Abstract
Sony, the giant consumer electronics producer, has been struggling during the last few years.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
References
Admin. “Social Shopping.” January 15, 2011. socialecart.com/social-shopping (accessed May 2014).
AOL On News. “Groupon Website in India Crashes After Crazy Onion Deal.” September 10, 2013. on.aol.com/video/groupon-website-in-india-crashes-after-crazy-onion-deal-517928180 (accessed May 2014).
Appelo, J. “Social Commerc--hat Are We Waiting For?” May 20, 2010. slideshare.net/jurgenappelo/social-commerce-what-are-we-waiting-for (accessed November 2014).
Baekdal, T. Social Commerce…It Is a Completely New Playing Field! Kindle edition. New York: Baekdal Plus, 2011.
Bauer, R. “Discover the Strategic Power of Social Media.” Information Management Newsletter, August 2011.
Bazaarvoice.com. “Social Commerce Stories.” 2011 (archived).
Beal, A., and J. Strauss. Radically Transparent: Monitoring and Managing Reputations Online, Indianapolis, IN: Sybex, 2008.
Bennett, S. “The Rise of Social Commerce [Infographic].” September 23, 2013, mediabistro.com/alltwitter/rise-social-commerce_b49578 (accessed May 2014).
Bennett, S. “Twitter Ad Revenue Forecast to Exceed $1 Billion in 2014 [Stats].” March 21, 2104. mediabistro.com/alltwitter/twitter-ad-revenue-growth_b56064 (accessed March 2015).
Bernoff, J., and T. Schadler. “Empowered: In a World Where One Angry Tweet Can Torpedo a Brand, Corporations Need to Unleash Their Employees to Fight Back.” Harvard Business Review (July–August 2010).
Billingsley, E. “Cash-Strapped Musicians Empowered by Tech Company: Web: Portable Store Allows Artist to Sell Direct.” San Fernando Valley Business Journal, March 29, 2010.
Bughin, J., and M. Chui. “The Rise of the Networked Enterprise: Web 2.0 Finds Its Payday.” December 2010. mckinsey.com/insights/high_tech_telecoms_internet/the_rise_of_the_networked_enterprise_web_20_finds_its_payday (accessed May 2014).
Burnham, K. “Foursquare Splits into 2 Apps, Targets Yelp.” May 3, 2014. informationweek.com/software/social/foursquare-splits-into-2-apps-targets-yelp/d/d-id/1235048 (accessed May 2014).
Business Wire. “Maui Jim Sees Social Commerce Success with Bazaarvoice.” Press Room News, April 5, 2010.
Carr, D. F. “Business Strategy on Facebook.” Baseline Magazine, September 22, 2010.
Carr, D. F. “Roomba Robots Listen to Social Media.” Information Week, September 28, 2011.
Chaney, P. “13 Social Shopping Sites for Ecommerce Merchants.” August 1, 2011. practicalecommerce.com/articles/2947-13-Social-Shopping-Sites-for-Ecommerce-Mechants (accessed May 2014).
Christman, C. “Reputation Management through Social Media and Online Reviews.” March 3, 2014. smallbusiness.yahoo.com/advisor/reputation-management-social-media-online-reviews-212958979.html (accessed May 2014).
Chui, M., M. Dewhurst, and L. Pollak. “Building the Social Enterprise.” McKinsey Quarterly, November 2013. mckinsey.com/insights/organization/building_the_social_enterprise , (accessed November 2014).
Cipriani, F. “Social CRM.” November 2008. slideshare.net/Subbuinblr/social-crm-by-fabio-cipriani-presentation (accessed May 2014).
Clifford, S. “Linking Customer Loyalty with Social Networking.” New York Times, April 28, 2010.
Crum, C. “Groupon Apologizes for Deal Gone Bad in Tokyo.” January 17, 2011. webpronews.com/groupon-apologizes-for-deal-gone-bad-in-tokyo-2011-01 (accessed May 2014).
Cuccureddu, G. “Social Commerce to Rise Six Fold to $30 Billion in 2015, According to Booz & Company.” February 3, 2011. appmarket.tv/news/1021-social-commerce-to-rise-six-fold-to-30-billion-in-2015-according-to-booz-a-co.html (accessed November 2014).
Dellarocas, C. “Online Reputation Systems: How to Design One That Does What You Need.” MIT Sloan Management Review (Spring 2010). sloanreview.mit.edu/article/online-reputation-systems-how-to-design-one-that-does-what-you-need (accessed May 2014).
Dennison, G., S. Bourdage-Braun, and M. Chetuparambil. “Social Commerce Defined.” IBM white paper #23747, November 2009. www.ibm.com/tela/servlet/Asset/395425/Social Commerce Defined - ANZ.pdf (accessed May 2014).
Dignan, L., “iRobot launches new Roomba: Five innovation lessons.” November 12, 2013. zdnet.com/irobot-launches-new-roomba-five-innovation-lessons −7000022993 (accessed May 2014).
Dubey, K. “Gartner Analyzes Social Networking Influence on Purchase Decisions.” July 31, 2010. techshout.com/internet/2010/31/gartner-analyzes-social-networking-influence-on-purchase-decisions (accessed May 2014).
Dugan, L. “The Complete Guide to Social Shopping.” October 27, 2010. socialtimes.com/social-shopping-complete-guide_b25950 , (accessed March 2015).
Eckerle, C. “Social Email Integration: Sony Electronics Nets 3,000 Clickthroughs from Email to “Pin” on Pinterest.” Case Study. April 23, 2013. marketingsherpa.com/article/case-study/sony-nets-3000-clickthroughs-pinterest (accessed May 2014).
eMarketer. “Marketers Are on Board with Virtual Goods.” July 27, 2011. emarketer.com/Article/Marketers-On-Board-with-Virtual-Goods/1008513 (accessed May 2014).
Enterprise 2.0 Conference. “Enterprise 2.0: What, Why and How.” White Paper, May 2009. Boston, MA, June 22–25, 2009. Available for download at informationweek.com/whitepaper/Internet/enterprise-2-0-what-why-and-ho--p1366879055?articleID=191708382 (accessed May 2014).
Fagan, L. “Free ebook: How Social CRM connects you to customers,” April 3, 2014. blogs.salesforce.com/company/2014/04/free-ebook-socialcrm.html (accessed March 2015).
Fisher, S. “Social Commerce Camp: Creating a Killer Social Commerce Website Experience.” February 22, 2010. slideshare.net/stevenfisher/social-commerce-camp-killer-social-commerce-experience (accessed May 2014).
Fleenor, G. “Friend-Powered Shopping.” StoreOnline, September 2010.
Forrester Consulting Report. “Social Networking in the Enterprise: Benefits and Inhibitors.” White Paper, June 2010.
Gillette, F. “Twitter, Twitter, Little Stars.” Bloomberg BusinessWeek, July 19–July 25, 2010.
Grant, R. “A Look at Polyvore’s 20M Users” An Infographic. February 21, 2013. wearesocial.net/blog/2013/02/polyvores-20m-users (accessed March 2015).
Greenberg, P., A. Seley, B. Komar, J. Dunn, J. Ahvenaine, and M. Dimaurizio. The Art of Social Sales. A comprehensive report sponsored by Oracle, March 2011. oracle.com/us/products/applications/Siebel/051270.pdf (accessed May 2014).
Heine, C. “Mercedes-Benz Rides Twitter to Super Bowl.” February 2, 2011. clickz.com/clickz/news/2023679/mercedes-benz-rides-twitter-super-bowl (accessed May 2014).
Hempel, J. “Google Takes Stake in Lending Club.” May 2, 2013. tech.fortune.cnn.com/2013/05/02/lending-club (accessed May 2014).
Holland, A. “How Sony Connects Social Media Monitoring to ROI (and You Can, Too).” December 6, 2011. raventools.com/blog/how-sony-connects-social-media-monitoring-to-roi-and-you-can-too (accessed May 2014).
Huba, J. Monster Loyalty: How Lady Gaga Turns Followers into Fanatics. New York: Portfolio Hardcover, 2013.
IBM. The social business: Advent of a new age, White Paper #EPW 14008-USEN-00, February 2011a. ibm.com/smarterplanet/us/en/socialbusiness/overview/index.html (accessed May 2014).
IBM. “The Compelling Returns from IBM Connections in Support of Social Business: Five Stories.” White Paper. Somers, NY: IBM Corp. Software Group, December 2011b.
Ionescu, D. “Geolocation 101: How It Works, the Apps, and Your Privacy.” March 29, 2010. techhive.com/article/192803/geolo.html (accessed May 2014).
Jack, D. “2013 Forrester Groundswell Entry- Sony Electronics: Support Channels Show Dramatic Improvements in Consumer Engagement and Help Boost Sales.” Lithium Technologies, August 27, 2013 (ed. September 3, 2013). lithosphere.lithium.com/t5/lithium-s-view-blog/2013-Forrester-Groundswell-Entry-Sony-Electronics-Support/ba-p/100214 (accessed May 2014).
Jacobs, A. “Fashion Democracy.” The New Yorker, March 29, 2010.
Kessler, S. “New Site Crowdsources Shopping Advice from Your Facebook Friends.” January 1, 2011. mashable.com/2010/12/30/cloud-shopper (accessed January 2013).
Kimball, M. “Social Media: Changing the Way Your Customers Shop Online [Infographic].” September 10, 2013. (Note: The Infographic was created by MarketMeSuite on September 8, 2013.) mediabistro.com/alltwitter/social-media-shopping_b50440 (accessed March 2015).
Kiron, D., D. Palmer, A. N. Phillips and, and N. Kruschwitz. “What Managers Really Think About Social Business.” Sloan Management Review, Summer 2012.
Knight, K. “Why Travel Advertisers Need to Think Mobile.” BizReport, May 09, 2012. bizreport.com/2012/05/why-travel-advertisers-need-to-think-mobile.html (accessed November 2014).
Knopf, E. “E-Commerce Week/The Rise of New Business Models.” E-Commerce Week, January 18, 2012.
Lacy, K., et al. Social CRM Dummies (For Dummies (Business & Personal Finance)), Hoboken, NJ: John Wiley & Sons, 2013.
Leahey, C., “Why Your Teen Loves Wanelo.” May 23, 2013. fortune.com/2013/05/23/tech-star-deena-varshavskaya (accessed May 2014).
Learmonth, M. “Study: Twitter Ad Revenue Grow to $150M in 2011.” Advertising Age, January 24, 2011.
Leggatt, H. “Survey: Small Businesses Find Success with Social Networking.” July 9, 2010. bizreport.com/2010/07/survey-small-businesses-find-success-with-social-networking.html (accessed May 2014).
Liang, T.P., and E. Turban. “Introduction to the Special Issue: Social Commerce: A Research Framework for Social Commerce.” International Journal of Electronic Commerce, Winter 2011–12.
Lincoln, J. E. “How to Advertise on Twitter: Promoted Tweets, Promoted Trends and Promoted Accounts.” SEO, Inc., August 22, 2012.
Little, K. “Models on Twitter: Tech Hits the Runway.” February 11, 2013. cnbc.com/id/100449013 (accessed May 2014).
Logan, N. Go Viral!: The Most Effective Viral Marketing strategies to Launch Your Online Business [Kindle Edition]. Seattle, WA: Amazon Digital Services, Inc., 2014.
Madden, N. “China Pioneers Group Buying Discounts without Groupon.” December 14, 2010. adage.com/article/global-news/advertising-china-group-buying-discounts-groupon/147641 (accessed May 2014).
Mally, S. How to Use the Social Media Sites Pinterest and Polyvore Together to Drive Traffic to Your Website or Blog, Kindle edition, Seattle, WA: Simultaneous Device Usage: Unlimited, 2012.
Markman, A. “Money Can Buy Happiness If You Spend It Right.” May 21, 2010. psychologytoday.com/blog/ulterior-motives/201005/money-can-buy-happiness-if-you-spent-it-right (accessed May 2014).
Marsden, P. “Simple Definition of Social Commerce.” November 17, 2009a. socialcommercetoday.com/social-commerce-definition-word-cloud-definitive-definition-list (accessed May 2014).
Mardsen, P. “Presentation: Social Commerce.” Slide presentation, June 7, 2010a. digitalintelligencetoday.com/presentation-social-commerce-what-are-we-waiting-for (accessed March 2015).
Marsden, P. “Social Commerce: The Opportunity for Brands,” slide presentation, June 10, 2010b. slideshare.net/paulsmarsden/social-commerce-the-opportunity-for-brands (accessed May 2014).
Marsden, P. “The 6 Dimensions of Social Commerce: Rated and Reviewed.” December 22, 2009b. digitalintelligencetoday.com/the-6-dimensions-of-social-commerce-rated-and-reviewed (accessed May 2014).
Marsden, P., and P. Chaney. The Social Commerce Handbook: 20 Secrets for Turning Social Media Into Social Sales, New York: McGraw-Hill, 2012.
McAfee, A. P. “Enterprise 2.0: The Dawn of Emergent Collaboration.” MIT Sloan Management Review, vol. 47, no. 3, 2006.
McAfee, A. Enterprise 2.0: New Collaborative Tools for Your Organization’s Toughest Challenges. Boston: Harvard Business School Press, 2009.
McCafferty, D. “Social Media Influence on Purchasing Overrated.” September 7, 2011. baselinemag.com/c/a/Intelligence/Social-Media-Influence-On-Purchasing-Overrated-660095 (accessed May 2014).
Metz, A. The Social Customer: How Brands Can Use Social CRM to Acquire, Monetize, and Retain Fans, Friends, and Followers. New York: McGraw-Hill, 2011.
Moontoast. The Social Commerce Opportunity, How Brands can Take Advantage of the Next Evolution (A free e-book). Boston, MA: Moontoast, 2013.
Olson, P. “A Twitterati Calls Out Whirlpool.” Forbes, September 2, 2009.
Oracle. “With RightNow, iRobot’s World-Class Social Contact Center Successfully Engages the Modern Consumer.” 2011.
Owyang, J. “Altimeter Report: The 18 Use Cases of Social CRM, The New Rules of Relationship Management.” March 5, 2010 web-strategist.com/blog/2010/03/05/altimeter-report-the-18-use-cases-of-social-crm-the-new-rules-of-relationship-management (accessed May 2014).
Parature. Delivering WOW Social Customer Service (Free). Herdon, VA: Parature (Microsoft Dynamics), 2014.
Patel, K. “Apple, Campbell’s Say iAds Twice as Effective as TV.” Advertising Age, February 3, 2011.
Petersen, R. “16 Case Studies That Prove Social CRM.” January 13, 2011. barnraisersllc.com/2011/01/19-case-studies-show-social-media-builds-1-to-1-sales-relationships (accessed May 2014).
Phibbs, B. Groupon Can’t Afford It –Why Deep Discounts are Bad for Business and What to Do Instead, Kindle edition, USA: Beyond the Page Publishing, 2011.
Ran, Y. “Social Networking Sends a Message to Business.” China Daily, November 26, 2012.
Reevoo.com, “New Automated Translation Tool Brings Immediate International Social Commerce Benefits to Sony, 2014. reevoo.com/pages/press_sony_international_reviews (accessed March 2015).
RightNow Technologies. “RightNow Helps iRobot Successfully Pioneer a New Market by Listening and Responding to Its Customers.” Case Study, 2010. rightnow.virtuos.com/resources/case-studies/iRobot-Case-Study.pdf (accessed May 2014).
Roebuck, K. Social CRM: High-Impact Strategies - What You Need to Know: Definitions, Adoptions, Impact, Benefits, Maturity, Vendors. Tebbo, 2011.
Rowan, D., and T. Cheshire. “Commerce Gets Social: How Your Networks Are Driving What You Buy.” January 18, 2011. wired.co.uk/magazine/archive/2011/02/features/social-networks-drive-commerce (accessed May 2014).
Sala, K. “Top 50 Product Review Blogs.” June 25, 2012. cision.com/us/2012/06/top-50-product-review-blogs (accessed March 2015).
Savitz, E. “Four Reasons Why Virtual Goods Make Us Happy.” CIO Network, October 25, 2011. forbes.com/sites/ciocentral/2011/10/25/four-reasons-why-virtual-goods-make-us-happy (accessed May 2014).
Sennett, F. Groupon’s Biggest Deal Ever: The Inside Story of How One Insane Gamble, Tons of Unbelievable Hype, and Millions of Wild Deals Made Billions for One Ballsy Joker. New York: St Martin’s Press, 2012.
Shih, C. The Facebook Era: Tapping Online Social Networks to Market, Sell, and Innovate, 2nd ed. Reading, MA: Addison-Wesley Professional, 2011.
ShopSocially. “Social Commerce Is Making an Undeniable Impact in 2013.” July 31, 2013. prweb.com/releases/2013/7/prweb10980191.htm (accessed March 2015).
Singh, S., and S. Diamond. Social Media Marketing for Dummies, 2nd ed. Hoboken, NJ: Wiley & Sons, 2012.
Solis, B. “The Business Guide to Facebook Part 2: From E-Commerce to F-Commerce.” October 27, 2010. briansolis.com/2010/10/the-business-guide-to-facebook-part-2-from-e-commerce-to-f-commerce (accessed May 2014).
Srinivasan, R. To Group Coupon or Not: Quick Start Guide to Groupon, Kindle ed. (Amazon Digital Services, Seattle, 2011).
Staff Writers. “Facebook Chorus Prompts Qantas to Scrap Instruments Ban.” December 30, 2010. spacedaily.com/reports/Facebook_chorus_prompts_Qantas_to_scrap_instruments_ban_999.html (accessed May 2014).
Stephen, A. T., and O. Toubia. “Deriving Value from Social Commerce Networks.” Journal of Marketing Research, 47(2), 215–228 (April 2010).
Sysomos Inc. “Social Media: Leveraging Sentiment and Influence to Develop a Customer Service Strategy.” A White Paper, 2011. social-media-monitor.co.uk/resources/whitepapers/Sysomos-Leverage-Sentiment.pdf (accessed May 2014).
Taipei Times. “Facebook Chorus Ends Instrument Luggage Ban.” January 4, 2011. taipeitimes.com/News/lang/archives/2011/01/04/2003492593 (accessed May 2014).
Takahashi, D. “PayPal: 12M Monthly Users Are Paying for Virtual Goods (Updated).” August 1, 2011. venturebeat.com/2011/08/01/paypal-says-there-are-12m-monthly-users-paying-for-facebook-games-exclusive (accessed May 2014).
Taylor, J. “Social CRM Case Study: Sony Europe Creates a Community of Super Fans.” OurSocialTimes, May 14, 2013.
Troudt, E. and R. Vancil. “Becoming a Social Business: The IBM story.” IDC White Paper, Doc #226706. January 2011.
Turban, E., et al. Social Commerce. New York: Springer, 2015.
Van Grove, J. “5 New Ways Small Business Can Offer Location-Based Deals.” September 4, 2010. mashable.com/2010/09/04/location-based-small-business-deals (accessed May 2014).
Walsh, B. “Borrow, Don’t Buy: Websites That Let Strangers Share.” Time Magazine, December 5, 2010.
Wang, J. “How Polyvore Is a Trend-Setter in Social Shopping.” Entrepreneur, May 24, 2011.
Wang, C., and Zhang P. “The Evolution of Social Commerce: The People, Management, Technology, and Information Dimensions.” Communications of the Association of Information Systems (CAIS), November 2, 2012.
Weber, S. Twitter Marketing: Promote Yourself and Your Business on Earth’s Hottest Social Network. Falls Church, VA: Weber Books, 2012.
Weblogs, Inc. “The Social Software Weblog.” 2007. socialsoftware.weblogsinc.com (accessed June 2014).
Wilde, S. Viral Marketing within Social Networking Sites: The Creation of an Effective Viral Marketing Campaign (Google eBook). Munchen, Germany: Diplomica Verlag, 2013.
Wood, T. “The Marketers Guide to the Social Media Galaxy,” (Infographic January 2, 2014. business2community.com/infographics/marketers-guide-social-media-galaxy-infographic-0729381 (accessed May 2014).
Yelp. “Yelp Announces Date of Fourth Quarter and Full Year 2013 Financial Results.” January 21, 2014. yelp-ir.com/phoenix.zhtml?c=250809&p=irol-newsArticle&ID=1892381&highlight= (accessed May 2014).
Yoon, E. “China’s Latest Obsession: Group Buying.” CNN.com, January 27, 2011. business.blogs.cnn.com/2011/01/27/chinas-latest-obsession-group-buying (accessed May 2014).
Ziff Davis. “Why Social CRM is Important to Business.” A White Paper, 2012. hosteddocs.itoolbox.com/zd_wp_whysocialcrmimportanttobusiness_122812.pdf (accessed May 2014).
Zwilling, M. “Location-Based Services Are a Bonanza for Startups.” Forbes, January 31, 2011.
Author information
Authors and Affiliations
1 Electronic Supplementary material
Glossary
- Business model
-
The method of doing business that meets the customer’s needs, and by which a company generates revenue and creates value.
- Communal (collaborative) shopping
-
A method of shopping where shoppers enlist friends and other people they trust to advise them on what products to shop for.
- Customer relationship management (CRM)
-
A customer service approach that focuses on building long-term and sustainable customer relationships that adds value for both the customers and the merchants.
- Enterprise 2.0
-
“The use of social software platforms within companies, or between companies and their partners or customers.” McAfee (2009)
- Geosocial networking
-
Social networking with location awareness capabilities. This enables social networks to connect users with local businesses, people, or events.
- Social business
-
“A business that embraces networks of people to create business value” (IBM 2011a).
- Social commerce (SC)
-
E-commerce transactions delivered via social media.
- Social customers
-
Customers who usually are members in social networks, do social shopping, and understand their shopper’s rights and how to use them to their advantage.
- Social customer relationship management (SCRM, CRM 2.0)
-
The delivery of CRM by using social media tools and platforms.
- Social marketplace
-
A marketplace that uses social media tools and platforms and acts as an online intermediary between buyers and sellers.
- Social media marketing (SMM)
-
The application of marketing communication and other marketing tools using social media.
- Social shopping (sales 2.0)
-
Online shopping with social media tools and platforms. It is about sharing shopping experiences with friends. Social shopping is the combination of social media and e-commerce.
- Viral blogging
-
Viral marketing done by bloggers.
- Viral marketing
-
Word-of-mouth (WOM) method by which people tell others (frequently their friends) about a product they like (or dislike).
- Viral video
-
Any video that is forwarded from a person to others, sometimes with a recommendation to watch it.
- Virtual economy
-
An emerging economy existing in several virtual worlds, where people exchange virtual goods frequently related to an Internet game or to a virtual business.
- Virtual goods
-
Computer images of real or imaginary goods.
Rights and permissions
Copyright information
© 2015 Springer International Publishing Switzerland
About this chapter
Cite this chapter
Turban, E., King, D., Lee, J.K., Liang, TP., Turban, D.C. (2015). Social Commerce: Foundations, Social Marketing, and Advertising. In: Electronic Commerce. Springer Texts in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-319-10091-3_7
Download citation
DOI: https://doi.org/10.1007/978-3-319-10091-3_7
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-10090-6
Online ISBN: 978-3-319-10091-3
eBook Packages: Business and EconomicsBusiness and Management (R0)