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Title: Organizational development through social media – How Feedback can create value for organizations of public transport
Authors: Andersson, Emelie
Yousif, Sama
Department: Högskolan i Borås/Institutionen Handels- och IT-högskolan
Issue Date: 26-Jul-2013
Series/Report no.: Masteruppsats
Programme: Masterutbildning i Informatik
Publisher: University of Borås/School of Business and IT
Media type: text
Keywords: Social media
IT mediated feedback
Organizational development
Abstract: Internet can be described as a source of gaining knowledge through useful information founded in different social media platforms. Social media is used by organizations and customers in order to share news, offers, questions and feedback to increase the communication level. The benefit of using different types of social media platforms is to share knowledge that can be used among organizations in order to make organizational developments. Facebook is one relevant type of social media platform. Facebook is used by different types of organizations to facilitate the communication and knowledge sharing to create customer- and organizational value. The purpose of this study is to investigate how organizations handle received feedback from their customers through social media in order to improve and develop themselves. The theoretical study is based on theories that facilitate the understanding of the problem area. The empirical study is based on interviews that are made with three public transport organizations; Västtrafik, SJ and Skånetrafiken that use Facebook as a means of communication with their customers. The theoretical- and empirical study was compared and analyzed. We have reached the conclusion that Facebook can promote organizational development through the received feedback from customers. We believe that the received feedback should be in focus, as the customer is the end user, in order to create customer- and organizational values.
Appears in Collections:Masteruppsatser (Informatics)

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