Perceptions of small and medium-sized companies about social media and business process: a exploratory approach
International Journal of Development Research
Perceptions of small and medium-sized companies about social media and business process: a exploratory approach
Received 17th June 2020; Received in revised form 01st July 2020; Accepted 28th August 2020; Published online 30th September 2020
Copyright © 2020, Erika Carlos Medeiros and Márcio Lopes Cornélio. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
This study aimed to analyze companies' perceptions about the use of social media and models of customer service processes. Data were collected in two stages, June 2019 and March 2020, resulting in 182 and 256 respondents. The collection in two steps aimed to confront the data on the Sars-CoV-2 pandemic occasion, which forced an abrupt halt in the operation of companies. We conducted this study out using the quantitative survey method. When comparing the two moments of collection, the results showed an increase in the number of companies that perceive the importance of using social media of strategic form and that started to adopt them as a service channel, as well as an increase in the number of companies debating the improvement of service processes.
