Commenced in January 2007
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Edition: International
Paper Count: 31108
Social Network Management Enhances Customer Relationship

Authors: Srisawas Siriporn, Rotchanakitumnuai Siriluck


The study aims to develop a framework of social network management to enhance customer relationship. Social network management of this research is derived from social network site management, individual and organization social network usage motivation. The survey was conducted with organization employees who have used social network to interact with customers. The results reveal that content, link, privacy and security, page design and interactivity are the major issues of social network site management. Content, link, privacy and security, individual and organization motivation have major impacts on encouraging business knowledge sharing among employees. Moreover, Page design and interactivity, content, organization motivation and knowledge sharing can improve customer relationships.

Keywords: Knowledge sharing, Motivation, customer relationship, Social network management, social network site

Digital Object Identifier (DOI):

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