Do Municipal Facebook Performance and Citizen Satisfaction go Hand in Hand?

Purpose This study aims to further understand the different mechanisms by which social media use by frontline employees (FLEs) affects customer service performance. Building on social capital theory, the authors develop a model which shows that FLEs' structural capital, in the form of their internal social media use with colleagues and their external use with customers, affects customer service performance via the development of cognitive capital (role and customer knowledge assimilation) and relational capital (organizational and customer identification). By researching the interplay between internal and external social capital, the authors overcome the limitations of studying both in isolation. Design/methodology/approach Dyadic data was collected from 388 FLEs and their supervisors in financial service firms. CB-SEM was used to test the proposed structural model, including interaction effects. Findings FLEs’ social media use with colleagues (customers) affects role (customer) knowledge assimilation, which leads to organizational (customer) identification. The interaction of the two types of social media use increases role and customer knowledge, while the interaction of role and customer knowledge boosts both types of identification. Internal and external cognitive and relational capitals independently increase customer service performance; however, when combined, they can limit each other’s effectiveness. Research limitations/implications The authors contribute to the social media use literature by demonstrating the concurrent effect of four mediators (i.e. role knowledge assimilation, customer knowledge assimilation, organization identification and customer identification) on the relationship between FLEs’ social media use and performance. The authors also contribute to social capital theory by showing there is a complex interplay between internal and external structural, cognitive and relational capitals, which must be considered to understand social capital’s effect on FLEs’ performance. Also, the authors show that different social capitals can conflict. Practical implications FLEs should be encouraged to use social media to develop relationships with customers and colleagues, as this develops their tacit knowledge of customers and how to better undertake their role. This gives them the necessary capabilities for effective customer service and brings them closer to both their customers and to the organization, motivating FLEs to put their knowledge into practice. Originality/value The authors contribute to the social media use literature by demonstrating the concurrent effect of four mediators (i.e. role knowledge assimilation, customer knowledge assimilation, organization identification and customer identification) on the relationship between FLEs’ social media use and performance. The authors also contribute to social capital theory by showing there is a complex interplay between internal and external structural, cognitive and relational capitals, which must be considered to understand social capital’s effect on FLEs’ performance. Also, the authors show that different social capitals can conflict.

Navigating Social Media in #Ophthalmology

The purpose of this study was to investigate the mediation effect of product innovation on the relationship between social media marketing and performance of Star Rated Hotels in Kenya. The objectives of the study were; to determine the effect of social media marketing on product innovation and on performance of star rated hotels, to investigate the effect of product innovation on firm performance and finally to determine the mediating role of product innovation on the relationship between social media marketing and firm performance. The study employed the use of social media integration theory, Innovation Diffusion Theory and social exchange theory to test the relationship between the variables. Explanatory research design was employed and the targeted population was 215 star rated hotels listed on the Tourism Regulatory Authority. Census survey was adopted thus all the 215 rated and classified hotels on TRA were studied. The response rate was 92.09 percent due to hotels not returning the questionnaires sent them. Regression analysis was used in testing the hypotheses. Regression results indicated that social media marketing influenced product innovation (β=0.946>0.05,) and firm performance (β=0.3368>0.05) respectively. Product innovation influenced firm performance (β=0.2041>0.05,) and acting as a mediator product innovation showed a significant mediation effect (β=0.193>0.05). It was concluded star rated hotels can use social media marketing for performance improvement and generation and collection of information that they use for product innovation. Furthermore innovativeness of new hotel products is a better way for improving the performance of a hotel. To add on the use of social media as marketing tool has positive significant effect on firm performance in terms of customer satisfaction, market share growth and realized profits. Hotels industry needs to focus social product innovation to enhance their performance, and to obtain customer satisfaction because innovation aids in gaining a competitive advantage.

Cooperative Mentorship: Negotiating Social Media Use within the Family

Purpose The study aims to examine the correlates of work-related social media use. Specifically, it investigates the role of work-related social media use (WRSMU) and frequency of social media use (FSMU) in the relationship between workplace fear of missing out (FoMO), organizational support, innovative performance, and routine performance at the workplace. Design/methodology/approach A sample of 245 employees from India working in various organizations. The data were analyzed using partial least squares structural equation modeling (PLS-SEM). Findings The findings indicate that work-related social media use has a positive and significant association with innovative and routine performance. Additionally, organizational support is positively and significantly associated with work-related social media use and performance. Workplace fear of missing out is positively associated with work-related social media use, but not with performance. The mediation analysis showed that work-related social media use mediates between workplace FoMO and performance, and organizational support and performance. Furthermore, moderation analysis revealed that the frequency of social media use moderates between work-related social media use and innovative performance. Originality/value This study’s findings provide new insights into the impact of social media use on individual and organizational functioning. This study demonstrates this impact and contributes to the existing literature on the social and cultural impacts of information technology.

Social media use in the United States has been steadily increasing over the past decade as various social media platforms have become the primary channel of online engagement for the American internet user. Today, Americans use social media to communicate with friends, family, and peers, access entertainment and education, engage in various business and commercial activities, and influence the lifestyles of consumers. As the spectrum of purposeful use of social media diversifies, this paper examines geographic patterns of social media adoption, diffusion, and utilization in U.S. counties. Alongside, the paper also examines demographic and socioeconomic determinants of purposeful social media utilization. Overall, the study sheds light on an important aspect of the contemporary digital divide in the United States.To examine purposeful social network and media use, the paper focuses on penetration of popular social media/networking platforms such as Facebook, Twitter, LinkedIn, Instagram, and YouTube in U.S. counties. The purpose of use of such platforms – to engage in e-communication, e-commerce, e-entertainment, e-health, and e-education are also examined through the dual lenses of geographic and socioeconomic variations. By borrowing from Adoption-Diffusion Theory (ADT) and Spatially Aware Technology Utilization Model (SATUM), the paper’s conceptual framework posits associations of 18 independent variables with 17 indicators of social media penetration and purposeful usage. Spatial patterns and disparities of social media penetration and purposeful use are analyzed and provide important clues about the geography of the social media digital divide. For example, social media penetration and purposeful use in counties in the U.S. rural south are found to rival counties in the Rocky Mountain States and in some cases exceed counties in urban metropolitan areas in the West- and East Coasts. The presence of spatial bias in social media penetration and use is also diagnosed using spatial autocorrelation analysis. This in turn influences the Ordinary Least Squares (OLS) regression-based analysis of socioeconomic, infrastructural, and social capital underpinnings. For a sample of 3,076 counties in the lower 48 states, leading determinants of purposeful social media use are found to be age structure, urbanization, race/ethnicity and professional, scientific, technical services and overall service sector occupations are found to influence social network access and purposeful use. These findings have important policy implications to broaden the reach and impacts of social media in the U.S.Overall, as the digital divide literature expands its focus from access to information and communication technologies (ICTs) to their actual use and ultimate impact, this study is unique due to its focus on purposeful use of social media. Sourcing data from a variety of public- and private sources, the study focuses on social media usage as well as access and sheds light on county-level disparities and their socioeconomic underpinnings. As purposeful internet use continues to diversify, the findings of this study can inform social media adoption, diffusion, and use policies in light of the COVID-19 pandemic to ensure that all Americans can participate and engage in online activities and derive benefits in an equitable way.

Luxury brands have always been fashion industry leaders, with admirable aesthetic value and innovative yet traditional business management. The brands constantly struggle to secure profits by providing novel value to customers through quality products and services, customer management, retail strategies, and innovative marketing mixes. However, the recent entry of numerous fashion brands in the luxury market coupled with decreased sales related to economic downturns have led to new challenges for luxury firms. Because the luxury fashion business is considered high value-added with guaranteed high profit margins and secure regular customers, the lower sectors have begun to heat up the competition. To survive the recent unforeseen challenges of heated competition, they have turned toward marketing communication using social media. Social media are the two-way communication platforms that allow users to interact with each other online to share information and opinions. Use of social media sites such...

Ethical standards for cardiothoracic surgeons' participation in social media

#trial: clinical research in the age of social media

Today's rapidly growing use of social media has both positive and negative impacts on people's social lives. Moreover, based on UNESCO data, Indonesian people are very active in using social media. This research aims to The use of social media as a learning medium aims to increase students' interest in learning, improve students' ability to use technology and increase students' awareness in using social media in the context of education. The method used in this research is a quantitative method using a survey model and in-depth interviews with one teacher and students. The results of this study show that social media can be used for learning tools or media. However, in reality, currently there is no maximum use of social networking media. The results of researchers' observations by looking at the growing phenomenon, that the use of social networking media is currently mostly only used by students to be limited to sending messages with friends, playing games (games), and buying goods online. The use of social networking media is currently still not utilized as a learning medium by students. The conclusion of this research is that media in the learning process is an inseparable part of the teaching and learning process in order to achieve an educational goal in general and learning objectives. Strategies to be able to find learning media. The right and appropriate in the learning process can be done by making considerations in the selection of social media. Therefore, the limitation of this study is that researchers only conducted research on the role of the Discovery Learning strategy in Islamic cultural history lessons, researchers hope that future researchers can conduct research on the Discovery Learning strategy by developing this strategy in other subjects.

Youth Social Media Use and Health Outcomes: #diggingdeeper

The purpose of this study is to examine the relationship between social media use, thriving, and job performance given self-regulation as a moderating factor. The increasing social media use by employees in the workplace provides both opportunities and challenges, which may cause its impact on performance outcomes to be highly variable. Moreover, the relationship between social media use and performance outcomes is complex, suggesting that there may be contextual variables influencing the significance of this relationship. Data for this study were collected from 274 academics at Delta State University, Delta State, Nigeria, and subjected to the partial least square [PLS] analytical protocol for structural equation modeling. The PLS results demonstrated that social media use and thriving have a positive and significant link that can be explained partly by the mediational pathway of thriving. Second, self-regulation interaction with social media use triggers thriving, which can be viewed as a significant antecedent of job performance. The study recommended that managers should encourage the regulated use of social media to ensure it stays effective for the realisation of desirable work benefits. This calls for the training of staff to enable them to address conceptions and misconceptions of social media use and develop competencies and strategies for the regulated and productive use of social media applications.
 Keywords: Learning, Job Performance, Self-Regulation, Social Media, Thriving, Vitality

The 21st century have seen the rise in the use of information and communication technology. This technology had overtime facilitated the growth of social media for ease of socializing and networking. Companies like Amazon, Alibaba among others leverage on e-commerce, integrating social media to provide product and services all over the world. In Nigeria, the likes of Jumia, Konga among others leverage on the social media space to market their product and services along with their website and mobile applications enabled by technology. With the huge number of people adopting the use of social media, it is critical to investigate how social media have impacted financial performance of Small and Medium Enterprises (SMEs) in Nigeria. With the use of ANOVA, Chi-square, the study analyzes responses from 566 respondents based on cleaned data obtained from Research ICT Africa Survey (RIAS) survey data published in 2019. Theoretically, the study is anchored on the social network theory. Evidence suggested that social media have contributed immensely to the growth of SMEs in Nigeria, helped in customer engagement and retention and also facilitate advertisement of goods and services. Evidence also suggested a significant relationship between social media advertisement and financial performance among SMEs in Nigeria.

BackgroundSocial media can promote healthy behaviors by facilitating engagement and collaboration among health professionals and the public. Thus, social media is quickly becoming a vital tool for health promotion. While guidelines and trainings exist for public health professionals, there are currently no standardized measures to assess individual social media competency among Certified Health Education Specialists (CHES) and Master Certified Health Education Specialists (MCHES).ObjectiveThe aim of this study was to design, develop, and test the Social Media Competency Inventory (SMCI) for CHES and MCHES.MethodsThe SMCI was designed in three sequential phases: (1) Conceptualization and Domain Specifications, (2) Item Development, and (3) Inventory Testing and Finalization. Phase 1 consisted of a literature review, concept operationalization, and expert reviews. Phase 2 involved an expert panel (n=4) review, think-aloud sessions with a small representative sample of CHES/MCHES (n=10), a pilot test (n=36), and classical test theory analyses to develop the initial version of the SMCI. Phase 3 included a field test of the SMCI with a random sample of CHES and MCHES (n=353), factor and Rasch analyses, and development of SMCI administration and interpretation guidelines.ResultsSix constructs adapted from the unified theory of acceptance and use of technology and the integrated behavioral model were identified for assessing social media competency: (1) Social Media Self-Efficacy, (2) Social Media Experience, (3) Effort Expectancy, (4) Performance Expectancy, (5) Facilitating Conditions, and (6) Social Influence. The initial item pool included 148 items. After the pilot test, 16 items were removed or revised because of low item discrimination (r<.30), high interitem correlations (Ρ>.90), or based on feedback received from pilot participants. During the psychometric analysis of the field test data, 52 items were removed due to low discrimination, evidence of content redundancy, low R-squared value, or poor item infit or outfit. Psychometric analyses of the data revealed acceptable reliability evidence for the following scales: Social Media Self-Efficacy (alpha=.98, item reliability=.98, item separation=6.76), Social Media Experience (alpha=.98, item reliability=.98, item separation=6.24), Effort Expectancy(alpha =.74, item reliability=.95, item separation=4.15), Performance Expectancy (alpha =.81, item reliability=.99, item separation=10.09), Facilitating Conditions (alpha =.66, item reliability=.99, item separation=16.04), and Social Influence (alpha =.66, item reliability=.93, item separation=3.77). There was some evidence of local dependence among the scales, with several observed residual correlations above |.20|.ConclusionsThrough the multistage instrument-development process, sufficient reliability and validity evidence was collected in support of the purpose and intended use of the SMCI. The SMCI can be used to assess the readiness of health education specialists to effectively use social media for health promotion research and practice. Future research should explore associations across constructs within the SMCI and evaluate the ability of SMCI scores to predict social media use and performance among CHES and MCHES.

Objective: Alcohol marketers have increasingly moved their advertising efforts into digital and social media venues. As a result, the purpose of this study is to investigate associations between students’ use of social media, their exposure to alcohol marketing messages through social media, and their alcohol-related beliefs and behaviors. Participants: Public and private university students (N = 637) participated November and December 2011 and April 2012. Methods: College students completed online surveys to measure their exposure to social and online media generally, as well as their alcohol-related digital media use and alcohol use. Results: Use of social media related to alcohol marketing predicted alcohol consumption and engaging in risky behaviors, whereas the use of social media more generally did not. Conclusions: Students’ use of alcohol-related social media–marketing content associates with their problem drinking. Results have implications for alcohol abuse reduction efforts targeted at college students and suggest the importance of considering social, cultural, and cognitive factors in campaign planning and design.