Social media zijn momenteel het gesprek van de dag. In slechts enkele jaren tijd hebben social media sites als YouTube, Facebook en LinkedIn een miljoenenpubliek aan zich gebonden. En het aantal consumenten en bedrijven dat gebruik maakt van deze online platformen groeit nog steeds sterk. Hoewel er dagelijks nieuwe cijfers verschijnen over het gebruik van social media is er vooralsnog weinig bekend over de adoptie van social media door bedrijven. Middels dit boek willen de onderzoekers van het lectoraat Online Ondernemen van de Hogeschool van Amsterdam een bijdrage leveren aan het opvullen van deze kennisleemte door het social media gebruik binnen de detailhandel in Nederland in kaart te brengen. Het boek bevat de resultaten van een onderzoek naar gebruik van de social media sites Hyves, Facebook, LinkedIn, YouTube, weblogs, Twitter en fora door (web)winkels en consumenten in Nederland. Welke social media sites worden veel en welke weinig gebruikt door (web)winkels en consumenten in Nederland? Wat zijn de kenmerken van de (web)winkels en consumenten die voorop lopen en achterblijven in het gebruik van social media platformen? In hoeverre zijn Nederlanders geïnteresseerd in het volgen van commerciële bedrijven via social media? Hoeveel volgers hebben (web)winkels op Hyves, Facebook, LinkedIn, YouTube en Twitter? Op deze en andere vragen over het gebruik van social media in de detailhandel in Nederland wordt in dit boek antwoord gegeven.
Firms increasingly use social network sites to reach out to customers and proactively intervene with observed consumer messages. Despite intentions to enhance customer satisfaction by extending customer service, sometimes these interventions are received negatively by consumers. We draw on privacy regulation theory to theorize how proactive customer service interventions with consumer messages on social network sites may evoke feelings of privacy infringement. Subsequently we use privacy calculus theory to propose how these perceptions of privacy infringement, together with the perceived usefulness of the intervention, in turn drive customer satisfaction. In two experiments, we find that feelings of privacy infringement associated with proactive interventions may explain why only reactive interventions enhance customer satisfaction. Moreover, we find that customer satisfaction can be modeled through the calculus of the perceived usefulness and feelings of privacy infringement associated with an intervention. These findings contribute to a better understanding of the impact of privacy concerns on consumer behavior in the context of firm–consumer interactions on social network sites, extend the applicability of privacy calculus theory, and contribute to complaint and compliment management literature. To practitioners, our findings demonstrate that feelings of privacy are an element to consider when handling consumer messages on social media, but also that privacy concerns may be overcome if an intervention is perceived as useful enough.
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BACKGROUND: Loneliness is expected to become an even bigger social problem in the upcoming decades, because of the growing number of older adults. It has been argued that the use of social network sites can aid in decreasing loneliness and improving mental health. The purpose of this study was to examine whether and how social network sites usage is related to loneliness and mental health in community-dwelling older adults. METHOD: The study population included community-dwelling older adults aged 60 and over residing in the Netherlands (n = 626) collected through the LISS panel (www.lissdata.nl). Univariate and multivariate linear regression analyses, adjusted for potentially important confounders, were conducted in order to investigate the relation between social network sites usage and (emotional and social) loneliness and mental health. RESULTS: More than half of the individuals (56.2%) reported to use social network sites at least several times per week. Social network sites usage appeared unrelated to loneliness in general, and to emotional and social loneliness in particular. Social network sites usage also appeared unrelated to mental health. Several significant associations between related factors and the outcomes at hand were detected. CONCLUSION: In this sample, which was representative for the Dutch population, social network sites usage was unrelated to loneliness and/or mental health. The results indicate that a simple association between social network site usage and loneliness and mental health as such, cannot automatically be assumed in community-dwelling older adults.
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