Social Media and Customer Dialog Management at Starbucks

By John Gallaugher, Sam Ransbotham. MIS Q. Executive, 2010

526 citations recorded by the source corpus.

View Paper: https://www.semanticscholar.org/paper/afdc1646b2962bca995ca95acf1a4542c4c7acbf

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Citations in the corpus

A Systematic Review of the Literature on Digital Transformation: Insights and Implications for Strategy and Organizational Change (2020, background): “For example, Gallaugher and Ransbotham (2010) describe how social media changes the customers’ behaviour and their interactions with firms.”
Social Media and Firm Equity Value (2013, background): “In addition, social media content is updated on a daily and even hourly basis and, thus, can be disseminated more quickly than traditional media content (Gallaugher and Ransbotham 2010).”
The Contradictory Influence of Social Media Affordances on Online Communal Knowledge Sharing (2013, unknown): “Marshall School of Business, Univ of Southern California, Esade Business School, Spain”
Social Media and Their Affordances for Organizing: A Review and Agenda for Research (2017, unknown): “Moreover, subtle and far-ranging affordances arising from the outside in diffusion of social media arise from potential shifts in the relationships between organizations and some of their key external stakeholders (Gallaugher & Ransbotham, 2010).”
Linking Social Media Marketing Activities to Revisit Intention through Brand Trust and Brand Loyalty on the Coffee Shop Facebook Pages: Exploring Sequential Mediation Mechanism (2021, background): “The global coffee brand is dynamically involved in social media platforms through an active newsfeed, promotions, photos about products and services, offers to the customers to generate content related to the products, and discussion forums to express product criticism or recommendations [32].”
Customer knowledge management via social media: the case of Starbucks (2013, background): “Given that social media has the potential to support multi-way communication between organizations and their customers at relatively lower costs and higher levels of efficiency vis-à-vis traditional communication channels (Gallaugher and Ransbotham, 2010), it is no wonder customer-facing organizatio”
Membership Turnover and Collaboration Success in Online Communities: Explaining Rises (2011, background): “Traditional companies such as Dell (DiGangi et al. 2010) and Starbucks (Gallaugher and Ransbotham 2010) also use social media to cultivate online communities and thereby solicit and evaluate product development ideas from customers.”
Giving too much social support: social overload on social networking sites (2015, background): “Several studies report successful hiring strategies using SNS (Weitzel et al, 2009; Leidner et al, 2010) and identify a large potential audience that can be used for branding purposes (Culnan et al, 2010; Gallaugher & Ransbotham, 2010; Hoffman & Fodor, 2010).”