Customer knowledge management practices on a social media platform: A case study of MTN Ghana and Vodafone Ghana

Boateng, H

Customer knowledge management practices on a social media platform: A case study of MTN Ghana and Vodafone Ghana

Boateng, H

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Publication Type:: Journal Article
Citation:: Information Development, 2014, 32 (3), pp. 440 - 451
Issue Date:: 2014-01-01

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Field	Value	Language
dc.contributor.author	Boateng, H https://orcid.org/0000-0002-7949-5557	en_US
dc.date.issued	2014-01-01	en_US
dc.identifier.citation	Information Development, 2014, 32 (3), pp. 440 - 451	en_US
dc.identifier.issn	0266-6669	en_US
dc.identifier.uri	http://hdl.handle.net/10453/124103
dc.description.abstract	© 2014, © The Author(s) 2014. The purpose of the paper is to examine how social media can be employed to assist in customer knowledge management in two multinational telecommunication companies operating in Ghana. The study employed case study and netnography as research design. Data was obtained from Twitter and Facebook fan pages of MTN Ghana and Vodafone Ghana. A social media supported Customer Knowledge Management framework was adapted as a conceptual lens. Data was thematically analysed. The findings show that MTN Ghana and Vodafone Ghana have employed social media to manage customer knowledge. The companies engage their customers on Facebook and Twitter to access their knowledge and provide the customers with knowledge about their products and services.	en_US
dc.relation.ispartof	Information Development	en_US
dc.relation.isbasedon	10.1177/0266666914554723	en_US
dc.title	Customer knowledge management practices on a social media platform: A case study of MTN Ghana and Vodafone Ghana	en_US
dc.type	Journal Article
utslib.citation.volume	3	en_US
utslib.citation.volume	32	en_US
utslib.for	0807 Library and Information Studies	en_US
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/Faculty of Arts and Social Sciences
pubs.organisational-group	/University of Technology Sydney/Faculty of Arts and Social Sciences/IKM and Digital Studies Program
utslib.copyright.status	closed_access
pubs.issue	3	en_US
pubs.publication-status	Published	en_US
pubs.volume	32	en_US

Abstract:

© 2014, © The Author(s) 2014. The purpose of the paper is to examine how social media can be employed to assist in customer knowledge management in two multinational telecommunication companies operating in Ghana. The study employed case study and netnography as research design. Data was obtained from Twitter and Facebook fan pages of MTN Ghana and Vodafone Ghana. A social media supported Customer Knowledge Management framework was adapted as a conceptual lens. Data was thematically analysed. The findings show that MTN Ghana and Vodafone Ghana have employed social media to manage customer knowledge. The companies engage their customers on Facebook and Twitter to access their knowledge and provide the customers with knowledge about their products and services.

Please use this identifier to cite or link to this item:

http://hdl.handle.net/10453/124103