Validating the social content management framework: A Delphi study

Wan Azlin Zurita Wan Ahmad, Muriati Mukhtar, Yazrina Yahya

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

Today, organisations are resorting to social networks to engage with customers. These social media interactions result in social content, which, if well-managed, can lead to innovative improvements in the value offerings of the organisations. Thus, a proper social content management framework needs to be in place. However, there is a limited study in the concepts of social content and social content management. Based on literature review, this article articulates the components of the social content management framework and its building blocks based on the service science approach. The Delphi technique is used to validate the framework, which involved obtaining consensus among the experts by using a set of questionnaire. There are three components that are being validated, namely, factors that affect social content management, the definitions of social content and social content management, and the framework as a whole. It is hoped that the framework will be useful for researchers and practitioners in the field of social content management.

Original languageEnglish
JournalJurnal Pengurusan
Volume53
Publication statusPublished - 1 Sep 2018

Fingerprint

Delphi study
Content management
Factors
Social networks
Social media
Delphi technique
Service science
Interaction
Questionnaire
Literature review

Keywords

  • Delphi technique
  • Service science
  • Social content
  • Social content management
  • Social media

ASJC Scopus subject areas

  • Business and International Management
  • Accounting
  • Business, Management and Accounting (miscellaneous)

Cite this

Validating the social content management framework : A Delphi study. / Ahmad, Wan Azlin Zurita Wan; Mukhtar, Muriati; Yahya, Yazrina.

In: Jurnal Pengurusan, Vol. 53, 01.09.2018.

Research output: Contribution to journalArticle

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