University of Oulu

The influence of social media on business processes

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Author: Liu, Yahui1
Organizations: 1University of Oulu, Faculty of Science, Department of Information Processing Science, Information Processing Science
Format: ebook
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 1.5 MB)
Pages: 64
Persistent link:
Language: English
Published: Oulu : Y. Liu, 2013
Publish Date: 2013-10-14
Thesis type: Master's thesis
Tutor: Väyrynen, Karin
Reviewer: Kinnula, Marianne
Väyrynen, Karin
Business process reengineering (BPR) has been discussed over 20 years. Nowadays, social media is widely used by companies in doing business. It plays the role to influence business processes. This thesis aims to answer the question: “How does social media change the major business processes?” The prior research in the disciplines of BPR and social media is reviewed first. Based on the literature, a framework used to illustrate the influence of social media on business processes and degrees is developed. In the framework, four types of communication (firm-to-customer communication, customer-to-firm communication, internal-firm communication, and customer-to-customer communication) are discussed in four main business processes (marketing/sales, services, product, and personnel.) Finnair, because of its activity of using social media, is introduced in detail as an example. The story of Finnair using social media supports the framework. The relationship between BPR and social media is found that is medium.
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