THE BOSMU MODEL: A DECISION SUPPORT SYSTEM TO CLASSIFY THE BEHAVIOR OF SOCIAL MEDIA USER
Journal Title: European Journal of Business and Social Sciences - Year 2014, Vol 3, Issue 7
Abstract
BOSMU (Behavior Of Social Media User) is a model of customer intelligence to support the decisions of the company management. It is designed to find the right management actions in web/social environment to improve the web reputation, loyalty the prosumers and increase the brand value. It taxonomizes the level of interaction between the user and a company, and formalizes the lifecycle of the relationship prosumer-enterprise through the dichotomy Level-Action in order to generate the knowledge that represents the very valueadded business. The model is imbued in the historic nature of the Web, but it finds its widest application in the social network, considering the native traceability of the operations carried out in these "environments", and expects an indispensable and continuous action of "listening" by the company. The BOSMU model has been successfully adopted by an Italian company in the southeast.
Authors and Affiliations
Michele Scalera| Dept of informatics, University of Bari, via E. Orabona 4, 70125 Bari Italy, Christian Dilorenzo| Jonian Dept, University of Bari, Via Duomo 259, 74123 Taranto Italy Corresponding Author Michele Scalera e-mail: michele.scalera@uniba.it tel: +390805443291 fax: +390805442031, Antonella Serra| Jonian Dept, University of Bari, Via Duomo 259, 74123 Taranto Italy Corresponding Author Michele Scalera e-mail: michele.scalera@uniba.it tel: +390805443291 fax: +390805442031
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