Concepts of Quality Connected to Social Media and Emotions (eBook)

Contents 6
List of Abbreviations 9
List of Figures 10
List of Tables 12
Introduction 13
Part I – Quality concept and Social Media 18
1 Conceptual elements regarding quality 19
1.1 Study of quality – approaches and perspectives 25
1.1.1 Defining quality 27
1.1.2 Quality concept approaches 34
1.2 Economic aspects of quality 43
1.3 Quality assessment indicators 45
1.4 Models in consumer science used in quality design 46
1.5 Consumer orientation – concern of management in achieving quality 48
1.6 Models to improve quality from customer perspective 51
1.6.1 The Fujitsu Ten Group model to improve products and services from the customer's perspective 53
1.6.2 Nissan case study 54
2 Social media as influence factor of quality 56
2.1 Defining social media concept 56
2.2 Social media evolution 61
2.3 The benefits of social media 65
2.4 Classification of social media platforms: main actors 66
2.4.1 Social networking sites 67
2.4.2 Video sharing platforms 80
2.4.3 Blogs and vlogs 82
2.4.4 Mobile sharing and communication applications 83
2.5 Optimizing communication techniques and tools used in the social media 86
2.6 Social Media vs. Social networks 86
2.7 The areas of social media and their use in practice 89
2.7.1 Social media – marketing tool 90
2.7.2 Social media – a tool for attracting clients 90
2.7.3 Social media – communication maintenance tool – the eWOM model 91
2.7.4 Social media – new distribution channel 94
2.8 Human resources and social media 95
2.9 Concerning aspects of social media 96
2.10 Ethics and regulations in social media 100
Part II – The Influence of social media on quality and on consumers’ emotions 104
3 Analysis of consumer behaviour related to social media 105
3.1 Influence of social media communication on consumer behaviour 105
3.2 The importance of messages sent through social media 106
3.3 The relationship between social media and consumer behaviour 108
3.4 The factors that influence consumer behaviour in the online environment 111
3.5 Consumer – brand relationship in social media 113
3.6 Social media effects on consumers’ emotions 126
4 The relationship between social media – business – quality 133
4.1 Social media and quality 133
4.1.1 Purpose and objectives of the research 133
4.1.2 Research methodology 134
4.1.3 Detailed analysis of participants’ responses 135
4.1.4 Research findings 143
4.2 Social media implications on the consumer 145
4.2.1 Purpose and objectives of the research 145
4.2.2 Research methodology 147
4.2.3 Sample Structure 148
4.2.4 Research findings 151
4.2.5 Limitations and future research 179
4.2.6 Research findings 180
4.3 Conceptual models regarding the consumer – social media relationship 185
4.4 Post-truth, fake news and how they relate to human emotions 189
6 Conclusions – The Highest Style of Quality: post-truth social media? 194
References 211