook activities on developing relationship withcustomer)

Table of ContentsTASK 1............................................................................................................................................11 A. INTRODUCTION ..................................................................................................................1Background of the study.............................................................................................................1Research Title..............................................................................................................................2Research Aim..............................................................................................................................2Research Objectives....................................................................................................................2Research Questions.....................................................................................................................2Research planning.......................................................................................................................2Analyses......................................................................................................................................2Findings and conclusion..............................................................................................................3Bibliography................................................................................................................................3Presentation.................................................................................................................................31 B. LITERATURE REVIEW.........................................................................................................31 C. METHODOLOGY...................................................................................................................4TASK 2 A: IMPLEMENTATION OF RESEARCH PROJECT....................................................6Undertaking research investigation.............................................................................................6Recording and collection of data.................................................................................................7TASK 2 B: EVALUATION OF THE RESEARCH.......................................................................7Research evaluation techniques..................................................................................................7Interpretation and analyses of research.......................................................................................8FINDINGS AND RECOMMENDATIONS.................................................................................16Findings.....................................................................................................................................16Recommendations.....................................................................................................................19CONCLUSION..............................................................................................................................20REFERENCES..............................................................................................................................22APPENDIX....................................................................................................................................25Questionnaires...........................................................................................................................25

TASK 11 A. INTRODUCTION Background of the studyIn the modern era it has become essential for big organizations that to implement digitaltechnologies in the workplace. Social media is considered as one of the effective method throughwhich entities can coordinate with their consumers effectively. Social media has changed thescenario of the market, now people are able to share their information and coordinate with eachothers easily (Dehghani and Tumer, 2015). Customer relationship management helps the firms inretaining clients in the workplace for longer duration. More than 100000 companies are usingsocial media platforms for developing relationship with their potential buyers and enhancingtheir satisfaction level. This internet based applications assist in attracting consumers and makingthem loyal towards the brands. The main objective of each firm is to develop healthy relationshipwith their consumers. Facebook is the tool that is used by millions of people. Companies promote their productsand services through Facebook activities. By this way many people get to know about featuresand benefits that are provided by the firms (Wallace, Buil and de Chernatony, 2014). Customerrelationship management (CRM) is the practice that is used by entity for interacting with thecustomers. CRM assists in enhancing sales volume of the firm and gaining competitiveadvantage as well. In the recent time people are using Facebook for communicating with theirfamily and friends. If they like any detail of any corporation then they share it through Facebook.It is considered as one of the most effective marketing strategy through which entity can makeconnection with mass audience. It also helps in identifying needs of consumers ad providingthem products and services accordingly. That develops strong relationship with customer(Stelzner, 2014).Hotel industry of UK is performing well, most of the hotels in the country promotes theirbrand through social networking sites. Facebook allows these firms to communicate well withexisting and prospective clients. Through this platform companies give quick response to theproblems of consumers and develop person relationship with them. Present research is base onHilton hotel, it is the leader of hospitality industry. The firm is popular because of its innovativeideas, quality products and amazing services (Leung, Bai and Stahura, 2015). The main purpose

of the study is to identify Facebook activities that can be helpful in developing and maintainingrelationship with consumers. Research TitleWhat kind of impact does Facebook activities have on the customer relationship in UK hotelindustry?Research Aim“The aim of the research is to evaluate impact of Facebook activities on developing relationshipwith customer: A study on Hilton Hotel”Research ObjectivesResearch objectives are as below intentioned:To identify the Facebook activities which could help businesses to build and maintaincustomer relationship.To analyses how Facebook focused with marketing and advertising in hotel industry andhow anumber of activities in the social networking site Facebook affect the relationship drivers; trust,commitment and satisfaction, and the relational benefits, confidence, social and specialtreatmentbenefits, between the company and its customers who like them on Facebook.Research QuestionsHow Facebook activities can help businesses to build and maintain customerrelationship?How number of Facebook activities are beneficial in promotion and marketing of hotel?Research planningAction plan defines the activities that are involved in completing the research on time.Research will decide time frame for each activity so that entire study can be completed on time. AnalysesFor data analyses research takes support of thematic analyses tool. In this scholar usescharts and graphs for presenting information in effective manner. This assist in drawing validconclusion.

Findings and conclusionAfter the data analyses, findings will be discussed in this study and accordinglyrecommendation will be given for further improvements.BibliographyFor completing this research project, scholar takes support of external sources, this aidsin completing investigation as per the specified criteria. PresentationEntire study will be presented through charts and graphs in power point presentation. 1 B. LITERATURE REVIEWAs per the view of Trainor, Andzulis and Agnihotri, (2014), digital technology consistimportant part in successful operations and functions of the business. In this way, digitaltechnology includes tools, network, etc. that helps to create innovations and increasingknowledge in systematic way. Facebook is one of the best tool that help to increasing customerrelationship. It includes several activities that assists to make positive results at workplace. Onthe other hand, Rishika, Kumar and Bezawada, (2013) stated that Facebook helps to create andmaintain relations with different kind of people. Therefore, it includes different ways to improvesystematic results with social media. Further, it includes personalise responses to make loyalcustomers in the business. The company also inviting to customers to share their views and ideaswith social networks. Hence, customers are ready to willingly buy it to get personalise responses.Express gratitude with genuine individual response helps to attract different people.According to the point of Kang, Tang and Fiore, (2014), business need to listen theircustomers to maintain relationship with customers. On Facebook, listing the customers is help toprovide space for business and customers that connect to make systematic results. In the way ofsocial media, the company will get space to connect several people towards the businessproducts and services. Beside this, creating company own Twitter, Facebook Page, etc. Hiltonwill get maximum responses to increase their outcomes. However, Hutter, Hautz and Füller,(2013) explored their views Facebook activities help to consider genuine customers in thebusiness. Therefore, converse with customer develop through online and offline perspectives. Itis the systematic activity that assists to maintain relationship with several people. For instance,when customers are getting any issue with the products and services so that honest answer needto be provide to make proper solution.

Along with this, Pöyry, Parvinen and Malmivaara, (2013) stated that new start-upbusiness need to grow their community with ascertain marketing efforts so that brandambassadors develop easily. This is because, without it company unable to make creative results.It helps to the Hilton to grow their community of local social enthusiasts in the global areas. Incontradicting, Rishika, Kumar and Bezawada, (2013) argued that customer success will bedevelop through advertisement. Therefore, the chosen business need to provide loyalty andvaluable feedback towards maintain relationship with customers. It assists to establish businessand meet with customer needs on the top priority. Maintaining customer relationship ascertaintouch to develop understanding and development of the business.As per the view of, Lee, Hosanagar and Nair, (2014) to maintain relationship propertouch is needed. Hence, providing proper treat to each person helps to focus on the remindingcustomers towards the business activities. Furthermore, it also helps to make sure that forgetabout you altogether consist development of the business in systematic way. Beside this,Vinerean, Cetina and Tichindelean, (2013) explored their views and said that in the globalcommunity customer support duty helps to meet with customer needs on top priority. It assists toestablish more systematic activities to create benefits for new people in business. However,Trainor, Andzulis and Agnihotri, (2014) argued that say thank you on the advertisement andcustomers views helps to attract people at workplace. In this regard, different activities assists tocreate social network in which business getting more success easily. Business is also engaged toshow about the listing that create experience and contribution towards the success. In thisindustry, successful results make to develop backups and more loyal customers in systematicway (Ki and Nekmat, 2014). Along with this, Hutter, Hautz and Füller, (2013) need to say thank to people towardsencourages their participation. Therefore, advice for the Hilton hotel can be gather. In thisconsideration, the chosen business will easily develop more creative understanding towards thebusiness. It is the successful element that make more systematic targets and goals at workplace.Through providing value assists to feel like the larger community (Schultz and et.al, 2015). 1 C. METHODOLOGYThis chapter will discuss various methods that are adopted to complete this researchproject. Various sources of data collection will be described. These methods play significant role

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